Support escalation adds a Contact support button to the AI assistant web component that you embed on other websites. The button opens a request form, and your support team gets the request and the conversation by email. Support escalation is off by default. The built-in AI assistant of your Redocly project never displays this button.
- 1
In Reunite, open your project, and select Settings > AI assistant. You must have the Maintain or Admin role in the project.
- 2
In the Support escalation section, turn on Contact support, and enter the Support email.
- 3
(Optional) In Always show the button after, change the number of questions after which Contact support appears.
- 4
(Optional) To let the assistant display Contact support when it cannot answer or the user asks for a person, turn on Offer support automatically.
- 5
Select Save.
The settings apply to the next question. You do not change your site.
The assistant displays the Contact support button when one of these conditions is true:
- The user asked the number of questions defined in Always show the button after. The default value is
3. - Offer support automatically is on, and the assistant cannot answer the question, or the user asks for a person.
- A question fails. The button does not show if no answer started in the conversation yet, for example when the first question fails with a network error.
Each request is an email to your support team. The email contains:
- the user's email address, and optionally their name
- an optional message from the user
- the URL of the page where the user opened the assistant
- the conversation transcript
- a link to the conversation in Reunite
To answer the user, reply to the email.
In Reunite, select Reports > Analytics, and open the conversations from the AI Assistant section. When support escalation is on, the page shows the Escalations and Ticket prevention tiles, and the Escalated tag on each conversation with a support request. The page also displays user ratings for each answer. The project's Feedback page doesn't include these ratings.
- AI assistant web component - Add the assistant to your site
- Analytics - See the questions that users ask and how they rate the answers