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My AskAI’s Site Search feature transforms the way visitors find information on your website or help center. Instead of typing keywords and scanning through pages of results hoping to find the right article, users type a natural language question and receive a curated list of the most relevant pages — powered by the same AI that drives your chat agent. It’s a smarter, faster alternative to the basic keyword search that most websites ship by default.
Site search is only available when using My AskAI via the My AskAI widget. It is not available through Zendesk, Intercom, Freshdesk, or other helpdesk integrations.

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How Site Search Works

Site search uses the same semantic understanding technology that powers your chat agent’s answers. When a user types a query:
  1. My AskAI analyzes the intent behind the query (not just the keywords).
  2. It searches across all pages and documents indexed in your agent’s knowledge base.
  3. It returns up to 10 ranked results — the most relevant pages, ordered by semantic similarity to the query.
  4. Each result displays the page title and a content snippet, with a direct link to the source.
This means a user searching for “how do I get a refund” will find your returns policy page even if it uses the phrase “requesting reimbursement” rather than the word “refund”.

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Site Search vs. Chat: When to Use Each

Site Search

Best for users who want to browse and self-serve — they know roughly what they’re looking for and want to find the right page quickly. Results are a list of relevant links, not a generated answer.

Chat

Best for users who have a specific question and want a direct, conversational answer. The agent synthesizes an answer from your knowledge base and can handle follow-up questions.
Users can switch freely between Search and Chat modes using the navigation menu in the My AskAI widget. You don’t need to choose one or the other — both are available simultaneously.
1

Open your widget settings

In your My AskAI dashboard, go to Customize to access your widget configuration.
2

Confirm your content sources are connected

Site search draws from the same knowledge base as your chat agent. Make sure you have at least one content source connected under Knowledge → Content — website pages, uploaded files, or cloud connections all count.
3

Enable the Search tab in the widget

In your widget settings, ensure the Search mode is enabled in the navigation options. This adds a Search tab to the widget alongside Chat.
4

Deploy or update your widget embed code

If you are adding the widget to your site for the first time, copy the embed snippet from your dashboard and paste it into your site’s HTML before the closing </body> tag. If the widget is already installed, the Search tab will appear automatically — no code changes needed.
5

Test the search experience

Open your widget on your live site and switch to the Search tab. Type a few questions your customers commonly ask and verify that the most relevant pages appear in the results.

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Use Cases

Developer docs and technical documentation sites often have hundreds of pages. Site search lets developers type questions like “how do I authenticate with the API” and get immediately linked to the relevant reference page — no scrolling through a sidebar navigation required.
Customer-facing help centers benefit enormously from semantic search. Customers rarely use the exact terminology support teams write in. Site search bridges this language gap, returning the right article even when the customer’s wording doesn’t match the article title.
If you’ve connected your Shopify store or product catalog, site search can help shoppers find product pages, size guides, shipping policies, and FAQs quickly — reducing the need to contact support at all.
When used in Private (Internal) mode, site search can power an internal tool for your support team — letting agents quickly surface internal SOPs, escalation guides, or policy documents by typing a natural language query.

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Configuration and Content Sources

Site search uses the exact same content sources as your chat agent — there is no separate indexing or configuration required. Any page or document visible in your Knowledge → Content section is automatically available in search results. This means:
  • Adding new content to your knowledge base makes it instantly searchable.
  • Hiding or deleting a page removes it from both chat answers and search results simultaneously.
  • Sync schedules apply equally to chat and search — website pages are re-crawled fortnightly, cloud connections are refreshed every 24 hours.

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Limits and Pricing

Site search is included on all plans, including the free plan, and there is no limit to the number of searches performed. Searches do not count toward your conversation quota.
Use site search as a lower-friction entry point for users who are still exploring. If they can’t find what they need in search results, the chat tab is right there for them to ask a more specific question — creating a natural escalation path from self-service to assisted support.

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