Customer portal and self-service · Autessa Support Desk
AI help assistant
Autessa Support Desk puts an AI help assistant in your Help Center. It answers customers from your published articles and documents, can check a signed-in customer’s requests, and when a person is needed it opens a request with the whole chat attached. You set its name, greeting and instructions.
The problem it solves
Search boxes do not answer questions
Customers ask in sentences, not keywords. An assistant that reads your knowledge and answers in plain language resolves the simple questions immediately and passes the rest to your team with full context.
What you get
- Open it from any page as a side panel, or full page.
- Shows what it is doing: searching the Help Center, reading a help article, checking your requests.
- Popular questions help customers start.
- Open a request with this chat: the conversation is attached to the new request so nobody repeats themselves.
- You set the assistant’s name, its greeting and extra instructions, such as “Keep answers under 120 words” or “Answer in the language the customer writes in”.
- Try the assistant from settings before customers do; customers get changes on their next message.
- Every conversation is quality checked in Assistant Analytics.
How it works
How does AI help assistant work in Autessa Support Desk?
Configure
Help Center settings: name, greeting and extra instructions.
Publish knowledge
The assistant answers from public articles and documents.
Customers ask
It searches, reads and answers, and cites what it read.
Hand off
If it cannot help, the customer opens a request with the chat attached.
Every option
Assistant settings
| Option | What it does |
|---|---|
| Name | What customers call it, shown in the Help Center. |
| Greeting | The first message customers see. |
| Extra instructions | Tone, length, language and when to suggest a request. |
| Preview chat | Test it with your unsaved changes. |
| Handoff | Open a request with this chat, conversation attached. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Set the assistant’s name, greeting and instructions, preview it and review its conversations. |
| Customer (signed in to your Help Center) | Chat with the assistant, and open a request from the chat. |
Where AI helps
The assistant is an Autessa AI agent grounded in your published Help Center content. Internal and private articles are not part of its customer answers.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
Assistant analytics
Every conversation is checked for completion and grounding.
Support Desk featureCustomer requests
Handoff creates a request with the chat attached.
Support Desk featureDocument library
Upload PDFs and the assistant can answer from them right away.
Autessa productAutessa Receptionist
An AI that answers your phone line too.
FAQ
Questions about AI help assistant
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk include an AI chatbot for customers?
Yes. An AI help assistant in your Help Center answers from your published articles and documents and hands off to your team as a request with the chat attached.
Can I control what the assistant says?
Yes. Set its name, greeting and extra instructions, preview it, and review every conversation in Assistant Analytics.
Does the assistant use internal articles?
Customer answers come from content published to the Help Center. Internal articles are for your team and its AI tools.
What happens when the assistant cannot help?
The customer opens a request from the chat, and the conversation is attached so your team has full context.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours