Documentation SupportBuddy Admin Setup

Admin Setup Guide

Configure SupportBuddy in the flow editor to enable AI-powered suggestions for your support team.

On this page

Creating SupportBuddy

  1. Open your flow in the Flow Editor
  2. Click the SupportBuddy button in the toolbar (lightbulb icon)
  3. Enter a name for your SupportBuddy (or keep the default)
  4. Click Create to enable it

SupportBuddy is configured per flow. Each flow can have its own SupportBuddy with different knowledge sources and settings.

Configuring Knowledge

Knowledge collections are the foundation of good suggestions. SupportBuddy searches your selected collections to ground responses in accurate information.

To configure knowledge:

  1. Expand the Knowledge section in the modal
  2. Select one or more active knowledge collections
  3. Click Save Changes
Tips:
  • Start with 1-2 highly relevant collections
  • Too many collections can introduce noise
  • Keep knowledge content up to date for best results

Configuring Behavior

The Behavior section controls how suggestions are written. This includes tone, context, and policies.

Tone

Choose how suggestions should sound. You can select a preset or write custom instructions.

Preset Description
Professional Clear, courteous, business-appropriate language
Friendly Warm and conversational while remaining helpful
Technical Precise language with relevant terminology
Empathetic Understanding and supportive, acknowledges concerns
Concise Brief and direct, no unnecessary elaboration

You can also write custom tone instructions, for example: "Be warm but professional. Use simple language. Address the customer by name when known."

Context

Add background information that helps the AI understand your business:

"We're Acme Corp, a project management SaaS. Free tier includes 5 users and 1GB storage. Pro tier is $10/user/month with unlimited storage. Support hours are 9am-5pm EST."

Policies

Define what suggestions should NOT include. This is critical for preventing inappropriate responses:

"Never promise refunds without manager approval. Never share other customers' information. Never provide medical, legal, or financial advice. Always refer compliance questions to [email protected]."

Important: Policies are enforced at generation time, but agents should still review suggestions before sending. Policies reduce risk but don't eliminate it entirely.

Autonomous Mode

Autonomous mode allows SupportBuddy to automatically send high-confidence responses without agent review.

To enable autonomous mode:

  1. Expand the Automation section
  2. Toggle Autonomous Mode on
  3. Set the Confidence Threshold (default: 85%)
  4. Click Save Changes

How it works:

  • Above threshold: Response is automatically sent
  • Below threshold: Ghost text is shown and a notification sound plays

Note: This setting enables the option for agents. Agents can still toggle autonomous mode on/off from the browser extension at any time.

Sharing the Connection Code

Once SupportBuddy is configured, you'll need to share the connection code with your agents. Only workspace owners and admins can see the code, so one of them hands it out:

  1. The Connection section shows your connection code
  2. Click Copy to copy the code to your clipboard
  3. Share this code with your agents (via email, Slack, or onboarding docs)

Anyone with the connection code can draft replies from your knowledge base, so treat it like a password. If it may have leaked, or someone who had it leaves your team, choose Regenerate connection code on the SupportBuddy page. The old code stops working at once, and each extension needs the new one to reconnect.

Disabling SupportBuddy

To temporarily disable SupportBuddy:

  1. Open the SupportBuddy modal in the flow editor
  2. Click the Disable button
  3. Agents will see an error message and suggestions will stop

You can re-enable at any time by clicking Enable in the modal.

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