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Support teams field questions across the whole product, often on a short timeline. They are not always the people who designed or built the system, so they spend time searching docs, tickets, and other teams for context. UtopikAI gives them a place to ask in natural language and get an answer grounded in your knowledge, with a chance to follow up in chat until the issue is clear. Use an assistant for that interactive copilot. Use an agent only when the work should run on its own, on a schedule, or inside a workflow — for example a daily ticket digest. They are two different entities; each has its own models, knowledge, skills, tools, and prompts.

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A support assistant

Create a custom assistant for the support team (or start from a built-in one such as Search or General). Give it instructions for tone, escalation, and what to cite. Attach the document sets it should search. People then ask in chat, for example:
  • What is the workaround for this error?
  • Has this issue been reported before?
  • Where is the setup guide for this feature?
The assistant can break down a process in plain language and keep the thread going until the specialist can reply to the customer.

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Knowledge worth connecting

Connect more than the help center. Fixes often live in places support does not check first. Typical sources, via connectors:
  • Product docs and internal wikis
  • Tickets and past customer conversations
  • Engineering notes and pull requests
  • Status pages or runbooks
Connectors are optional. Index them when you want answers grounded in those sources. UtopikAI keeps connected knowledge in sync on each connector’s refresh schedule.

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Tools, workflows, and scheduled work

Attach tools so the assistant or a separate agent can look up or update records in apps you already use. The live catalog is on the UtopikAI tools page.
  • Workflows — Multi-step automations, for example draft a reply then wait for user approval
  • Tasks — Recurring runs of one assistant or agent, for example a daily summary of new tickets
  • Studio — Images, video, audio, or 3D when a reply needs a visual. Team examples: Marketing use case
Do not use a chat assistant as a substitute for unattended runs. Create an agent for that.