Assistants overview

An assistant is a single chat experience that you shape from top to bottom: its name, what it knows, how it replies, when it escalates, how it looks, and where it appears. You do all of this in the assistant editor.

The setup sections

The editor groups settings into sections on the left. The sections you will use most are:

• General covers the assistant's identity, its welcome message, starter buttons, and its answering style. See General settings.
• Knowledge is where you add the sources the assistant answers from. See Knowledge.
• Flows is where you define the rules that control how the assistant responds. See Flows.
• Help Desks is where you choose which escalation destinations this assistant offers. See Connect a help desk.
• Style and the color options in General control the widget's appearance. See Appearance.
• Publish gives you the snippet to embed the assistant. See Publishing.

The live preview

Every change you make is reflected in the preview panel on the right. Use it to check the welcome message, try the starter buttons, and confirm the colors before you publish. The preview behaves like the real widget, so it is the fastest way to validate your work.

A recommended order

If you are configuring an assistant for the first time, this order works well:

1. Set the identity and welcome message in General.
2. Add Knowledge so the assistant has something to answer from.
3. Test in the preview by asking a few real questions.
4. Add Flows for any message types that need special handling.
5. Set up Help Desks for escalation.
6. Adjust Style.
7. Go to Publish and embed the widget.