Support Bot Documentation

Accurate, safe, and fast customer support automation

Build a guardrailed assistant that cites sources, escalates to humans, and runs everywhere your customers are.

Overview

Support Bot combines retrieval-augmented generation (RAG), omnichannel delivery, and robust guardrails. Use a visual flow builder or our SDKs to shape tone, tools, and escalation.

  • Instant Answers (RAG)
  • Enterprise Guardrails
  • Omnichannel API
  • Analytics & QA

Quick Start

  1. Create a Project in the dashboard.
  2. Connect a Knowledge Source (upload files or crawl a help-center).
  3. Enable Guardrails (redaction, deny topics, citation-required).
  4. Embed the Web Widget or add Slack.

Minimal web embed:

<!-- Replace YOUR_PROJECT_ID -->
<script async src="https://cdn.deaimer.ai/widget.js" data-project-id="YOUR_PROJECT_ID"></script>

Knowledge Sources

Mix and match sources. New content is indexed automatically.

  • Crawler. Provide a sitemap or start URL; we follow canonical links and skip blocked paths.
  • Files. Drag-and-drop PDFs, DOCX, HTML, Markdown. Text is extracted and chunked with structure.
  • Snippets. Add quick answers or policy notes that should always take precedence.

Guardrails & Policies

Policies

Deny topics, require citations, or force fallback messages per channel or role.

Redaction

Strip PII before indexing and before answering. Logs store hashed tokens only.

Escalation

On low confidence or policy hit, route to humans with transcript & sources.

Roles

Different responses for visitors, customers, and agents via role claims.

Channels & Embeds

Web Widget

Drop-in script, customizable theme and launcher text.

<script src="https://cdn.deaimer.ai/widget.js" data-project-id="YOUR_PROJECT_ID"></script>

Slack

Install the app, map channels to projects, and set escalation to a triage channel.

# respond to /ask in #support
deaimer slack connect --project YOUR_PROJECT_ID

Analytics

  • Deflection rate, CSAT, first response time
  • Low-confidence answers and content gaps
  • Escalations by reason (policy/low-confidence/intent)

API (REST/GraphQL)

Use REST or GraphQL. Your project’s dashboard shows the exact base URL and keys.

REST example

curl -X POST "$BASE_URL/v1/query" \
  -H "Authorization: Bearer $DEAIMER_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "project_id": "YOUR_PROJECT_ID",
    "messages": [{"role":"user","content":"How do I change my plan?"}],
    "require_citation": true
  }'

GraphQL example

mutation Ask($input: AskInput!) {
  ask(input: $input) {
    answer
    citations { title url snippet }
    confidence
  }
}

Note: Enable or disable tools (crawler, webhooks) per project in the dashboard.

Webhooks

Receive events for escalations, low confidence, or form captures.

{
  "type": "escalation.created",
  "project_id": "YOUR_PROJECT_ID",
  "payload": {
    "conversation_id": "conv_123",
    "reason": "low_confidence",
    "question": "How do I export billing history?",
    "answer": "I'm not fully sure. Connecting you to a human...",
    "citations": []
  }
}

Security & Compliance

  • Role-based access control, SSO/SCIM (Growth/Scale)
  • PII redaction at index and answer time
  • Region locking & data residency options
  • Audit logs and exportable transcripts
Read our security overview

Troubleshooting & FAQ

Answers lack citations

Enable “Require citation” and ensure your sources aren’t marked private to the assistant role.

Widget won’t load

Confirm the script domain is allowed by your CSP and the data-project-id matches your dashboard.

High escalation volume

Lower the confidence threshold gradually, expand sources, and add targeted snippets for top failure intents.

Still stuck? Contact support.