Overview
A Support Agent represents your product rather than you. It answers in a neutral product voice, not a personality — nobody is pretending to be a person, and that is deliberate. It is created from the twin switcher and lives alongside your personal twin rather than replacing it.
The thing that makes it usable in front of real customers is what happens at the edge of its knowledge. A support bot that improvises a refund policy costs you more than no support bot at all. This one says it doesn’t know, shows the searches it ran before giving up, and offers to pass the question on.
Why answer from your docs instead of training a bot on tickets
Your docs are the version of the truth you already decided to publish. Tickets are a record of confusion, often resolved by a person improvising, sometimes wrongly. Grounding in docs means the agent’s answer and your documentation cannot silently disagree — and when the docs are wrong, you fix one file rather than retraining anything.
It also gives you a receipt. Every grounded answer carries the passage it came from, so a customer who doubts an answer can open the source, and a support engineer reviewing a bad conversation can see exactly which paragraph misled it. That is a much shorter debugging loop than guessing at a model’s memory.
The gaps are the other half of the value. Questions your docs don’t answer are the highest-signal product feedback you will get, and they arrive already sorted by how often they are asked.
Step by step
Create the Support Agent
Open the twin switcher in the dashboard rail and choose New Support Agent. It asks for two things that cannot be defaulted: the product’s name and the handle it lives under.
This creates an agent separate from your personal twin, with its own knowledge, its own rules and its own audience. Your public twin stays exactly as it was.
hiy.ai/appThe switcher is where every twin after your first one starts. A Support Agent and a Team Agent are different products, not settings on the same one. Give it your documentation
Point it at the docs you already have. You can paste text straight in, upload files, or give it the URL of a help centre or site and let it read the pages itself.
Start with the twenty pages that answer eighty per cent of your tickets rather than the whole archive. A smaller, current corpus produces better answers than a large one full of superseded pages — and you can add more the moment you see a gap.
Knowledge · Add- Paste textAnything you’ve written — notes, an FAQ, a bio.
- Upload filePDF, Word, Markdown or plain text.
- Web pageAny post or page address. We read the article text.
The three a Support Agent usually needs: paste, upload, and a page address. The other sources sit beside them. Read it back before anyone else can
Use the Test chat — a private sandbox that doesn’t touch your message allowance, your Insights or your gap queue, and works before you publish. Ask it the five questions your team answers most often.
Check the citation, not just the answer. A correct-sounding answer with a citation pointing at the wrong passage is a problem you want to find now, while nobody is watching.
TestHow do I export a notebook?
From the docs:Exporting notebooksdocs.yourapp.com- Open the notebook.
- Choose Share, then Export.
- Pick PDF or Markdown and press Export.
The answer is assembled from the docs, in a neutral product voice, with the source attached. Open the chip and you get the passage it used. Test the edge on purpose
Now ask it three things your docs genuinely do not cover. This is the test that matters, and it is the one demos skip.
What you want to see is a refusal that looks like a refusal: the dashed treatment, an honest admission, the searches it ran before giving up, and an offer to pass the question to a human. What you do not want is a fluent paragraph inventing a discount policy.
TestIs there a student discount?
Not in the source material
The docs don’t mention a student discount, so I won’t guess. Want me to pass your question to a person?
I looked 3 ways before answering
Want a person to pick this up?
Leave your email and your question goes straight to the team.
[email protected]Send to the team
The gap is a designed moment, not an error state. It offers the handover, and the question goes to your queue so one answer from you closes it permanently. - A questionThe twin checks your material.
- Material foundAnswer with a citation that opens the passage.
- Material missingAdmit the gap and add it to your queue.
What happens at the edge of the material Wire it into your product
A Support Agent has no public link, which is the point: your own site vouches for its visitors. Your server mints a short-lived token with the signing secret, and the widget carries it. Nobody can reach the agent with the URL alone.
The Publish tab’s Install panel walks you through it: the secret (kept under Security), the token-minting code to run server-side, and the widget snippet. Keep the secret on your server — never in a browser bundle, never in your repo.
Publish · Install- 1 · Your signing secret is under SecurityYour server signs every visitor token with it.
- 2 · Mint a token on your serverPer page load, for each signed-in user of yours. Fifteen minutes is plenty; an hour is the most we accept.
- 3 · What your site tells this agent
- 4 · Drop the widget on your pageWorks as the floating bubble or the chat bar.
Four steps: the secret, a token your server mints per signed-in user, what your site tells the agent, and the widget. Fifteen minutes of token life is plenty. - Your productKnows the signed-in user and mints a token.
- The widgetCarries the token; the URL alone gets nobody in.
- Your twinVerifies the token, then answers from your docs.
How a visitor is let in Answer the gaps once, and keep answering them
Watch the gap queue for the first fortnight. Each unanswered question is either a missing docs page or a real product gap, and you will be able to tell which within a week.
Answer it once in the dashboard and the agent uses your answer from then on, overriding older material. That is the loop that makes the agent better than the docs it started from — and it turns support volume into documentation instead of away from it.
What this will not do
Every playbook carries this section, because a recipe that only lists what works is marketing.
- It is text only. There is no voice or audio agent, and no phone support.
- It will not make an agent safe for regulated advice. Answering from your docs is not the same as being qualified to advise, and no configuration changes that.
- It does not connect to Intercom, Zendesk or a CRM today. Handover is to your Inbox; helpdesk integrations are something we are exploring, not something you can switch on.
- A citation proves where an answer came from, not that the answer is right. If the docs are wrong, the agent will be wrong and show you exactly which paragraph made it so.