Falaah Falaah AI

Set up the Support Agent

Turn on the Support Agent, let Muin fill in its setup from your website, put the chat on your site, go live, and check it with your own questions. Includes the nine readiness checks, pricing, troubleshooting and FAQ.

The Support Agent answers visitors on your website from your own pages and documents. Every answer cites the source it used. When it cannot answer, it hands the conversation to the person you named.

Watch it done: a short walkthrough video of setting it up on the Product Home.

Where it lives

Open Products in the menu, then Support Agent. This is its Product Home: the setup checklist, Run setup, Go live, Install on your website, Connect your website for WordPress, and this month’s usage. Owners and admins see it.

The day-to-day screens sit under Support in the sidebar: the Support Portal (tickets), Conversation Analytics, Rated Answers, Knowledge Base and Support Settings.

What it costs

Plan Conversations a month Price
Free 50 $0
500 conversations 500 $19 a month
2,000 conversations 2,000 $49 a month

Usage on the Product Home shows this month’s conversations against what your plan includes. When the conversations or AI credits for the month are used up, AI answers pause. Visitors still get matching article links and the option to reach you.

Set it up step by step

  1. Open the Product Home at Products –> Support Agent.

  2. Press Run setup. Muin does what it can for you and lists every result as done, skipped (with the reason) or failed (with the reason):

    • It connects the website you gave at signup as a source, and reads its linked pages, FAQ pages included, so the agent has something to answer from on day one.
    • It fills in your business name, your office email and the person who receives handoffs.
    • It sets weekday office hours if none are set, and turns on “every answer must cite a source”.
    • It adds the refusal topics usual for your kind of organization, starter questions as draft answers for you to finish, and verification questions.
    • It reads your home page to see which site builder you use (WordPress, Wix, Squarespace, GoDaddy or other), so the install guide opens on the right one.

    Setup only fills what is empty. Running it again never overwrites anything you changed.

  3. Finish what the checklist still shows. Each item that is not done has a Fix link to the screen that finishes it. The nine checks are listed below.

  4. Put it on your website. Open Install on your website and pick a mode:

    • Chat bubble: paste the snippet before the closing </body> tag on any page where the bubble should appear. data-position accepts bottom-right (the default), bottom-left, top-right or top-left.
    • Help page: paste the snippet on your own Help page and add <div id="muin-help"></div> where it should render. Visitors get search, topics, articles and the chat inside your page.

    On WordPress, use the Muin WordPress plugin instead of pasting code.

  5. Load your website once. The “The snippet is live on your website” check turns to “Seen on” your site address the first time the chat loads there.

  6. Press Go live. Muin runs every check again. If one still fails, nothing changes and the page lists each missing item with its Fix link. The first time the product goes live, the person who pressed the button gets a confirmation email.

What your visitors see

  • A chat bubble in the corner you chose, or a full help page inside your site.
  • An answer written from your published articles and connected pages, with the source it used. While “every answer must cite a source” is on, an answer that cannot be tied to a source is not shown.
  • A polite refusal for any topic you listed as off limits.
  • When the agent cannot answer, an offer to pass the question to your team. The conversation arrives in Support –> Support Portal as a ticket, with everything already said.
  • Outside your office hours, the agent tells the visitor the office is closed.

Checking your own answers

On Support –> Support Settings, the panel Is this assistant ready to face parents? answers two questions from your configuration and your data:

  1. Is it set up? Nine checks, each one done or not done, each with the reason.
  2. Does it do what you said? Your own verification questions, asked of the real assistant, each compared to the outcome you declared.

That panel reports and never blocks. The Go live button on the Product Home is the step that waits for all nine checks.

The nine checks

Every row is named here exactly as the product names it. The panel shows the label, then the reason after a dash.

Check What it says It is done when When it is not
enabled The assistant is turned on Support is enabled for your organization “Off: parents see nothing yet”. Turn it on in Settings –> Support
ai_answers AI answers are running Your plan includes AI answers, and this month’s AI credits and conversations are not used up “Paused”. Visitors get matching article links and the option to reach you. Check your plan under Settings –> Billing
knowledge It has something to answer from You have at least one published answer or one ready document The reason counts both, for example “0 published answers, 0 documents”. Add articles under Support –> Knowledge Base, or a page or file under Settings –> Connected sources
citations Every answer must cite a source Citations are required in your AI settings “Off: answers may be un-sourced”. Turn citations on so an answer whose claims do not map to a source is not shown at all
refusals What it must never answer is listed You have listed at least one refusal topic The reason counts them, for example “0 topics”. List the subjects it must never answer (up to 30)
escalation A person receives what it cannot answer A staff member is named as the escalation assignee “Nobody named: handoffs reach no inbox”. Pick the person in Support → Support Settings → Who answers escalations
hours Office hours are set Your business hours contain at least one weekly window “Not set: the assistant never says the office is closed”. Add your opening windows
installed The snippet is live on your website Muin has seen the widget load on one of your pages in the last 30 days “Not seen yet”. Paste the embed snippet on your site and load the page once. When it has been seen, the reason reads “Seen on https://www.your-site.example”
verified Your own questions pass Run verification passed on your current questions and published articles “No questions written yet” when there are none. Editing a question or a public article means running them again

