SearchUnify AI Support Agent: End-User Help Guide

Use the AI Support Agent to ask questions, troubleshoot issues, share context, revisit conversations, and escalate when needed.

Overview

The AI Support Agent is an autonomous L1 support assistant that helps you get quick answers, troubleshoot issues, and share the right context for faster resolution. Depending on your organization's configuration, it can also help you create a support case or connect with a live agent when additional help is required.

Availability: Some capabilities, such as file upload, voice input, case creation, live-agent transfer, and chat history retention, depend on your organization's configuration.

What You Can Do with the AI Support Agent

Ask product, troubleshooting, or support-related questions in natural language.
Upload images, files, logs, or screenshots to provide additional context.
Use voice-to-text to enter a query when enabled for your organization.
Continue meaningful conversations from chat history when continuation rules allow.
Create a support case or transition to a live agent if the issue cannot be resolved by the agent.
Share feedback using thumbs up or thumbs down to help improve future guidance.

Navigating the Interface

The AI Support Agent is available through a floating widget and can open in different interface states depending on your device and interaction. The primary interface states are described below.

1. Default Compact Widget

The compact widget appears as a small floating bubble, usually in the bottom-right corner of the screen. Hovering over the bubble displays the agent name and avatar.

2. Compact Chat View

Click the floating bubble to open a small chat panel for quick interactions. In this view, you can enter a query, send your message, attach supporting files or images, and use voice-to-text if enabled.

3. Expanded Overlay View

Click the Expand icon to open a larger workspace. On the desktop, the expanded view includes the main conversation area and a sidebar for conversation history. Use the Contraction icon to return to the compact panel or the Close icon to exit the overlay.

4. Sidebar and Collapsed Sidebar

In the expanded desktop view, the sidebar provides access to chat history, search, and new-chat actions. You can collapse the sidebar to create more space for the active conversation. In the collapsed state, shortcut icons remain available for actions such as search and starting a new chat.

How to Use the AI Support Agent

Step 1: Ask Your Question Clearly

Describe your issue in the input box. For best results, include relevant details such as:

Product or module: The feature, product area, or workflow impacted.
Expected vs. actual behavior: What should have happened and what actually occurred.
Error text: The exact error message, code, or warning, if available.
Steps already taken: Any troubleshooting actions you have already attempted.

Step 2: Add Context with Attachments

Use the attachment option to upload supporting material that can help the agent understand the issue more accurately. Common examples include screenshots, log files, configuration documents, or other relevant files.

Step 3: Respond to Clarifying Prompts

If the agent needs more information, it may ask follow-up questions. Reply in the same thread so the agent can maintain the context of your issue.

Step 4: Confirm Resolution or Escalate

After suggesting a solution, the agent may ask whether the answer helped. If the issue continues, the agent can offer next steps such as creating a support case or connecting you to a live agent, depending on your organization's setup.

Step 5: Share Feedback

Use the thumbs up or thumbs down icons to rate the response. Your feedback helps improve the agent's future guidance and support quality.

Chat History and Persistent Conversations

The Chat History Panel lets you revisit and continue meaningful support conversations. It is designed around conversations, not individual browser sessions, so a single support thread can remain available across visits when the continuation rules allow it.

Session vs. Conversation

Concept	Meaning	Example
Session	A time-bound interaction window with the agent. A session expires after 60 minutes of inactivity.	You open the chat, ask a question, and then stop interacting for more than 60 minutes.
Conversation	A meaningful support thread based on your issue or intent. One conversation can include multiple sessions.	You return later and continue troubleshooting the same issue from history.

When a Conversation is Saved

A conversation is created only after you send a meaningful support query. Greetings, small talk, or generic non-intent messages do not create a saved history tile.

Once created, the conversation appears as a tile in the Chat History Panel. The title is generated automatically from the first one to three meaningful queries and remains fixed unless you rename it manually. If the title is too long, it is shortened in the sidebar and the full title is shown in a tooltip.

