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Build AI Customer Support

This guide ships Customer AI for support: one Support workspace, grounded answers with citations, a website widget, and optional WhatsApp / Business Tools.

Outcome​

When you finish, you will have:

  • A Customer Support AI Workspace on app.qefro.com
  • Knowledge ingested and citation-checked
  • The website widget bound to that workspace
  • A clear path to WhatsApp (Growth+) and read-only tools

Prerequisites​

  • Organization account at app.qefro.com
  • Owner or Admin role
  • Customer-safe documents (FAQs, policies, product docs) — not HR/payroll files

Architecture​

Step 1 — Create the Support workspace​

  1. Open Admin Console → Workspaces.
  2. Create a workspace named Customer Support (or similar).
  3. Set instructions: tone, language, and “refuse when sources are missing.”

Platform background: AI Workspaces, What is an AI Workspace?.

Step 2 — Ingest knowledge​

  1. Upload PDFs/docs or crawl approved public URLs.
  2. Prefer canonical sources over stale wiki dumps.
  3. Wait for indexing to finish; reindex if you replace a file.

Platform: Knowledge Platform, Hybrid RAG.

Step 3 — Validate answers​

Ask at least ten real support questions in the console:

CheckPass criteria
CitationsAnswer points at the right doc
IdentifiersSKUs / error codes resolve
Unknown topicsAssistant refuses instead of inventing policy
IsolationHR canaries (if any) never appear

Step 4 — Embed the website widget​

<script
  src="https://cdn.qefro.com/widget.js"
  data-token="YOUR_WIDGET_TOKEN"
  data-endpoint="https://api.qefro.com"
  data-workspace-id="YOUR_SUPPORT_WORKSPACE_ID">
</script>

Copy the token and workspace id from Admin Console → Widget. Full guide: Deploy Website Widget.

Step 5 — Optional: WhatsApp​

On Growth+, bind the same Support workspace to WhatsApp so answers stay consistent. Guide: Deploy WhatsApp AI.

Step 6 — Optional: Business Tools​

Only after citations are solid:

  1. Add a read-only tool (e.g. order status).
  2. Use identify() when the API needs the logged-in customer.
  3. Monitor tool logs for a week before enabling writes.

Guides: Connect REST APIs, Secure Business Actions.

Workflow checklist​

Customer Support launch

  1. Create Support workspace — Customer-safe corpus only.
  2. Ingest + cite-test — Ten real questions minimum.
  3. Embed widget — Token + workspace id + api.qefro.com.
  4. Optional WhatsApp — Same workspace on Growth+.
  5. Optional read-only tools — identify() + logs before writes.

FAQ​

Can Support and HR share one workspace?
Not recommended. Public channels must not retrieve internal HR content. See Customer AI vs Employee AI.
When should I add WhatsApp?
After website citation quality is acceptable. WhatsApp multiplies a bad knowledge base.
Do I need Business Tools on day one?
No. Many teams ship knowledge-only Customer AI first.