> ## Documentation Index
> Fetch the complete documentation index at: https://docs.boostgpt.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Answering Support Questions

> Use the chat widget to answer support questions on your product

## The Problem

Traditional support channels create friction:

* Live chat requires staffing and has limited hours
* Ticket systems are slow and impersonal
* Knowledge bases require users to search for answers
* Users abandon when they can't get immediate help

## The Solution

Use the chat widget to answer support questions as they come in, any time, from what you've taught your AI teammate.

## Implementation

### Step 1: Train your AI teammate

Before deploying the widget, train your AI teammate on your support content:

1. Go to **Memory** in your AI teammate dashboard
2. Upload your knowledge base:
   * Product documentation
   * FAQ pages
   * Pricing information
   * Policies (shipping, returns, refunds)
   * Common troubleshooting guides

> [!TIP]
>
> Start with your top 20 most-asked support questions. You can always add more content later.

### Step 2: Write your AI teammate's instructions

Set up your AI teammate's system instruction to handle support conversations:

```
You are a friendly customer support agent for [Your Company].

Your job is to:
- Answer product questions accurately using your knowledge base
- Help users troubleshoot common issues
- Guide users through setup and configuration
- Provide pricing and plan information
- Escalate complex issues to the human support team

Rules:
- Be friendly, professional, and concise
- If you don't know the answer, say so — don't make things up
- For billing disputes or account issues, direct users to support@yourcompany.com
- Always confirm you've resolved the user's question before ending
```

### Step 3: Install the Widget

Add one line to your website:

```html theme={null}
<script src="https://embed.boostgpt.co/widget.js" data-bot-id="YOUR_BOT_UUID"></script>
```

### Step 4: Configure Greeting Messages

Set up welcoming greetings in **Branding → Content → Message Greetings**:

```
"Hi! I'm your AI support assistant. Ask me anything about [Product]."
"Need help getting started? I can walk you through setup."
"Questions about pricing or features? I'm here to help!"
```

These appear as stacked cards above the bubble, inviting users to start a conversation.

## Measuring Success

Track these metrics to evaluate your support widget:

| Metric | Target | How to Measure |
| - | - | - |
| Resolution rate | 80%+ | Conversations resolved without human handoff |
| Response accuracy | 90%+ | Spot-check AI teammate answers weekly |
| User satisfaction | 4/5+ | Add rating prompt after conversations |
| Support ticket reduction | 30-50% decrease | Compare ticket volume before/after |
| First response time | Under 5 seconds | AI responds instantly |

## Optimization Tips

> [accordion] Review conversation logs weekly
>
> Check the **Conversations** tab to find:
>
> * Questions your AI teammate couldn't answer (gaps in knowledge)
> * Incorrect or confusing responses (needs instruction refinement)
> * Common topics (may need dedicated documentation)

> [accordion] Expand knowledge base incrementally
>
> Start small, then add content based on real conversations:
>
> 1. Launch with core FAQ content
> 2. Review unanswered questions after 1 week
> 3. Add missing content to memory
> 4. Repeat monthly

> [accordion] Point it at your live pages
>
> Your AI teammate can read web pages as they answer. Tell them in their instruction which pages to check for live data:
>
> * Current status page information
> * Latest pricing from your website
> * Product changelog and release notes

> [accordion] Set up escalation paths
>
> Not everything should be handled by AI. Configure clear escalation:
>
> * Billing disputes → "Please email [billing@yourcompany.com](mailto:billing@yourcompany.com)"
> * Account security → "Contact us at [security@yourcompany.com](mailto:security@yourcompany.com)"
> * Complex technical issues → "I'll connect you with our engineering team"

## Next Steps

> [card] [Widget Configuration](https://docs.boostgpt.co/site/chat/configuration.md)
>
> Customize appearance and behavior

> [card] [Best Practices](https://docs.boostgpt.co/site/chat/best-practices.md)
>
> Tips for effective deployment


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