AI Support Agent
🛟 How to Build a Support AI Agent in raia v2
If your team is overwhelmed with repetitive support tickets or you're looking to provide 24/7 help to customers without expanding your headcount, a Support AI Agent in raia v2 is the perfect solution.
You can train your Agent on your existing help content, deploy it as a Live Chat on your website, receive support questions via email, and even integrate it with your existing knowledge base and support systems through APIs and webhooks.
This guide shows you how to build, train, and launch a Support Agent step by step.
🧱 Step 1: Set the Agent’s Role and Focus
Start in Launch Pad, and create a new Agent with the role Support Assistant or a custom role such as “Customer Care Bot” or “Tier 1 Support.”
Your Support Agent’s purpose:
Answer common support questions (FAQs, how-tos, troubleshooting)
Reduce support volume by resolving simple issues autonomously
Collect essential context before handing off to a human if needed
Support customers via Live Chat and Email
Integrate with knowledge bases and ticketing tools (like HelpScout, Zendesk, or Freshdesk)
🧠 Step 2: Write Effective Instructions
Instructions help define the Agent’s behavior, tone, responsibilities, and limits.
Sample Instructions for a Support Agent:
📚 Step 3: Upload Training Content
Train your Agent on your existing support materials:
Help center articles
Troubleshooting guides
Onboarding instructions
Feature FAQs
Refund and billing policies
🔁 Best practice: Consolidate this into a single Markdown or JSON knowledge base that can be updated regularly.
You can also connect a webhook or API to dynamically access your knowledge base (see below).
🛠️ Step 4: Add Support Skills
In the Skills tab, configure how your Support Agent will interact with customers.
✅ Live Chat Skill
Embed your Agent on your website with a customizable widget
Configure a welcome message (e.g., “Hi! I’m here to help with any product questions.”)
Adjust branding and colors
Add geographic or IP restrictions if needed
✅ Email Skill
Assign a support email (e.g.,
support@yourdomain.com)Set autoresponder and fallback messages
Incoming emails trigger threads the AI Agent can respond to
Include custom signature, headers, or disclaimers
✅ API Skill
Enable your Agent to send structured replies or trigger workflows via outgoing webhook
Useful for connecting to internal systems or updating support tickets
🔗 Step 5: Connect to Knowledge Base or Support Tools via API/Webhooks
Want your Agent to:
Search your knowledge base in real time?
Create or update support tickets in Zendesk, HelpScout, or Freshdesk?
Post summaries to Slack or Teams?
You can do this with raia’s webhook + API integration, often using a no-code automation tool like n8n.
Integration Examples:
1. Search Knowledge Base in Real-Time
Use a webhook to query your documentation API
Return summaries or article links in the Agent’s responses
2. Create Support Tickets Automatically
When a user requests escalation or types “help,” send a webhook to n8n
n8n creates a support ticket in your platform, attaches the transcript, and notifies your team
3. Log Agent Responses or User Feedback
Push every resolved thread or low-rated thread into your CRM or support dashboard for QA
Setup Steps:
In raia, add a Webhook trigger on
OnMessageEndorOnThreadEndUse n8n to parse the payload and send it to your support system
You can also push conversation summaries, tags, customer info, or feedback
🧪 Step 6: Test in Copilot
Before going live, use raia Copilot to:
Simulate support conversations
Test if the Agent retrieves accurate answers
Try edge cases and escalation scenarios
Provide feedback using thumbs up/down and improve the Instructions
🚀 Step 7: Launch Your Agent
Once tested:
Embed the Live Chat widget on your website
Turn on the Support Email channel
Add the Agent to an internal support portal or intranet
Monitor engagement, feedback, and conversation scores in Mission Control
🧩 Summary: Support Agent Setup
1. Define Role
Support Agent, Tier 1 Assistant
2. Write Instructions
Define tone, duties, escalation rules
3. Upload Content
Help docs, policies, guides
4. Add Skills
Live Chat, Email, API/Webhook
5. Integrate Tools
Use n8n for knowledge base + ticketing
6. Test
Use Copilot to refine and simulate
7. Launch
Embed chat, route email, monitor performance
🔄 Bonus Tip: Keep the Agent Fresh
Update your knowledge base regularly and re-train your Agent with new documentation, feature launches, or updated policies. A smart support Agent gets smarter over time.
Last updated