01
Step 01
Create the channel and public knowledge
Choose language, welcome message, appearance and information you are comfortable showing to any visitor.
GuidesGuide · customer chat
Connect an AI agent to customer chat.
Prepare approved knowledge, create a dedicated support execution and verify a real reply before visitors use the channel.
Expected result
A test visitor receives a useful answer from a limited role.
The execution reads one assigned conversation, answers from approved context and cannot use administrative tools through the channel credential.
02
Step 02
Authorize a dedicated support runtime
Give the execution only its assigned read and answer tools, without personal memory, private files or broad credentials.
03
Step 03
Send a labeled delivery test
Ask a synthetic question about a documented service and confirm the actual reply that reaches the visitor.
04
Step 04
Test the human path
Take over the conversation, leave an internal note and confirm that a pending agent reply cannot replace your answer.
Resolve the simple question. Preserve judgment for a person.
The best use cases have approved answers, a clear next action and an explicit point where the agent should stop.
01 · Explain
Answer service, process and availability questions
Use channel knowledge to explain what happens next and link to the relevant page or form.
Explore →02 · QualifyCollect missing context before a human reply
Move the visitor to a structured form when the answer depends on their case.
Explore →03 · EscalateHand judgment calls to the shared inbox
Pause automated replies, preserve the conversation and keep internal notes outside the public thread.
Explore →A useful reply should move the customer forward safely.
A generic chatbot can produce text. instanceof.ai combines approved knowledge, a dedicated runtime, human takeover and connected next steps.
Generic chatbotinstanceof.ai
KnowledgeGeneric chatbotBroad prompt or mixed company contextinstanceof.aiInformation approved for the channel
EscalationGeneric chatbotA new conversation starts elsewhereinstanceof.aiA person takes over the same inbox thread
ActionGeneric chatbotThe answer ends as textinstanceof.aiRelevant page, form or booking path
What you should know before you connect.
Are real credentials shown in this guide?
No. Use the protected configuration in your workspace and client. Never place a secret in page content or prompt history.
Can I adapt this to another MCP client?
Yes. Capabilities and permissions stay the same, but connection and runtime isolation steps may vary by client.
How should I test the flow?
Use clearly identified synthetic data, verify the result and remove the test when it could be confused with customer work.