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How to build a support assistant from your website and FAQs with Ciele

Crawl your site, add files and FAQ pairs, and set a help desk for hand-off.

Who it is forA support lead whose customers ask the same questions and whose team needs a chat assistant that escalates when the answer is not in the knowledge base.

The problemVisitors ask repeat questions that answers on the website already cover, and the team has no controlled way to route the rest to people.

The outcomeAn embeddable chat widget that answers from your sources with citations and hands off to a help desk when it cannot answer.

What you need first

  • A shell on a machine where ./deploy/bootstrap.sh can run
  • Git to clone the repository
  • Docker Desktop, if you use the Ciele Desktop app on macOS
  • Optional: an OpenAI chat and embeddings compatible server, such as a local model runner, if you do not want to use a hosted AI vendor

Steps

  1. Run ./deploy/bootstrap.sh and sign in to the app.
  2. Create an assistant in the Assistants editor and set its welcome message, starter buttons, and answering style.
  3. Add knowledge by crawling your website, uploading files, and curating FAQ pairs.
  4. Create a help desk with its channels, forms, and availability windows so unanswered questions can be escalated.
  5. Copy the embed snippet from the assistant and place it on your site, then test a question that is not in the knowledge base to confirm it escalates.

Prompt for your agent

In the ciele repository, set up an assistant that answers from <target website URL> and escalates to a help desk when no answer is found. Report the embed snippet and the result of one test question that should escalate. Verify that the escalated question appears as a handed-off conversation before reporting success.

Caveat. Answer quality depends on the sources you add, and the README does not describe how crawl depth or file types are limited, so check results before publishing the embed.

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