Support Agent: Official Documentation

What is the Stackado Support Agent?

Stackado Support Agent is an AI-powered customer support platform that provides intelligent, automated responses to customer inquiries. It uses advanced language models to understand and respond in a natural, helpful way, tailored to your business and brand.

How It Works

• Each client gets a dedicated AI agent with isolated configuration and knowledge base.
• The agent uses your uploaded documents and chat history to answer questions accurately.
• If the AI is unsure or detects a complex query, it can escalate to a human agent via Slack or Telegram.

Key Benefits

• 24/7 instant support for your customers.
• Consistent, brand-aligned responses.
• Seamless handoff to human agents when needed.

Knowledge Base

The knowledge base is the foundation for your agent's expertise. It stores documents, FAQs, and product information that the AI uses to answer customer questions.

• Supported file types: PDF, DOCX, TXT, CSV, Markdown (max 10MB per file)

1. Go to your client Dashboard > Knowledge Base tab.
2. Click Upload Documents and select your files.
3. Optionally, add a source name for tracking.
4. Monitor upload progress and processing status.

Use the Add URL feature to scrape content from your website or other sources. For advanced users, use the Bulk Import API to add large datasets.

Manage entries by searching, filtering, and deleting knowledge base entries from the Dashboard. View upload and processing status in real time.

Personality, Language & Vibe

Customize your agent's personality, language, and style to match your brand.

• Choose from preset personalities (Warm & Friendly, Professional & Neutral, Empathetic & Caring) or create your own.
• Set the agent's name, language, and industry context.
• Edit the system prompt to fine-tune tone, style, and response guidelines.

1. Go to Configuration in your client Dashboard.
2. Adjust agent name, language, and select a personality template.
3. Edit the system prompt for advanced customization (e.g., response style, do's and don'ts).
4. Save changes and test in the chat interface.

Example Personalities:

• Warm & Friendly: Kind, caring, and approachable.
• Professional & Neutral: Clear, efficient, and businesslike.
• Empathetic & Caring: Supportive and understanding, ideal for sensitive contexts.

Features

• AI-Powered Responses: Uses advanced language models (Claude, GPT, etc.) for human-like conversations. Understands context, product details, and previous interactions.
• Custom Knowledge Base: Upload your own documents to train the AI. Each client has an isolated, secure knowledge base.
• Multi-Platform Integration: Deploy on Slack, Telegram, websites, and more.
• Human Handoff: Automatically escalates complex or sensitive queries to human agents. Human agents can respond via Slack or Telegram and take over the conversation.
• Analytics & Insights: Track performance, user satisfaction, and chat statistics (if enabled).
• Real-time Chat: Instant responses with low latency.
• Customizable Appearance: Match your brand with custom colors, logo, and welcome messages.

Integrations

Slack Integration

1. Enable Slack in the Integrations tab.
2. Enter your Slack bot token and channel ID.
3. When the AI cannot answer or detects a handoff trigger, it sends the conversation to Slack.
4. Human agents can respond directly in Slack; the customer receives the answer in the chat widget.

Telegram Integration

1. Enable Telegram in the Integrations tab.
2. Enter your Telegram bot token and chat ID.
3. Similar to Slack, the AI escalates to Telegram for human handoff.
4. Human agents reply in Telegram; the customer receives the answer in the chat widget.

How Handoff Works

• The AI detects when a query needs human attention (e.g., low confidence, discount/bulk requests, explicit human request).
• The conversation is sent to the configured Slack/Telegram channel with context.
• Human agents can respond, dismiss, or take over the conversation.
• The customer is notified and receives the human agent's reply in the chat.

Widget

Follow the widget installation guide to embed Zing on your website and verify the installation.

Widget Features:

• Real-time chat with your AI agent.
• Seamless handoff to human agents if needed.
• Customizable appearance to match your brand.

Other Useful Information

• Security & Privacy: All data is encrypted in transit and at rest. Each client has isolated data and knowledge base.
• Usage Limits: See current plans for access and allowances, and Billing and Credits for how usage is charged.
• Support & Troubleshooting: Visit the Support Center in your Dashboard for FAQs and guides. Contact support for technical issues or integration help.
• API Access: Developers can use the API for advanced integrations and bulk operations. See API documentation for endpoints, authentication, and examples.

FAQ

• What is Stackado Support Agent? An AI-powered customer support platform for automated, intelligent responses.
• How do I set up a new client? Use the Dashboard's Create New Client wizard.
• How does the knowledge base work? Upload documents; the AI uses them to answer questions.
• Can I integrate with Slack and Telegram? Yes, for human handoff scenarios.
• What is human handoff? Escalation of complex queries to human agents via Slack/Telegram.
• How do I configure the agent's personality? Through the system prompt and personality settings in the Dashboard.
• Can I test the agent before going live? Yes, use the Demo Chat feature.
• What happens if the AI doesn't know the answer? The AI will ask clarifying questions or offer to connect to a human agent.