What Happens When You Create a Support Chat

When you click Create, VoxeDesk runs a fully automated setup sequence. Here's what happens and why each step matters.

1. Website scraping

VoxeDesk reads the text content, page structure, and metadata from your website. This is the raw material for your knowledge base.

2. Knowledge base generation

The scraped content is processed into a structured knowledge base. Documents are broken into chunks, converted into AI-readable format, and indexed for fast semantic search. This is what the AI draws on when answering customer questions.

3. System message creation

VoxeDesk generates an instruction template — called a system message — that tells the AI how to behave: what persona to use, what topics to handle, when to escalate to a human agent, and which tools are available. You can edit this later from Dashboard → System Messages.

4. Help Desk inbox setup

A dedicated inbox is created in your Help Desk to capture conversations from this support chat. When the AI can't help or a customer asks to speak with someone, the conversation is routed here for your team to handle.

5. Workflow creation

A workflow is created to connect everything together. The workflow receives incoming messages, runs them through the AI, queries the knowledge base, calls connected tools if configured, and routes escalations to the Help Desk inbox.

6. Support chat page generation

A public-facing chat page is generated at your VoxeDesk URL. This is what customers see when they open the chat.

What's next

• How to Start and Stop a Workflow — control when your support chat is live
• How System Messages Work — customize how your AI behaves
• How to Upload Documents to a Knowledge Base — improve AI accuracy with your own documents