# 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 the AI Support Agent does

The AI Support Agent is an embeddable chat widget that answers your customers' questions using **your own content**. You attach knowledge sources (your Help Center, website pages, uploaded files, and more), the agent indexes them, and when a visitor asks a question it retrieves the most relevant passages and writes a grounded answer. This technique is called **RAG** (retrieval-augmented generation): the agent answers from what it has indexed rather than guessing.
## How a conversation flows

- A visitor opens the widget on your site and types a question.
- The agent searches your indexed knowledge and pulls the closest-matching chunks.
- It composes an answer and shows the **sources** it used.
- If it can't help, it offers to **escalate** — creating a Support ticket, collecting an email, or showing a custom message.

## Where to find it

Open the AI Support Agent app from your account. The agent list shows every agent in your workspace; you can run more than one (for example, one for sales and one for support). Each agent has its own detail page organized into five tabs: **Configuration**, **Knowledge Sources**, **Embed Code**, **Test Agent**, and **Conversations**.
## Get started

- [Create your first agent](create-your-first-agent)
- [Add knowledge sources](add-knowledge-sources)
- [Embed the chat widget](embed-the-chat-widget)
- [Set up escalation and handoff](set-up-escalation-and-handoff)

Agents are created as **Draft** and stay hidden until you set them **Live**, so you can configure and test safely before launch.

---

## 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)
- [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)
- [Closing conversations](https://help.totalctrl.app/en-US/articles/agent-closing-conversations)

---
[← Back to TotalCtrl Help Center](https://help.totalctrl.app/en-US/)