Key Concepts in VoxeDesk
Understand support chats, workflows, knowledge bases, integrations, system messages, and Customer Questions
VoxeDesk is built around five core concepts. Understanding how they connect makes everything else easier.
Support Chat
A support chat is your customer-facing AI chatbot. It's built from your website — VoxeDesk scrapes your URL, learns your business, and generates a ready-to-use chatbot in minutes. Each support chat has its own public URL, its own AI configuration, and its own Help Desk inbox.
Your plan determines how many support chats you can create simultaneously.
Workflow
A workflow is the automation layer that runs behind each support chat. It receives incoming customer messages, queries your knowledge base, calls any connected tools (calendar, CRM, etc.), generates an AI response, and hands off to your human team when needed.
Every support chat has exactly one workflow. You control when workflows are running from Dashboard → Workflows.
Knowledge Base
A knowledge base is a library of documents — PDFs, Word files, spreadsheets, text files — that your AI draws on when answering questions. You can link multiple knowledge bases to one workflow and control how the AI searches them.
The AI only knows what's in your knowledge base. Keep documents current to keep answers accurate.
Integration
An integration connects VoxeDesk to an external service. Integrations include:
- Help Desk — routes conversations to your team for human handoff
- Chat Widget — embeds the chatbot on your website
- Calendar — lets the AI book meetings directly in chat
- Business Data — connects your CRM or store (WooCommerce, Shopify, HubSpot, Salesforce, Pipedrive)
- MCP Client — connects your own custom tool server (Enterprise only)
Which integrations you can use depends on your subscription tier.
System Message
A system message is the instruction template that defines how your AI behaves — its persona, what topics it handles, when to escalate to a human, and which tools it can use. VoxeDesk generates one automatically when you create a support chat. You can edit it from Dashboard → System Messages.
Customer Questions
Customer Questions are the suggested prompts shown on your website chat widget home screen before a visitor starts typing. You can create up to five questions per support chat, choose a predefined (Static) answer or route the question through your AI workflow, reorder them, and turn individual questions on or off. Manage them from Dashboard → Customer Questions.
What's next
- How to Create Your First Support Chat — put these concepts into practice
- How to Upload Documents to a Knowledge Base — give your AI the information it needs
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