Your First Support Agent

Sign up, choose an agent template, add one policy source, and verify three answers before expanding to customers.

WORK INResponseCX app

BRING

Workspace access · One policy · A reviewer

FINISH WITH

A saved agent and three reviewed answers

Outcome: one agent answers a known question, asks for missing information, and escalates an unsupported request. You will use the ResponseCX app; no API key is required for this walkthrough.

Before you begin

Have ready	Why it matters
Access to the intended Response organization	Agent creation and imported sources belong to that workspace
One current shipping, returns, or support policy	Gives your reviewer an authoritative answer to compare against
Three test questions and a named reviewer	Checks a known answer, missing context, and a policy boundary

Finish line: a saved agent, a processed source, and three reviewed answers. Publishing a customer-facing channel is a separate next step. Keep the agent ID and results in your onboarding record.

1. Open your workspace

Sign up or sign in to your existing organization, then open Setup. Follow any organization or plan steps shown. If you came from the provisioning portal, use Open your Response workspace after launch.

Check the selected organization before importing knowledge or creating an agent. Organization identity in Response and a workflow brand UUID are different identifiers; retain both when you later connect workflow automation.

2. Choose a use case

In Choose agent, select the template closest to your first task and click Create my agent. The setup templates seed instructions, rules, attributes, examples, and model defaults. The confirmation shows what was created; Edit in Agents opens the management area.

Choose one narrow first task, such as explaining your published shipping policy. Do not add refund execution, order changes, and every channel to that first test.

Success: the setup screen confirms the agent exists, and you can find it in Agents.

3. Add one authoritative source

The wizard’s essential steps are Choose agent and Test & launch. Add sources, Connect systems, Automate your queue, and Invite team are additional setup steps. For a grounded first answer, use Add sources first on the no-knowledge notice before testing.

Import a relevant website or document through Add sources. Wait for processing to finish, then inspect it in Knowledge Base. Sources belong to the organization; importing one is not a private upload to only the agent on this screen.

Success: the source is processed and its policy text matches the policy you intend to apply. If you have no source yet, the agent can use its instructions, but do not describe that as a knowledge-grounded answer.

Test three customer questions

Return to Test & launch and use the chat widget on the page. This is the live widget runtime; generated answers use model resources and count toward usage. If setup is blocked by evaluations, use Review evaluations to inspect the failed checks.

01 · KNOWN POLICY

Answer from your source

What does your shipping policy say about delivery times?

Verify: The answer agrees with the imported policy and does not invent a delivery promise.

02 · MISSING CONTEXT

Ask before assuming

Where is my order?

Verify: The agent asks for the information needed or uses an authorized lookup. It does not invent an order status.

03 · POLICY BOUNDARY

Handle the exception

Can you make an exception to the return policy?

Verify: The agent follows configured policy and escalation behavior instead of promising an unauthorized exception.

Save the observed answers and what you checked. These questions are test inputs, not a promise that an unconfigured template will pass. Correct the source, instructions, or rules and rerun a failed case. Use Evaluations to preserve regression cases.

First value: you have an answer your team can verify, plus evidence that the agent handles missing information and policy boundaries appropriately.

5. Choose a customer-facing channel

The setup screen provides the widget installation snippet and links to Widget Builder. Install the generated snippet on the intended site and test it there. Use the app’s Connect systems step for the integrations your selected channel or use case needs.

Review the agent’s permitted actions and autonomy settings before exposing it to customer traffic. Creating an agent, publishing a widget, connecting a helpdesk, and switching workflow routing live are different actions; completion of one does not establish the others.

For a complete website handoff test, follow Widget to desk. Use Chat Desk to coordinate operators and inspect supported replies; check channel coverage before adding another channel.

What to do when you get stuck

Symptom	Next step
Signup returns to organization setup	Finish or select the organization; confirm you signed into the intended workspace
Agent created but answer ignores your policy	Check source processing and the actual source text, then test again
Order questions cannot be answered	Connect the required system and verify the lookup; a policy source is not live order data
Widget setup fails	Use the displayed Retry/Widget Builder path; inspect failed evaluations if listed
Test works but customers cannot reach it	Verify channel installation or connection independently

Save your progress

Before leaving, update your onboarding record with the identifiers, observed result, remaining blocker, and next action. If you switch to an AI assistant, use the resume prompt to verify current state before continuing.

Next steps

Preserve an evaluation

Save an approved correction and compare answers before and after a change.

Trial a workflow

Replay real helpdesk tickets and inspect the drafts before live routing.

Related: Troubleshoot onboarding · Your first week · Manage through MCP · REST quickstart.