# AI Support Agent Overview

**Category:** [AI Chat Agent](https://help.totalctrl.app/hc/totalctrl/totalctrl-help-center/en-US/categories/agent)
**Updated:** 2026-08-19

## What is the AI Support Agent?

The AI Support Agent is an LLM-powered chatbot you embed on your website. It answers customer questions using your knowledge base — Help Center articles, web pages, uploaded documents, and manual Q&A pairs — and escalates to a human support ticket when it can't help.

## How it works

  
- You configure knowledge sources (Help Center, URL crawl, PDF, or manual Q&As).
  
- TotalCtrl indexes the sources using vector embeddings (pgvector).
  
- When a visitor asks a question, the agent semantically searches the knowledge base and feeds relevant content to the LLM.
  
- If the visitor's issue can't be resolved, they can click **Get human help** to open a support ticket.

## Embedding the widget

Add the one-line JavaScript snippet (found under **Agent → Embed**) to any page where you want the chat widget to appear.

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## Related Articles

- [Reading your agent analytics](https://help.totalctrl.app/en-US/articles/agent-analytics)
- [Embed the chat widget](https://help.totalctrl.app/en-US/articles/embed-the-chat-widget)
- [AI Support Agent overview](https://help.totalctrl.app/en-US/articles/ai-support-agent-overview-1)
- [Managing Agent Conversations](https://help.totalctrl.app/en-US/articles/managing-agent-conversations)
- [Add knowledge sources](https://help.totalctrl.app/en-US/articles/add-knowledge-sources)

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