Two details worth knowing, because they change how you read the panel:

  • verified turns green only when your questions pass. Press Run verification after writing them. Editing a question or a public article clears it until you run them again, so the result always matches what visitors see.
  • installed is a heartbeat, not a setting. The embed loader reports the website it is running on, and the check reads the most recently seen one. A widget not seen in the last 30 days reads as not installed. An origin outside your allowed-origins list is not recorded at all, because the chat would refuse it anyway, so a stubbornly empty “Not seen yet” is usually a missing origin rather than a missing snippet.

What counts as knowledge

The knowledge check counts two things, and one of either is enough:

Counted What qualifies
Published answers Knowledge base articles whose visibility is public and which have not been deleted
Documents Connected sources that finished ingesting (ready), marked public, and not deleted

A document still ingesting, an internal-only source, or a draft article does not count. It is the same rule the assistant itself follows, so the count is what it can actually answer from.

Verifying with your own questions

A vendor benchmark cannot survive a principal asking “did you try OUR handbook?”, so the verification run uses your questions against your own published information.

Each question declares the outcome you expect:

You declare It passes when It fails when
answer The assistant answered from your published information It could not answer from your published information, or it declined
answer plus a source to cite It answered and one of the cited sources matches the source you named “Answered, but not from <source>”
refuse The assistant declined “It answered a question you listed as off limits”

A question with no declared outcome fails, with that as its stated reason: a check that cannot fail is not a check, so Muin refuses to report one as a pass.

The source you name is matched loosely on purpose. It is compared, case-insensitively, against each cited source’s id, title and URL, so “handbook” matches “Parent Handbook 2026” and you do not have to copy an identifier.

Running it

Press Run verification. The button reads “Asking your questions…” while it works.

The run asks the real assistant, one fresh conversation per question, so it costs money and takes a few seconds per question. That is why it is a button and never an automatic background fetch. Any administrator can run it.

Under the hood these are two separate endpoints, and the difference matters if you are watching your AI spend:

Endpoint What it does Cost
GET /api/v1/support/config/setup-status Returns the nine checks only Configuration and counts, no model call
POST /api/v1/support/config/verify Returns the nine checks and runs every verification question One assistant answer per question

Reading the result

The panel reports the score as “2 of 3 of your questions behaved as you said they should”, then one row per question showing what you expected, the reason, the sources the answer cited, and a badge reading As expected or Not as expected.

Re-run it whenever the handbook changes, whenever you add or remove a source, and before any term where the answers matter. That is the point of writing the questions down once: the next change is checked in seconds instead of hoped about.

When it goes wrong

What you see What to do
Go live lists missing items Open each item’s Fix link, finish it, then press Go live again
“The snippet is live on your website” stays “Not seen yet” Check the snippet sits before </body> and load the page once. If you listed allowed websites in Support Settings, add your site’s address there
“AI answers are running” shows Paused Your plan does not include AI answers, or this month’s conversations or AI credits are used up. Visitors still get article links and can reach you
The agent declines a question you answered The article is a Draft or Internal. Set it to Public
A handoff reaches nobody “A person receives what it cannot answer” is not done. Pick the person in Support Settings → Who answers escalations
Run setup shows a failed step The step names its reason. Fix that, then run setup again; it skips what is already done

FAQ

Is the Support Agent free? The Free plan includes 50 conversations a month. 500 conversations cost $19 a month and 2,000 cost $49 a month.

Where does it get its answers? From your published knowledge base articles and the website pages and documents you connect as sources. Run setup connects the website you gave at signup.

What happens when it does not know the answer? It offers to pass the question to your team. The conversation becomes a ticket in Support –> Support Portal for the person you named.

Can I stop it answering certain topics? Yes. List them as refusal topics in Support Settings, up to 30. The agent declines them.

Do I need a developer to install it? No. Copy the snippet from Install on your website and follow the guide for your site builder, or use the Muin WordPress plugin on WordPress.

Can I show a full help page instead of a chat bubble? Yes. Pick Help page under Install on your website and paste that snippet on your own Help page.

What happens when we use up this month’s conversations? AI answers pause until the next month or until you move to a larger plan. Visitors still get matching article links and the option to reach you.

Next Steps