SearchUnify AI Support Agent

The AI Support Agent acts as the first-line, autonomous support assistant for quick answers and basic troubleshooting. It operates as an L1 assistant that answers common questions, runs guided troubleshooting, gathers missing context, and escalates to ticket creation or a live agent with full conversation history—depending on what has been enabled in your Salesforce org.

It uses SearchUnify RAG, your connected knowledge sources, configured tools/integrations (e.g., Salesforce, Zendesk), and policy instructions to keep answers accurate and compliant.

Core capabilities

  • Autonomous resolution: Handles routine issues end-to-end without human intervention.

  • Multi-turn context: Remembers details within the current conversation.

  • Proactive clarification: Asks for missing details (version, environment, steps tried).

  • Smart escalation: Creates a ticket and/or hands off to a human with full context (if enabled).

  • Channel coverage: Works on web/chat/helpdesk channels you’ve connected.

  • Operational analytics: Tracks resolution, escalations, response times, satisfaction/feedback.

How It Works (At a Glance)

After a user enters their query, the agent:

  • Searches through approved sources and drafts the best-possible response.

  • Asks for Clarify (if needed) in case the agent's confidence in the response is low.

  • Resolves issues if users confirm that the provided resolution answered their query/concern.

  • Escalates (if needed) by offering to Create Ticket and/or Connect to an Agent and forwards conversation context to help agents.

  • Asks for feedback on the response (thumbs up/thumbs down) or add a comment to improve future guidance.

Escalation & Handoff

  • Ticket creation: Prefills summary, steps tried, error text, environment, and attachments (if captured).

  • Live agent handoff: Shares the full conversation so the user doesn’t repeat themselves.

  • Routing: Uses your configured queues/skills; fallbacks go to the default queue.

  • Availability: Both options appear only if enabled for the user’s tenant/role.

Set up Support Agent

Setting up a Support Agentconsists of the following steps:

Once the agent has been deployed, you can view the analytics for it in AI Support Agent Analytics — Overview.