Support & Contact Settings / Support & Contact

Support & Contact Configuration

The Support & Contact settings allow you to configure how your chat agent handles support requests, bug reports, and demo inquiries. By providing email addresses and enabling agent permissions, you can automate the process of routing user questions to the appropriate channels.

Accessing Support & Contact Settings

  1. Navigate to your project dashboard
  2. Select your project from the sidebar (e.g., "Zero Docs")
  3. Click Support & Contact in the project navigation menu

Configuration Form

The Support & Contact page contains three main sections for different types of customer interactions:

Support & Contact Configuration
┌──────────────────────────────────────────────────────┐
│ Support & Contact                                    │
│ Support email: [████████]                            │
│ ☑ Allow agent to email support tickets               │
│ ☑ Proactively encourage email tickets when agent     │
│   knowledge seems insufficient                       │
│                                                      │
│ Bug Reports                                          │
│ Bug report email: [████████]                         │
│ ☑ Allow agent to email bug reports                   │
│                                                      │
│ Demo Requests                                        │
│ Demo request email: [████████]                       │
│ ☑ Allow agent to email demo requests                 │
│ Link to calendar: [https://calendly.com/...]         │
│                                                      │
│ [Save]                                               │
└──────────────────────────────────────────────────────┘

Setting Up Support Email

  1. Enter your support email address in the Support email field
  2. Check Allow agent to email support tickets to enable the agent to forward support requests to your team
  3. Optionally, check Proactively encourage email tickets when agent knowledge seems insufficient to automatically escalate conversations when the agent cannot provide a satisfactory answer

This configuration allows the chat agent to recognize when a user needs human assistance and route the conversation appropriately.

Configuring Bug Reports

  1. Enter your bug report email address in the Bug report email field
  2. Check Allow agent to email bug reports to enable the agent to forward technical issues and bug reports to your development team

This ensures that technical issues are captured and routed to the appropriate team for investigation.

Setting Up Demo Requests

  1. Enter your demo request email address in the Demo request email field
  2. Check Allow agent to email demo requests to enable the agent to forward demo inquiries to your sales team
  3. Optionally, add a Link to calendar (e.g., Calendly URL) to allow the agent to provide scheduling options directly to users

This helps automate the sales qualification process by routing demo requests to the appropriate team and providing self-service scheduling options.

Saving Your Configuration

After configuring your support contact settings:

  1. Review all email addresses and permissions to ensure they are correct
  2. Click the Save button at the bottom of the form

Your chat agent will immediately begin using these settings to route conversations and requests to the appropriate channels.

Next Steps

  • Test your chat agent to verify support routing works as expected: Testing the Chat Agent
  • Configure allowed domains to control where your chat widget can be embedded: Managing Allowed Domains
  • Review analytics to monitor support request volume: Analytics (available in project navigation)
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