Make the everyday easier.
Help with setup steps, product information and the policies you’ve documented.
The TruCom platform AI support agent
Help that starts with your knowledge
Good answers start with what you know.
Put your help articles, documents and website content to work. TruCom’s AI support agent uses the knowledge you choose to answer customer questions, with a clear way to bring in your team.
For your customers. Connected to your team.Three moments in a conversationA useful answer.
A useful answer.
A thoughtful next step.
How do I invite a teammate?
Acme assistant AI
Open Team in your workspace settings, choose Invite teammate, and enter their email address. They’ll receive an invitation to join.
From the business’s knowledgeInviting your team
An answer supported by the example knowledge“Choose Invite teammate in Team settings. Enter their email address to send an invitation.”
Can you guarantee a custom contract for us?
Acme assistant AI
I don’t have enough information to answer that. I’ll pass your question to the team so they can help.
When knowledge isn’t enoughNo supported answer found
Human help requested · AI pausedA request goes to the team instead of an unsupported promise about a contract.
Could I speak to someone from your team?
Acme assistant AI
Of course. I’ve let the team know you’d like to speak with someone. Your conversation will stay here for them.
Same conversation, next personThe team has the context
Waiting for a teammate · AI pausedThe request and messages remain in the shared inbox, ready for an eligible teammate to pick up.
Illustrative product example. Choose a question to see how the conversation changes.
Start with your knowledge.Keep your team within reach.Test before you switch on.
Give your answers a useful foundationYour business knows a lot.
Your business knows a lot.
Put that knowledge to work.
Start with the questions customers already ask. Bring the answers you trust into TruCom, then choose which sources the AI can use for customer-facing replies.
Knowledge for Acme supportIllustrative sources
Getting started with your workspacePublished help articleCustomers
Delivery and returnsSupported website contentCustomers
Product care guideUploaded documentCustomers
Questions we hear oftenPasted textCustomers
One place to keep useful answers.
Use published articles, supported website sources, documents or pasted text. When the information changes, update the source and let TruCom index the current content.
Choose the audience for each source. Customer replies draw from knowledge intended for customers; internal material can stay available to your team.
Clear source content matters. The AI uses it to prepare an answer, so a good guide is more useful than a promise it has no evidence for.
Explore the knowledge baseKeep the answer connected.
Relevant knowledge is retrieved for the question. You can choose whether visitors see source citations.
Leave room for uncertainty.
When the available knowledge cannot support an answer, the conversation can move to your team.
There is a person behind the productA handoff should feel
A handoff should feel
like the conversation continues.
A customer may need judgment, reassurance or an answer you haven’t documented. Let them reach your team with the question and conversation already in place.
Recognise the moment.
A request for a person or insufficient knowledge can start a human handoff.
Bring the team in.
Eligible responders are notified. Department routing helps the request reach the people who can take it.
Let the person take over.
AI pauses for the conversation. The teammate joins the same thread and can see what has already been said.
Choose the role AI playsLet AI help
Let AI help
when it makes sense for you.
Use automatic answers where they fit your support process. You can also reserve AI for times when agents are unavailable, use it outside business hours, or keep assistance with your team.
Operating mode example
Help with eligible customer questions.
Allow AI to answer eligible messages from your customer-safe knowledge. Conversation state, available knowledge and AI access still determine whether a reply can run.
Operating mode example
Help beyond your opening hours.
Use AI outside the configured business hours while your team is away. Questions that need a person can wait in the shared inbox.
Operating mode example
Keep AI assistance with the team.
Use internal Copilot tools while your teammates handle customer replies. This mode does not enable automatic visitor answers.
You can disable the agent, pause AI in a conversation, or resume it when appropriate. AI availability depends on your plan, credits and workspace configuration.
Try a real question firstSee the answer.
See the answer.
Look at what it’s based on.
Use the AI Playground to ask the kinds of questions customers bring to your team. It shows whether the agent would answer or hand off, along with the knowledge retrieved for the question.
Read the answer and the source excerpts together. If an important detail is missing, improve the knowledge and test again before enabling customer replies.
It’s a practical way to check your setup and spot gaps. A successful test is a useful signal, rather than a guarantee about every future question.
Test question“Where can I resend
Would answer
“Where can I resend
a team invitation?”
Would answerOpen Team in your workspace settings and resend the invitation for that teammate.
Retrieved sourceTeam invitation guide
“An invitation can be resent from Team settings.”
Set it up with careGive it the knowledge.
Give it the knowledge.
Make the welcome yours.
Choose the information, voice and availability that fit your business. Start with a focused set of useful answers, then improve it as you learn from customer questions.
Choose the knowledge.
Add your sources, set their audiences and check they’re ready. Keep the policies and instructions customers need up to date.
Give the agent direction.
Set its name, business context, tone and reply length. Describe its role and boundaries, then test how those choices come through.
Choose access and timing.
Select an available model tier and operating mode. Check your AI allowance and credits, and make sure the team can receive handoffs.
Already using TruCom live chat? AI replies travel through the same conversation experience.
Explore live chatA few useful answersBefore the agent
Before the agent
meets your customers.
What knowledge can we give the agent?
You can use AI-enabled help articles, supported website sources, uploaded documents and pasted text. Source readiness and audience settings determine what can be retrieved for customer questions.
What happens when it cannot find an answer?
When the available evidence does not support a reply, TruCom can request human help rather than generate a business answer without a useful basis. The conversation stays available to the team.
Can a customer ask for a person?
Yes. A human request can notify eligible responders and pause AI for that conversation. When a teammate joins, they continue in the existing thread.
Can we try it before enabling customer replies?
Yes. The AI Playground accepts customer-style questions and shows a simulated answer or handoff outcome, with retrieved sources and excerpts.
Is this the same as Agent Copilot?
They work on different sides of support. The AI support agent can reply to eligible customer messages. Agent Copilot prepares internal summaries, relevant knowledge and reply drafts for your teammates to review.
How is AI usage handled?
Access, model choices and usage depend on your plan and workspace settings. Chargeable AI work uses your AI credit balance according to the configured rates. Review the allowance and usage in your workspace; the page examples do not use those credits.
TruCom AI support agentPut what you know
Put what you know
within your customers’ reach.
Start with useful knowledge. Keep your team close.