How it works in two minutes
You want the mental model before diving into setup.
There are three pieces to understand.
1. The agent
The brain. It reads everything you've taught it — store facts, Instructions, knowledge sources, and topics — and uses verified, server-side lookups for anything live (orders, products). It never guesses at order or product data; those answers come from a real lookup, not the model.
2. The customer support page
Where your shoppers meet the agent. It's a dedicated page (you choose how to link or embed it) that walks a customer through three stages: enter contact details, browse quick answers and topics, then chat. If the agent can't help, it hands off to your team.
3. Your dashboard
Where you run everything: connect your store, train the agent, customize its look, watch metrics, spot-check conversations, and manage your plan. When something looks off, the dashboard's built-in debug tools (order, product, and CRM testers) are your first stop.