Website Agents

Website Agents power the chat widget on your company website. They handle visitor inquiries, qualify leads, and provide 24/7 customer support.

Overview

Website Agents provide:

• Real-time chat support on your website
• AI-powered responses using your knowledge base
• Lead capture and qualification
• Escalation to human agents when needed

Pre-configured Agents

GetRaze includes two pre-configured website agents:

Sales Agent

• Purpose: Handle sales inquiries from website visitors
• Key: sales
• Default Message: "Hi! I'm here to help you learn about our products and services."

Support Agent

• Purpose: Provide technical support and answer questions
• Key: support
• Default Message: "Hi! I'm here to help with any technical questions."

Agent Configuration

Basic Settings

Field	Description
Name	Display name shown in chat widget
Avatar	Agent profile picture
Welcome Message	First message when chat opens
Personality	How the agent should behave
System Prompt	AI instructions (advanced)

Communication Settings

Field	Options	Description
Tone	Professional, Friendly, Casual	Communication style
Response Length	Short, Medium, Long	How detailed responses should be
Language	en, pt-BR, es	Primary language

Knowledge Base

The knowledge base trains your agent to answer questions accurately.

Knowledge Types

Type	Icon	Use Case
FAQ	❓	Common questions and answers
Product Info	📦	Product details and specifications
Pricing	💰	Pricing plans and options
Troubleshooting	🔧	Technical support solutions
General	📝	Company info, policies, etc.

Adding Knowledge Items

1. Navigate to Website Agents → Knowledge Base
2. Click Add Item
3. Fill in the fields:

Field	Required	Description
Type	Yes	Category of knowledge
Question	For FAQ	The question being answered
Answer	For FAQ	The answer to provide
Content	For others	General knowledge content
Category	No	Topic classification
Tags	No	Search keywords

Example FAQ Item:

Type: FAQ
Question: What are your pricing plans?
Answer: We offer three plans: Starter at $99/month, Professional
at $199/month, and Enterprise with custom pricing. All plans
include a 14-day free trial.
Category: Pricing
Tags: price, cost, plans, subscription

Best Practices for Knowledge Base

1. Be comprehensive - Cover all common questions
2. Use natural language - Write as you would speak
3. Keep updated - Review and update regularly
4. Add variations - Include different phrasings
5. Categorize properly - Makes retrieval more accurate

Chat Sessions

Viewing Conversations

Navigate to Website Agents → Conversations to see:

• Active and past chat sessions
• Visitor information
• Message history
• Escalation status

Session Information

Field	Description
Session ID	Unique identifier
Visitor IP	Visitor's IP address
Country	Detected country
Referrer	Where visitor came from
Messages	Total message count
Started	Session start time
Last Activity	Most recent message

Escalation

When the AI cannot handle a query:

1. Session is marked as "Escalated"
2. Notification sent to your team
3. Human agent can take over
4. Contact form may be shown to visitor

Statistics

Track your website agents' performance:

Metric	Description
Total Sessions	Number of chat sessions
Messages	Total messages exchanged
Avg. Session Length	Average conversation duration
Escalation Rate	Percentage escalated to humans
Resolution Rate	Sessions resolved by AI
Response Time	Average AI response time

Integration

Embedding the Chat Widget

Add the chat widget to your website:

<!-- Add before closing </body> tag -->
<script src="https://app.getraze.co/widget.js"></script>
<script>
  GetRazeChat.init({
    accountId: 'YOUR_ACCOUNT_ID',
    agent: 'sales' // or 'support'
  });
</script>

Widget Customization

GetRazeChat.init({
  accountId: 'YOUR_ACCOUNT_ID',
  agent: 'sales',
  position: 'bottom-right', // or 'bottom-left'
  primaryColor: '#4F46E5',
  greeting: 'Need help? Chat with us!'
});

Managing Agents

Edit Agent Settings

1. Go to Website Agents
2. Click on the agent card
3. Modify settings
4. Save changes

Toggle Agent Status

1. Find the agent in the list
2. Toggle the active switch
3. Inactive agents won't respond to chats

Advanced Configuration

System Prompt

The system prompt defines the AI's behavior. Default example:

You are a helpful sales assistant for [Company Name].
Your goal is to:
- Answer questions about our products and services
- Qualify leads by understanding their needs
- Schedule demos when appropriate
- Escalate complex technical questions to the team

Be professional, friendly, and concise.

Escalation Rules

Configure automatic escalation for:

• Specific keywords ("refund", "complaint", "urgent")
• After N messages without resolution
• Specific question types
• Visitor requests human

Best Practices

For Sales Agent

• Focus on value proposition
• Ask qualifying questions
• Offer demos/meetings
• Capture contact information

For Support Agent

• Provide step-by-step solutions
• Link to documentation
• Escalate complex issues
• Follow up on resolution

General Tips

• Keep responses concise
• Use clear language
• Provide next steps
• Always offer human option

Troubleshooting

Widget not appearing

• Verify script is correctly installed
• Check account ID is correct
• Look for JavaScript errors in console

Agent not responding

• Check if agent is active
• Verify knowledge base has content
• Review system prompt configuration

Incorrect responses

• Add more knowledge base items
• Improve existing answers
• Review and refine system prompt

High escalation rate

• Expand knowledge base coverage
• Add more FAQ items
• Adjust escalation thresholds