Support Agent Mode

What Support Agent Mode Does

Support Agent Mode turns one allv agent into a customer-facing support assistant. It gives your team one shared support inbox, a place to add help content, and a safer way to draft or send replies when the answer is clear.

• Bring customer messages into one support inbox instead of splitting them across tools.
• Use your FAQs, policies, and help notes before a reply is drafted.
• Let the agent reply automatically only when the answer is clear and low-risk.
• Hand off to a teammate when the issue needs human judgment.

Set Up Your First Support Agent

1. 1

   Choose where messages should come from

   Open `/support`, go to Channels & settings, and turn on only the channels your team wants customers to use first.

2. 2

   Add help content

   Open Knowledge and add FAQs, policy notes, product help pages, or internal guidance that should shape replies.

3. 3

   Choose how replies behave

   Pick whether replies stay draft-only, reply automatically when safe, or reply automatically only on selected channels.

4. 4

   Publish the support agent

   Turn on publishing when your first channels and help content are ready for real customer conversations.

• check_circleStart with one or two channels instead of turning everything on at once.
• check_circleKeep billing, refund, and account-access topics on the safer side until your team is comfortable with the flow.
• check_circleReview a few real conversations before expanding auto-reply coverage.

Channels Customers Can Use

You can choose the customer channels that make sense for your team. You do not need to use every channel at once.

• Website widget for live support chat on your site.
• Email for support messages that arrive through a connected inbox.
• Slack for shared channel or thread-based support flows.
• Telegram for message-based support handling.
• Discord for community or channel-based support.
• API intake when another frontend or backend sends support messages into allv.

How the Support Inbox Works

The Support inbox helps your team review conversations, step in when needed, and keep customer follow-up in one queue.

• Open: conversations waiting for progress.
• Needs human help: conversations that need teammate review because the reply is sensitive or uncertain.
• Waiting on customer: conversations where a reply was sent and the next move belongs to the customer.
• Resolved: conversations that are complete for now.

• check_circleOpen the full transcript before sending anything important.
• check_circleReview the AI summary and draft reply to save time.
• check_circleAssign teammate when someone specific should take ownership.
• check_circleResolve or reopen the conversation as the situation changes.

Knowledge and Safer Replies

The support agent works best when it has the right help content. Knowledge gives the agent a better chance of drafting useful replies before your team steps in.

• Add FAQs for common questions customers ask.
• Add policy notes for billing, refunds, shipping, or account changes.
• Add product notes and help-page links so replies stay grounded in real guidance.
• Add internal notes that help the team keep support decisions consistent.

If you choose Draft only, replies stay with your team until someone reviews them. If you choose Reply automatically when safe, the agent sends clear low-risk replies on its own and hands off when the situation feels uncertain.

Team Access and Oversight

Support Agent Mode fits into the same workspace, team access, and review model as the rest of allv, so teams do not need a separate system just for support.

• Choose which teammates can access the agent and support inbox.
• Assign specific conversations to the right person.
• Use approvals when your process requires extra review before a reply is sent.
• Use notifications so teammates know when a conversation needs attention.