What is codus Support, and how does it work?

Support is codus's customer-support product. You put a small chat widget on your own website, and an AI agent that knows your product answers your visitors' questions live. You watch, join, and take over those conversations from inside codus, on tabs that appear only if your team has the Support module. When a question turns out to be a real bug, it becomes an issue your project's agent can fix, and the visitor is told automatically once it ships.

Before you start

• You need the Support module on your account. It adds the chats and issues sidebar tabs and the floor button in the top bar. Without it, none of them appear. See What are the modules, and what does each one add?.
• You need to be signed in to codus cloud, because your conversations live there. See Signing in to codus cloud.
• codus is a macOS app. Everything you do as the owner happens in the desktop app. Your visitors only ever see the chat widget on your website, in their own browser.

The three pieces

Support has three parts that work together.

1. The chat widget on your website. One line of <script> that you paste into your site. It shows a chat bubble in the corner. Your visitors click it, ask a question, and read the replies. See How do I add the chat widget to my website?.
2. The agent that answers. A support agent with knowledge of your product replies to visitors in plain language. You do not have to be watching for this to happen.
3. Your control room in codus. Three places to see and steer every conversation: the chats tab, the issues tab, and the floor.

Where you see it in codus

• chats (a tab in a project's sidebar): the list of conversations for that project, where you read a thread, reply as yourself, take one over from the agent, or close it. See How do I reply to and manage conversations?.
• issues (a tab in the sidebar): the queue of bugs and requests raised from your chats, which your project's agent can pick up and fix. See What is the issues tab?.
• floor (a button in the top bar): a wall of every live conversation across all your products at once, side by side. See What is the support floor?.

The shortest path to a working chat

1. Open a project in codus and click the chats tab in its sidebar.
2. Click ▶ instances, then create an instance for your product. It binds to the open project automatically.
3. Expand the new instance and click copy embed snippet.
4. Paste that one line into your website, immediately before the closing </body> tag.
5. Open your website and send yourself a test message. It appears in the chats tab in real time, and the agent replies.

How do I know it worked?

You have Support if a project's sidebar shows chats and issues tabs and the top bar shows a floor button. You have a working chat when a message you send through the bubble on your own site shows up in the chats tab within a second or two, and you get a reply back in the widget.

Common problems

"I don't see chats, issues or a floor button." Your account does not have the Support module, which is the usual reason. See Why can't I see the support tabs?.

"The tab says to sign in to codus cloud." Your conversations live in the cloud, so the tabs need you signed in. The chats tab shows "Sign in to codus cloud (Settings → Account) to run customer-support chat" until you do. See Signing in to codus cloud.