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Setting up a My AskAI customer support agent is designed to take minutes, not days. This guide walks you through every step of the creation process — from signing up and adding your knowledge base, to configuring your agent’s guidance and deploying it to your helpdesk. No engineering resource, prompt engineering expertise, or AI background is needed. By the end of this guide your agent will be generating AI-assisted replies to real incoming tickets.
Before you start, make sure you have: a work email address (personal email addresses are not accepted during sign-up), and admin access to your helpdesk so you can authorise the My AskAI integration.
1

Sign up and choose your helpdesk

Visit myaskai.com and click “Create AI agent”. Select your current helpdesk platform from the list (Intercom, Zendesk, Freshdesk, HubSpot, Gorgias, Freshchat, and others are supported), then sign in with Google or create an account with your work email.
Choosing the correct helpdesk at this stage tailors the onboarding experience to your platform and ensures the integration steps are shown in the right order.
2

Tell us about your current support setup

My AskAI will ask a few quick questions to tailor your setup experience:
  • How many support tickets does your team receive per month?
  • How did you hear about My AskAI?
These answers help the platform surface the most relevant configuration options for your team’s scale and workflow. This step takes under 30 seconds.
3

Add knowledge to train your AI agent

This is the most important step. Your agent’s answer quality is directly tied to the quality and coverage of the content you provide. You have several options:
  • Connect a Help Center — one-click connections to Intercom Articles, Zendesk Guide, Freshdesk, GitBook, and other knowledge base platforms. This is the recommended approach as content syncs automatically and produces the highest-quality answers.
  • Add your website URL — My AskAI will crawl your site and import all publicly accessible pages. Note: large sites can take up to an hour to fully process. You’ll receive an email when ingestion is complete.
  • Upload files — PDFs, Word documents, and other files can be added directly once your initial setup is complete.
Once you’ve added your primary content source, click “Continue to guidance” at the bottom of the screen.
If you have a Help Center connection available, always prefer it over a website crawl. Connected Help Centers sync on a schedule, so your AI agent stays up to date automatically whenever you edit or publish new articles.
Additional content sources — Google Drive, Notion, further file uploads — can be added after you complete initial onboarding. Don’t hold up your setup waiting to gather every source; you can enrich the knowledge base incrementally.
4

Customise your agent's guidance (optional)

Guidance lets you shape how your AI agent communicates — before a single real conversation happens. Use this step to:
  • Set the tone of voice (formal, friendly, concise, detailed)
  • Define escalation rules (e.g. always escalate billing complaints, never attempt to answer refund decisions)
  • Configure follow-up question behaviour (when should the agent ask a clarifying question vs. attempt an answer?)
  • Add persona details — give your agent a name and a brief personality description
Guidance is entirely optional at this stage. Your agent will produce sensible answers even with default settings, and you can refine guidance at any time from your dashboard.
Even a single sentence of guidance — “Always respond in a friendly, conversational tone and never make commitments about refunds” — can significantly improve the consistency of your agent’s replies.
5

Connect to your helpdesk

Now connect My AskAI to your helpdesk platform. During this step, your AI agent will be configured to generate internal note replies only — meaning your human agents see the AI’s suggested response, but it is not sent to the customer automatically.This “notes mode” lets your team review and validate the AI’s answers before you decide to go fully live, making it a safe way to test quality in production.The connection process involves signing into your helpdesk via My AskAI’s OAuth flow — no code or developer involvement required. You will need admin-level privileges on your helpdesk to authorise the integration.
Each helpdesk integration works slightly differently. If you run into issues, consult the dedicated integration guides in the Channels section of this documentation.
6

Review your agent's test replies

My AskAI automatically samples a selection of your historic tickets and runs them through your AI agent, so you can see exactly how it would have responded to real questions from your customers.Review these test responses carefully:
  • Are the answers accurate and grounded in your documentation?
  • Is the tone appropriate for your brand?
  • Are there obvious knowledge gaps where the agent couldn’t find an answer?
Use this review to identify content you need to add or guidance you need to refine. Once you’re satisfied, click through to the next screen.
Don’t expect perfection on the first pass. Most teams make 2–3 rounds of guidance and content adjustments during the first week before they feel confident going live. That’s completely normal.
7

Share with your team and test

Before enabling direct customer-facing replies, share your AI agent with your support team so they can test it in a real environment. My AskAI provides:
  • A shareable test link you can distribute to teammates
  • A Chrome Extension that lets agents use the AI copilot directly inside your helpdesk interface, wherever they’re working
Collect feedback from your team, address any knowledge gaps you find, and adjust guidance as needed. Once your team is confident in the agent’s responses, you’re ready to go live.
8

Go live and start your free trial

With your agent tested and your team aligned, unlock your My AskAI dashboard and begin your 30-day free trial. During this period you have full access to all platform features — direct customer-facing replies, the insights dashboard, self-learning, custom answers, and all helpdesk integrations.Use this time to:
  • Enable direct replies to customers (moving out of notes-only mode)
  • Expand your knowledge base with additional content sources
  • Invite more team members to the dashboard
  • Monitor the insights dashboard for early trends
There are no sales calls or demos required to get started. You can sign up, set up, and go live entirely self-serve. Enterprise plan customers have access to white-glove onboarding support if preferred.

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What to do after setup

Once your agent is live and handling tickets, the next priority is continuous improvement. Check out the Onboarding guide for a day-by-day breakdown of what the first 30 days typically looks like for a new My AskAI customer.

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