What is Codus Support, and how does it work?
Codus Support lets you run a chat widget for your own product and manage its conversations in Codus. Its agent uses your product's help information to answer visitors, while you can read, reply to and take over conversations. This is separate from contacting Codus for help.
Before you start
You need Support access on your account, Codus Cloud sign-in and the correct product project. Access may come from a paid module or a valid grant. Check the current plan and usage terms before enabling paid features.
Your visitors use the widget in their browser. You manage the product's support through the available Codus support surfaces; Codus is available on Mac and Windows, though individual platform features can differ.
Set it up
- Open the product project and its chats sidebar tab.
- Expand instances and create or select the intended widget instance.
- Check the project binding before copying its embed snippet.
- Add the snippet using the widget installation guide.
- Publish the product's answer library and prepare its support brief.
- Send an authorised test message and verify it appears in both the widget and chats.
Manage support
- chats holds conversations and reply/takeover controls.
- issues holds bugs and requests recorded for the project.
- The support workspace, also described as the support floor, helps you follow conversations across products.
Recording an issue does not itself fix or deploy the product. Do not assume that a customer notification, external issue or human response has happened without a visible result.
When the desktop is unavailable, cloud answering has different knowledge, data and budget limits from a desktop agent that can inspect the project.
How do I know it worked?
A test visitor's message reaches the correct product's conversation, the reply is delivered back to the widget and its content matches your current help pages. Merely seeing the tabs or installing the snippet does not prove answering works.