Session Expiry and Continuation

If there is no activity for 60 minutes, the session expires. The current chat remains visible and no data is lost. A conversation moves to Chat History only after a termination action, such as refreshing the page, closing the tab, reloading the browser, opening the agent in a new tab or window, or clicking New Chat.

Important: If the previous conversation only became inactive, your follow-up may continue in the same conversation with prior context. If the issue was resolved, escalated to a human agent, marked unsuccessful, or explicitly ended, the next meaningful query starts a new conversation and previous context is not reused.

Using and Managing Chat History

Open a Previous Conversation

Open the expanded view and select a conversation from the Chat History Panel. The agent loads the saved conversation and, when allowed by continuation rules, can use the previous context to help you continue from where you left off.

Search Conversations

Use Search to find conversations by conversation title or associated case title. The first set of conversations loads initially, and more conversations load as you scroll or continue searching.

View Conversation Details

Hover over a conversation tile to view additional details such as the full conversation title and associated case information, when available. If multiple cases are linked to a conversation, the panel may show a limited set first and provide an option to view more.

Rename or Delete a Conversation

Hover over a conversation tile to open the three-dot menu. From this menu, you can rename or delete the conversation. Renaming changes the displayed title but does not change the conversation itself. Deleting removes the full conversation and its associated sessions from history.

Clear All Chat History

Use the trash icon in the Chat History Panel to clear saved conversations. A confirmation dialog appears before deletion. Clearing history removes saved conversations from the history panel but does not affect your currently active session.

Conversation Retention

Your organization controls how long conversations are retained. Depending on the admin configuration, conversations may be retained for 24, 48, or 72 hours. The retention timer resets when there is new activity in the conversation. After the retention period ends, the conversation is automatically removed from history.

Mobile and Small-Screen Behavior

On mobile devices or smaller windows, the interface adjusts for readability. The chat area is prioritized, and chat history may appear as a slide-in drawer instead of a pinned sidebar. After you select a conversation, the history drawer can collapse automatically so you can continue chatting with more screen space.

Attachments and Context in Saved Conversations

When a saved conversation is resumed, previous text, images, and files remain available while the conversation is retained. The agent uses prior context only within the same conversation and only when continuation rules allow it. Context from one conversation is not mixed with another conversation.

Behind the Scenes

Conversation context: The agent can remember prior messages within the same conversation, including across sessions when allowed.
Approved knowledge sources: The agent searches approved content and configured integrations to provide relevant answers.
Tool-based assistance: Depending on setup, the agent may use configured backend tools or integrations to verify information, create cases, or support handoff.
Seamless handoff: If you are transferred to a live agent, relevant conversation context and attachments can be shared to help the human agent assist you faster.
Context safety: The agent does not reuse context from separate conversations, resolved issues, human handoffs, or ended sessions.

Best Practices for Better Responses

Ask one issue at a time so the conversation remains focused.
Include exact error messages, screenshots, and logs whenever possible.
Answer clarifying questions in the same conversation instead of starting a new chat.
Use New Chat when you want to start a different issue or prevent prior context from carrying forward.
Use feedback controls after the response so the support experience can continue to improve.

Frequently Asked Questions

Will every message create a history item?

No. Greetings, small talk, or generic non-intent messages do not create a saved conversation. A history item is created only after a meaningful support query is detected.
What happens after 60 minutes of inactivity?

The session expires, but the current chat remains visible and no data is lost. The conversation moves to history only after a termination action such as refresh, tab close, reload, opening in a new tab or window, or clicking New Chat.
Can I continue a previous conversation?

Yes, when the conversation is still retained and continuation rules allow prior context to be reused.
When does the agent start a new conversation?

A new conversation starts when the previous issue was resolved, escalated to a human agent, marked unsuccessful, explicitly ended, or when you start a separate meaningful query.
Can I delete my chat history?

Yes. You can delete an individual conversation or clear all saved chat history from the Chat History Panel, subject to your organization's configuration.
How long is chat history retained?

Retention is controlled by your administrator and may be configured for 24, 48, or 72 hours.

Note: The exact behavior and availability of some features may vary based on the configuration selected by your organization.