Website Support Quality Checks - Docs menu

Website Support Quality Checks

Run these checks whenever you update the agent that serves the embedded website widget.

Required Knowledge

For public Website Support, the serving agent should have non-empty SOUL.md and MEMORY.md knowledge files. The published revision must include both files, and the Website Support channel must serve that published revision.

If the dashboard says Website Support knowledge needs attention, fix the named file, publish a new revision, and bind that revision before testing the widget.

Related guide: Agent Knowledge.

Buyer Prompts

Ask the widget questions a prospective customer or internal-support buyer would ask:

  • What kind of support work is Navigic best for?
  • Which plan should I use for a managed customer-support pilot?
  • Can this run on my website and in Slack?
  • How do I launch the website widget if I am not technical?
  • What happens when the agent does not know the answer?
  • Can it use my account history, order history, CRM, or prior tickets?
  • Can it handle HR, IT, access, billing, or security-sensitive requests?
  • What should I check if the widget connects but does not answer?

Pass Criteria

A production-ready answer should:

  • Stay grounded in the published knowledge.
  • Quote exact public pricing only when pricing is present in the knowledge.
  • Route Team, Enterprise, security, procurement, legal, and custom evaluation questions to the team.
  • Explain that saved draft knowledge is not live until a published revision is bound to Website Support.
  • Qualify account, order, CRM, prior-ticket, Slack, HR, IT, and access-change behavior as integration- and permission-dependent.
  • Avoid claims about SOC 2, HIPAA, data residency, retention, SLAs, refunds, or legal terms unless those claims are explicitly documented.
  • Keep hidden reasoning, private prompts, raw JSON, secrets, and operator notes out of the public response.

Release Checklist

  1. Update public docs or pricing sources first.
  2. Update the support agent's SOUL.md and MEMORY.md.
  3. Run Check configuration in Agent Studio.
  4. Publish a new revision.
  5. Open Channels > Website Support.
  6. Use Change serving agent to bind the published revision.
  7. Send the buyer prompts through the installed widget.
  8. Review Runtime activity and confirm the served agent and revision match.