Support Integration
ChatBotKit's Support integration connects your AI chatbots with support systems such as Zendesk, Intercom, email groups, and more. The AI support agent answers questions and helps users on the spot, and when a conversation needs a person, it is packaged up, summarized, and forwarded to your support team so a human can follow up.
The integration automatically extracts customer details like name and email, then configures the transcribed and summarized conversation with the right fields, so your agents have the context they need to respond.
What You Can Do
- Connect support systems: Route conversations to Zendesk, Intercom, email groups, and similar tools.
- Capture customer details: Automatically extract name and email for follow-up.
- Summarize conversations: Forward a transcript and summary so human agents have full context.
- Hand off cleanly: Let the AI resolve what it can and escalate the rest to your team.
How It Works
The AI support agent handles questions autonomously while the conversation is active. When the conversation comes to a halt, the Support integration extracts the customer's details, summarizes the exchange, and forwards it to the connected support system with the correct fields populated. Your team picks up from there, following up based on the outcome of the conversation. This bridges fully autonomous support and human agents, so customers get fast answers and a human when they need one.
Setup
Create a Support integration in ChatBotKit, connect your support system or email destination, and select the bot that should handle incoming conversations. Configure how and when conversations are summarized and forwarded to your team.
Practical Uses
The Support integration suits customer service teams that want AI to deflect common questions and resolve simple issues while routing complex cases to human agents with full context. It streamlines support workflows and shortens response times by handling the first line of contact automatically.