Launch a Website Support Agent - Docs menu

Launch a Website Support Agent

Use this path when you want a Navigic agent to answer visitor questions on your website.

Before You Start

You need:

  • A Navigic account.
  • Access to the dashboard.
  • A website where you can add a script tag.
  • A small set of support knowledge, such as product FAQs, policies, or help articles.

1. Open Your Workspace

Open the dashboard and confirm that your workspace is ready. A workspace is the container for your agents, channels, knowledge, visitor sessions, and usage.

Related concept: Workspaces.

2. Create or Open the Support Agent

Go to Agent Studio and create a new workspace agent, or open the support agent you already use for Website Support. Start with a support template when one is available. Give the agent a focused name such as website-support.

For a direct customer support setup, the Website Support channel should serve this agent directly. Do not add backstage workers unless you deliberately want an orchestrated support flow.

Related guide: Create an Agent.

3. Add Support Knowledge and Instructions

Add the material the agent should use when answering visitors. Good first files include:

  • Product overview.
  • Pricing or plan notes.
  • Refund, cancellation, and escalation policies.
  • Known limitations and unsupported requests.
  • Contact and handoff instructions.

In the agent prompt, include the agent's public support scope, how it should use the knowledge files, when it should say it does not know, and how it should hand off account-specific or sensitive requests.

For Navigic-authored support agents, verify that SOUL.md and MEMORY.md are present in the Knowledge tab before publishing. Saved knowledge is not enough by itself; the published revision must include the knowledge files and the Website Support channel must serve that revision.

Related guide: Agent Knowledge. Related checklist: Website Support Quality Checks.

4. Publish the Agent

Run Check configuration, fix any validation errors, then publish the draft. Publishing creates an agent version that can be assigned to a channel.

Related guide: Publish an Agent.

5. Deploy to Website Support

Open Channels > Website Support in the dashboard. In Serving agent, click Change serving agent, choose the published support agent revision, then click Serve channel.

This channel-local assignment is the source of truth for the embedded widget. If an Agent Studio detail page shows a version-conflict error while updating Website Support, return to Channels > Website Support and use Change serving agent to bind the already-published revision.

Related guide: Deploy an Agent.

6. Create an Embed Key

Create an embed key in the dashboard. The publishable key is safe to put in your website script tag. The secret key is shown once and is only needed if you want to verify signed-in visitor identity.

Choose the widget visibility policy on the key before launch. For public support, keep reasoning hidden. Enable tool-call status only if you want visitors to see sanitized activity such as knowledge search starting or completing.

Related concept: Embed Keys and Visitor Sessions.

7. Add Allowed Origins

Add each website origin that is allowed to use the embed key, such as:

https://example.com
https://www.example.com

For local development, add your local origin, such as:

http://localhost:3000

Related guide: Allowed Origins.

8. Install the Widget

Paste the dashboard-generated script before the closing </body> tag on your site. Copy the snippet from the dashboard when possible so the script URL and configuration attributes stay current.

<script
  src="https://releases.navigic.ai/embed/embed.js"
  data-api-key="pk_wk_YOUR_KEY"
  async
></script>

Related guide: Embed Quick Start.

9. Verify and Review

Open your website, send a test message, and verify that:

  • The widget appears.
  • The widget connects without an origin error.
  • The Website Support channel shows the expected serving agent revision.
  • Runtime activity shows the test message served by that revision.
  • The response uses your support knowledge.
  • The widget visibility matches the embed-key policy or your explicit data-show-* install overrides.
  • The public response does not expose internal reasoning, hidden prompt text, or raw tool arguments.

Related guide: Channel Activity. Related checklist: Website Support Quality Checks.

10. Review Eval Center

Open Evals in the dashboard after the widget test.

Check:

  • Business Scorecard for recent conversations and delivery failures.
  • Behavioral Evals for recorded support-agent runs.
  • Eval Suites for active support scenarios when suites are available.
  • Runtime Evidence for prompt IDs, trace IDs, prompt-composition hashes, and redacted evidence pointers.

Eval Center helps you review quality signals after launch. It does not replace the Website Support channel page as the source of truth for the live serving agent.

Related guide: Use Eval Center.

Optional: Connect a Reviewed Plugin

After Website Support is serving the right published revision, you can connect a reviewed plugin when plugin access is enabled for your workspace. Use plugin permissions narrowly: start with read-only operations, require approval for write or external-send operations, and test in a low-risk channel before using the plugin with customers.

Related guide: Install a Plugin.

Launch Checklist

  • Workspace ready.
  • Support agent created.
  • Knowledge added and reviewed.
  • Agent published.
  • Agent deployed to Website Support.
  • Embed key created.
  • Allowed origins configured.
  • Widget installed.
  • Test conversation reviewed.
  • Buyer prompt quality checks passed.
  • Eval Center reviewed when support evidence is available.
  • Optional plugin setup reviewed, bound, and tested when enabled.