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Set up the AI support agent

Updated October 31, 2026

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FlowNavi’s AI support agent answers your users’ questions inside your app, using your help center. When it can’t help, or when a user asks for a person, it hands them over to your team.

Step 1: Add your help center

Click AI Support Agent in the navigation. The first time, it asks for your product name and the address of your help center. The agent answers from the pages FlowNavi imports from there, so this step decides most of the quality of its answers.

  • Use the address your articles share. FlowNavi imports every page under the address. With https://example.com/help, it imports https://example.com/help/billing, but not https://example.com/blog.
  • Your help center needs to be public. FlowNavi can’t import pages behind a login.

The import may take several minutes. You can leave while it runs, and you come back to the same step.

When it’s done, untick pages that would lead to wrong answers, such as outdated or unrelated ones. The agent doesn’t use unticked pages.

FlowNavi imports your help center again every 7 days, and you can click Refresh pages under AI Support Agent → Setup to update it on demand.

Step 2: Test the answers

Go to AI Support Agent → Preview. Ask the questions your team answers every day. Preview messages do not cost AI balance.

If an answer is wrong or missing, fix it before you go live:

  • If the article is missing or wrong, fix your help center, then click Refresh pages under AI Support Agent → Setup.
  • If the fact doesn’t belong in an article, add it to Context under AI Support Agent → Setup. The agent always knows your context, and follows it when an article disagrees.

If your app sends details about each user, such as their plan or role, the agent can use them in its answers. For example, if a user asks about a feature that your help center says is only on a higher plan, the agent can tell them their plan doesn’t include it. See Using custom data. To test this, use Preview as under AI Support Agent → Preview.

Step 3: Choose how users reach your team

Go to AI Support Agent → Setup, and under Human escalation, choose where the agent hands users over when they need a person. This setting is required before you can publish. See Hand over to a person.

  • Live chat opens your chat tool: Crisp, HubSpot, Intercom, LiveChat, tawk.to or Zendesk messaging. By default, your chat tool’s own button is hidden where the agent shows, so users see one help button instead of two.
  • Email sends the user’s message and the conversation to an address, allowing your team to reply to the user directly.

Step 4: Go live

Go to AI Support Agent and click Publish. If you haven’t set your app’s address yet, FlowNavi asks for it first.

Your users see the agent once it’s published and FlowNavi is installed in your app. If FlowNavi isn’t installed yet, follow Install the FlowNavi SDK.

When you change a setting later, your users only see the change after you click Publish again, so you can test it under AI Support Agent → Preview first. The pages in your help center are the exception. When FlowNavi imports your articles, or you untick a page, the agent uses that without publishing.

Keep improving the answers

AI Support Agent → Conversations shows every conversation your users have with the agent, so you can see whether it’s working and where it needs help.

See whether it’s working

At the top, you see the numbers for the last 30 days:

  • Conversations: how many conversations the agent had.
  • Solved: the user clicked Yes under an answer.
  • Not solved: the user’s last answer was No, and they didn’t go to your team.
  • Handed to a person: the user went to your team. To see how much the agent takes off your team, compare this number with Conversations.
  • No feedback: the user left without clicking Yes or No. Many users who got what they needed just leave, so these aren’t failures.
  • Couldn’t answer: how many times the agent found no answer in your help center or context.

Find what to fix

Below the numbers, each conversation is listed with its first question, who asked it, what it cost and how it ended. Click one to read it as the user saw it, with the articles the agent used.

  • Turn on the Couldn’t answer filter to see the questions the agent had no answer to. Most of them point to a help article you still need to write.
  • Filter by Not solved or Handed to a person to see where its answers fell short. Fix the article if it’s wrong or unclear, or add what’s missing to Context under AI Support Agent → Setup.

Other settings

You can also change these under AI Support Agent → Setup:

  • Show on URL limits the agent to specific pages. By default, it shows on all of them.
  • Segmentation limits the agent to specific users. By default, it shows to everyone.
  • Appearance sets the corner of the screen it sits in. Its colors and fonts come from your project’s theme.
  • Texts changes what the agent’s panel says, such as its opening message.