Ferndesk
Assistant

What is the AI assistant

The AI assistant answers customer questions using your knowledge base. Users type questions in natural language and get instant answers with citations to your articles.

The AI assistant is available in two places:

  • Help Center: Users click the Ask AI button in the header to open an AI panel

  • Help Widget: Users access AI assistance through the chat tab in your embedded widget

The AI assistant requires at least one published article to work.

How it works

When users ask questions like "How do I reset my password?" the AI:

  1. Searches your knowledge base

  2. Generates an answer synthesized from relevant articles

  3. Provides clickable citations to source articles

Each response shows thumbs up/down buttons for feedback. Positive feedback displays a thank you message. Negative feedback prompts users to contact support (in the widget) or continue searching (in the help center).

Help Center AI Panel

When enabled in your help center, the AI assistant appears as an Ask AI button in the header. Clicking it opens a side panel where users can:

  • Ask questions in natural language

  • View streaming responses with citations

  • Provide feedback with thumbs up/down

  • Start new conversations

Widget AI Chat

In your embedded widget, the AI assistant appears in the chat tab. Users can ask questions and receive the same AI-powered responses with citations and feedback options.

Routing to human support

The widget automatically shows a "Contact support" button in two situations:

  • Question can't be answered – When the AI finds insufficient information, it skips feedback and shows the contact button immediately

  • Negative feedback – When users click thumbs down, the widget asks "Sorry that didn't help. Would you like to contact support?" and displays the contact button

The button routes to your configured contact method (email form or external link). If contact is set to "None" in widget settings, the button won't appear.

Configure contact methods in widget settings. The email option includes file uploads for screenshots.

Getting started

To use the AI assistant in your help center:

  1. Navigate to Help Center → Customize in your dashboard

  2. Find the AI Answers section

  3. Toggle Enable AI answers to ON

  4. Publish at least one article to your knowledge base

To use the AI assistant in your widget:

  1. Embed the widget on your site

  2. Enable AI assistant in widget settings

  3. Publish at least one article to your knowledge base

You can enable the AI assistant separately for your help center and widget, or use both together for a comprehensive self-service experience.

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