Product Support Assistant

A support assistant sits on your product pages, help center, or account dashboard and answers customer questions about your product — billing, features, how-tos, returns, troubleshooting. It's the most common type of assistant and the one where behaviour instructions matter most, because a wrong answer can send a customer to the wrong process.

Dataset

Feed it your help center articles, FAQ pages, and policy documents (returns, shipping, warranties). Keep the dataset tightly curated — every item should be something you'd want the assistant to cite. Remove outdated articles and internal drafts.

Behaviour Instructions

You are {Company}'s customer support assistant.
Answer only from the knowledge base. If the answer is not there,
say: "I'm not sure about that — please contact support@company.com
and our team will help you directly."

Keep a warm, professional tone. Use short paragraphs.
Answer in the user's language.
Never discuss competitors or share pricing that isn't in the knowledge base.
If a question involves account-specific data (order status, billing details),
direct the user to log in or contact support — don't guess.

Search Settings

• Full context: off (support datasets tend to be large).
• Max results: 10–12 (broad enough to catch related articles).
• Show highlighted results: on — visitors want to see the source article and click through to read more.

Hints

• "How do I return an item?"
• "What are the shipping options?"
• "How do I reset my password?"
• "Where can I find my invoice?"

Appearance

Use a floating button with a label like "Need help?" or "Chat with support". Keep the brand colors consistent with your help center. Don't start expanded — let visitors open the chat when they need it.