Frequently Asked Questions
What support channels are available?
Applied supports customer conversations across chat, email, SMS, and phone. You can also capture inputs from forms or comment-based channels when those are connected.
Channel availability depends on your agent configuration. If you do not see a channel enabled, ask your Applied Labs team to help configure it.
How do responses get personalized?
Personalization comes from the context you provide:
- Metadata passed from your chat widget or integrations (name, plan, region).
- Contact profiles built from previous conversations and synced systems.
- Connector data retrieved during a workflow (for example, order status).
Use personalization to keep responses relevant without adding sensitive data directly into a response.
Where does the agent’s knowledge come from?
Knowledge comes from:
- Responses you write in Connectors -> Knowledge.
- Content Sources like docs or help center pages.
- Workflows that fetch data from connected systems.
If a question needs a human, set up Escalation Responses or a Flow that routes the conversation to your team.
How do we improve quality over time?
Use these tools together:
- Test Coverage for repeatable scenarios and regression checks.
- Audit to score real conversations with a rubric.
- Analytics to track trends by channel, topic, or intent.
Then update Responses or Workflows and re-test before deploying changes. Many teams use a weekly cadence: audit a sample, fix gaps, then re-test.
How do escalations work?
Escalations hand a conversation to a human. They can be triggered when a user asks for a person, when an Escalation Response matches, or when a Flow decides to hand off based on data or rules. When escalation happens, the platform creates a ticket in the Inbox and routes the conversation based on your escalation settings.
You can choose to keep escalations in the same channel or route them to email for follow-up.
What integrations are available?
Connectors let your agent access real systems. The exact list is shown in the Connectors page, but common categories include:
- Commerce: Shopify, Stripe, Loop Returns, Recharge, Stay AI.
- Databases: PostgreSQL, Snowflake, Redis.
- Productivity: Google Drive, Google Sheets, Airtable, Notion.
- Support: Zendesk, Gladly, Gorgias, Dixa.
- Messaging: Slack.
- Custom HTTP: connect any REST API.
If you need another system, the Custom connector is usually the fastest path.
Need help?
Contact support@appliedlabs.ai and we can assist with setup, integrations, and best practices.