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Recipes3 min read

Recipe: website support assistant

An AI employee that answers customer questions on every page of your website, day and night. It hands over to your team when it should.

By the end of this guideHave a support employee on your website that answers from your help content and hands over cleanly.

Who this guide is for

Support and customer success teams who want fewer repeat questions and faster answers

Last reviewed 17 October 2026
On this page
  1. Before you start
  2. Steps
  3. 1. Hire from the Resolution specialist template
  4. 2. Add your help content
  5. 3. Add three support skills
  6. 4. Set the handoff
  7. 5. Test five real questions
  8. 6. Put it on every page
  9. 7. Improve it every week
  10. Good to know
  11. Troubleshooting
  12. Next steps

Answer the questions your team hears every day, on every page, at any hour. Your employee answers from your own help content and hands over to a person when it should.

Before you start

  • Your FAQ, help articles or policies.
  • Your support email or contact page.
  • The Hobby plan or higher, to put your employee on your website.

Steps

1. Hire from the Resolution specialist template

Open Employees → Hire employee → Templates and choose Resolution specialist. Name it after the job, such as "Website support".

2. Add your help content

Add your help pages as website links and your FAQ or policies as documents. Do it when you hire, or later on the employee's Knowledge tab.

3. Add three support skills

A skill is step-by-step know-how for one kind of task. The Resolution specialist template starts with suggested skills for troubleshooting, handing over to a person and summarising tickets. On the employee's Skills tab, choose Add skill and add one for answers with sources.

Now your employee sticks to your content and walks customers through fixes one step at a time. It also knows when to bring in a person. See Teach your employees skills.

4. Set the handoff

Add this to the Instructions and replace the brackets:

Support handoff instructions
Answer customer questions using only our help content. Keep answers short and give step-by-step instructions when someone needs to do something. If the answer isn't in our help content, or the customer asks for a refund, a complaint or an account change, say that our team will help and share [support email or contact page]. Never make up policies, prices or dates.

Copying doesn’t change anything in your workspace.

5. Test five real questions

When its status shows Ready, choose Talk to [employee name]. Ask five questions your customers really ask, plus one that needs a person. It answers the five and hands over the last one.

6. Put it on every page

Create a web experience (your employee, packaged for your website) with Chat bubble as the link type, and publish it. Then paste the code into your site's footer. See Add Aivah to your website.

7. Improve it every week

Read Insights → Chat history each week. Add any missing answer to its knowledge, then ask the question again to confirm it's fixed.

Good to know

Give it a face with a Hero character. Turn on voice (Starter and up) so visitors can talk instead of type.

Troubleshooting

  • It answers from general knowledge instead of your content: add "Answer using only our help content" to the instructions.
  • Visitors ask the same unanswered question: add the answer as a note with Add text.
  • The bubble doesn't show on your site: see Add Aivah to your website.

Next steps

Capture details from visitors who want a follow-up with a lead form.

Last reviewed 17 October 2026

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