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Customer Support Bot

Turn your customer support into a 24/7 operation. A support bot handles common questions instantly, so customers get help anytime and your team can focus on complex issues.

What you'll build​

A support agent that:

  • Answers FAQs instantly
  • Helps with common problems
  • Guides customers through processes
  • Collects information for your team when needed

Before you start​

You'll need:

  • A TAB account
  • Your existing FAQs or support docs
  • 15-20 minutes

Step 1: Create your support agent​

  1. Go to Agents
  2. Click New Agent
  3. Name it something friendly like "Support Assistant" or "[Your Company] Help"
  4. Click Create
Choose a welcoming name

Customers will see this name. "Support Assistant" feels more helpful than "Bot v2."

Step 2: Set up agent specifications​

Go to Agent Specifications and configure:

Personality​

Write instructions that match your brand:

You are [Company Name]'s friendly support assistant. You help customers with questions about our products and services.

Your style:
- Be warm and helpful
- Use simple language
- If you don't know something, say so
- Always offer to connect them with a human if needed

Never:
- Make up information
- Promise things you can't deliver
- Share other customers' information

Welcome message​

First impressions matter:

Hi! 👋 I'm here to help with any questions about [Company Name]. What can I help you with today?

Suggested questions​

Add 3-4 common starting points:

  • "How do I track my order?"
  • "What's your return policy?"
  • "How do I contact support?"
  • "What are your business hours?"

Step 3: Add your knowledge​

Gather your content​

Collect information your agent needs:

  • FAQ documents - Your existing FAQ pages
  • Policy pages - Returns, shipping, privacy
  • Product info - Basic details customers ask about
  • Process guides - How to do common tasks

Add FAQs​

Go to Train > FAQs and add your most common questions:

Example FAQs for support:

QuestionAnswer
What are your business hours?We're open Monday-Friday, 9am-6pm EST.
How do I track my order?You can track your order at [link]. Enter your order number and email.
What's your return policy?We accept returns within 30 days. Items must be unused and in original packaging.
How do I reset my password?Click "Forgot Password" on the login page. We'll email you a reset link.

Upload documents​

Go to Train > Documents and upload:

  • FAQ pages (PDF or Word)
  • Policy documents
  • Product guides
  • Help center articles
Keep it focused

Only upload content that answers customer questions. Internal documents or complex technical specs can confuse the agent.

Step 4: Train your agent​

  1. Click Train
  2. Wait for training to complete (usually 2-5 minutes)
  3. You'll see "Trained" status when done

Step 5: Test thoroughly​

Go to Playground and test:

Test common questions​

Ask things customers frequently ask:

  • "What's your return policy?"
  • "How do I contact you?"
  • "Where's my order?"

Test edge cases​

See how it handles tricky situations:

  • Questions not in your FAQs
  • Angry or frustrated tones
  • Off-topic requests

Test handoff scenarios​

Make sure it gracefully handles what it can't do:

  • "I want to speak to a human"
  • Complex technical issues
  • Account-specific questions

Step 6: Deploy to your website​

  1. Go to Channels > Chat Widget
  2. Customize colors to match your site
  3. Copy the embed code
  4. Add it to your website

Place the widget on:

  • Homepage
  • Contact page
  • FAQ page
  • Product pages

Best practices​

Keep responses concise​

Customers want quick answers. Long paragraphs feel overwhelming.

Too long: "Thank you so much for reaching out to us today! We really appreciate your question. Our return policy is designed to be customer-friendly and easy to understand. You can return any item within 30 days of purchase, provided that the item is in its original condition..."

Just right: "You can return items within 30 days. Just make sure they're unused and in original packaging. Want me to explain the steps?"

Set expectations​

Be clear about what the bot can and can't do:

I can help with:
- Product questions
- Order tracking
- Policy information
- Common troubleshooting

For account-specific issues or complex problems, I'll connect you with our team.

Update regularly​

Review conversations weekly:

  • What questions couldn't the bot answer?
  • What answers confused customers?
  • What new topics are coming up?

Add new FAQs based on what you learn.

Monitor and improve​

Check the Customers section to see:

  • Common conversation patterns
  • Where customers get stuck
  • Questions that need better answers

Common support scenarios​

Order tracking​

FAQ to add:

  • Q: How do I track my order?
  • A: Visit [tracking page link] and enter your order number. You'll see the current status and estimated delivery date.

Password reset​

FAQ to add:

  • Q: How do I reset my password?
  • A: Click "Forgot Password" on the login page. We'll send a reset link to your email. Check spam if you don't see it within 5 minutes.

Refund status​

FAQ to add:

  • Q: When will I get my refund?
  • A: Refunds are processed within 5-7 business days after we receive your return. It may take another 3-5 days to appear on your statement.

Product availability​

FAQ to add:

  • Q: When will [item] be back in stock?
  • A: Sign up for stock alerts on the product page. We'll email you as soon as it's available.

Measuring success​

Track these metrics:

  • Resolution rate - How many questions are answered without human help
  • Response quality - Are customers getting accurate information?
  • Handoff rate - How often does the bot need to escalate?
  • Customer satisfaction - Are people happy with the experience?

A good support bot resolves 60-80% of common questions automatically.

Next steps​

Once your support bot is running: