Build support agents around your own knowledge

What is Tiledesk?

Tiledesk combines a visual conversation builder with a knowledge base for customer support and other conversational workflows. Teams can supply website URLs, sitemaps, documents, or written FAQs, then connect that material to an agent in Design Studio. Its documentation describes how to retrieve relevant information, return an answer and its source, and handle questions that the available material cannot resolve. The resulting flow gives support teams control over the path a conversation takes.

Connect answers to company material

The Ask Knowledge Base action accepts a question and returns answer and source attributes. Separate success and failure branches let a builder show the response, share a reference, or continue to a fallback. Tiledesk also documents human handover and a self-learning workflow that creates knowledge articles from resolved conversations.

Design the difficult cases first

Choose a narrow support topic and prepare a small collection of approved answers. Test questions that use different wording, omit important details, or fall outside the policy. Decide where the agent should stop and involve a person. If you enable learning from conversations, establish a review process so an exceptional support decision does not silently become general policy.

Features to explore

• Visual conversation flows
• Document and website knowledge
• Answer source references
• Human escalation paths

Who is Tiledesk for?

A useful fit for support teams that have an existing help center and want a configurable conversational front door. It particularly suits workflows where a clear fallback and a traceable answer matter to the service experience.

Before you get started

Agent quality depends on the coverage and accuracy of the supplied material. Review permissions, indexing, escalation behavior, and any automatically created knowledge before relying on the flow for customer decisions.