Knowledge Articles
How-to guides for getting the most out of SupportFlow AI.
Configuring the embedded widget
Set the widget position, welcome message, AI assistant name and theme from Admin → Settings. Changes preview live before you publish.
Building an effective knowledge base
- Group articles by application and topic
- Use clear titles that match how users phrase problems
- Add code samples and screenshots where relevant
Managing escalations
Agents can escalate a ticket to any team member by searching and assigning. The full conversation context travels with the ticket so the new owner ramps instantly.
Reading your analytics
- Heatmaps show when ticket volume peaks
- Filter by application to isolate problem areas
- Verified Resolution and Reopen rates measure quality