Support, chat and the AI agent

Macros and support automations

Save canned responses as macros agents apply in a click, and build automation rules that auto-assign, auto-reply, tag, set status, or drop an internal note the moment a ticket matches your conditions.

Set up SLAs and escalation

Set first-response and resolution targets per priority, pause and resume the timer when the ball is in the customer's court, and have KudosCRM escalate a ticket automatically the moment an SLA timer elapses.

The internal knowledge base

Write, publish, and search a vetted library of answers your support agents rely on. KudosCRM's knowledge base is internal and agent-facing today — articles carry slugs, draft/published/archived states, and helpful and view counters.

Build your own help center

Publish a public knowledge base for your customers — sections, articles, search, feedback and a contact form that files real tickets. Articles are drafts until someone publishes them.

Create, assign and reply to a ticket

The everyday loop: log a request, put it on the right person, answer the customer, and leave the record in a state your colleagues can read.

Live chat: appearance, greeting and starters

Make the widget look like your site and say something useful before anyone types — the accent colour, position, launcher style, greeting, welcome message and the starter questions.

Live chat: install the widget on your site

Drop one script on your site to put live chat in the corner. The step people miss is allow-listing the domain — without it the widget refuses to load and nothing appears.

Merge tickets and handle duplicates

When the same customer raises the same problem twice — by email and then by chat — merging puts the history in one place instead of two agents answering in parallel.

Support settings: channels and email aliases

Point a support address at KudosCRM so incoming mail becomes tickets, and understand which of the six channels have a real intake path behind them.

The conversations console

Where live chat is answered — the queue of visitor conversations, who is waiting, and how a chat becomes a ticket when it needs to outlive the session.

The support inbox and ticket board

Where support work lives — the queue, the board, and the statuses that decide what counts as open. Six channels can be recorded on a ticket, and knowing which ones have a real intake path saves confusion.

Ticket types and intake questions

Ask the right questions at the point a request is raised, so a ticket arrives with the details an agent needs instead of starting with a round of clarification.

Train the AI agent on your knowledge

Feed the agent what it should know — uploaded files, question-and-answer pairs, your help center, or a crawl of your website — and it answers from that rather than from guesswork.