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The Agent is HelpAlive’s in-app AI assistant. It lives inside your product, knows the user’s current page, role, and recent activity, and answers their questions grounded in your documentation — in real time. You configure the Agent from the Agent section of your dashboard. There are five tabs:

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What your team gets

A real-time helpdesk inside your product

Users ask questions in plain language, in the moment of confusion. The Agent answers grounded in your docs and the user’s current situation — not a generic FAQ.

Lower support volume on routine questions

Anything covered by your knowledge base resolves before it becomes a ticket. What does escalate arrives with full context attached.

A signal of what's missing

Every question the Agent couldn’t answer well lands in the Topics inbox — your team’s working backlog of “what to write next.”

A path to running [Guides](/studio/guides)

When a user’s question is “how do I do X?”, the Agent identifies the goal and (soon) launches the matching Guide instead of just describing the steps.

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What makes the Agent context-aware

A generic AI chatbot reads the message and replies. The HelpAlive Agent does more: every answer is grounded in four kinds of context, in real time.

Page context

The exact page the user is on, the title, and what’s visible on screen.

User identity

Who the user is, their role, plan, and which workspace they belong to — straight from your identify() call.

Recent activity

What they clicked, where they got stuck, and which errors they saw in the last few minutes.

Your knowledge base

Your docs, help articles, and custom answers — searched for relevance before every reply.
The result: instead of opening with “How can I help?”, the Agent says something like “I see you were trying to add a teammate from the Billing page — want me to walk you through it?”

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What your end users see

When you turn the Agent on, your users see a launcher button in the corner of your product. When they open it, they get:
  • A personalized greeting based on who they are and what page they’re on. (“Hey Priya — anything I can help with on the Workflows page?”)
  • Three suggested questions for the current page, picked from what users in similar situations actually ask.
  • A real-time conversation with thumbs-up / thumbs-down feedback, so you can see which answers worked.
  • A start-fresh option any time the conversation drifts off topic.
End users don’t install anything. The Agent appears automatically once HelpAlive is integrated.

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What you control

Every part of the Agent’s behavior is configurable from the dashboard, with a draft / publish workflow so you can preview changes before they reach end users.
  • Knowledge sources — what the Agent reads to answer questions. Crawled docs, uploaded files, or pasted text. See Train.
  • Tone and rules — formal vs casual, concise vs thorough, custom instructions like “always link to a doc” or “never recommend competitor products.” Set in Agent → Personalization.
  • Custom answers — for things that aren’t doc-shaped. Internal policies, plan-specific responses, time-sensitive notices. Configured in Agent → Personalization.
  • Appearance — color, position, welcome message, color scheme. See Appearance.
  • Visibility — turn the Agent off entirely, scope it to specific workspaces, or hide it for users who haven’t consented to chat tracking.

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At a glance

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Privacy

Conversations live in their own secure store and never mix with your behavioral analytics. Personal data in messages is automatically redacted before storage. See Privacy for the full picture.

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Next steps

Train on your docs

Add your first knowledge source.

Personalization

Set tone, write custom answers, and tune the guidance templates.

Test

Preview your draft before users see it.

Customize appearance

Match the Agent to your brand.

Configuration

Turn the Agent on or off, set rate limits, reset training.

Publishing changes

Stage your changes, preview, then publish.