Agent
Jimo's AI-powered assistant that helps your users get answers, discover features, and navigate your product through a conversational interface.
What is the Agent?
The Agent is Jimo's built-in AI chat assistant. It turns your documentation, knowledge base, and curated answers into an interactive help layer embedded directly in your product. Users interact with it through a conversational prompt where they can ask questions in plain language and get precise, contextual replies.
Beyond answering questions, the Agent can suggest and trigger other Jimo experiences (Tours, Checklists, etc.) and even perform automated actions to guide users through your product in real time.
Migrated from Settings: The Agent section replaces the former AI Knowledge page that was previously located under Settings. All knowledge management features have been moved here, along with new configuration and analytics capabilities. If you navigate to Settings > AI Knowledge, you will be redirected to the Agent Knowledge section.
Overview
The Agent section in the Jimo dashboard is your central hub for configuring, training, and monitoring your AI assistant. It is accessible from the main sidebar navigation, marked with a NEW badge.
The section is organized into three customization areas, plus two upcoming features:
Customize
Chat - Configure the chat widget appearance, the Agent's personality and behavior (general instructions), language settings, and preview the chat experience.
Knowledge - Manage everything the Agent knows: training data sources (URLs, files, text), Tours, Actions, and curated Q&A pairs (Custom Answers).
Analyze - Monitor Agent usage with key metrics (messages, users, success rate) and review the full history of user conversations.
Coming Soon
Contextual Triggers - Automatically trigger the Agent based on user context and behavior.
Observe - Monitor and observe user behavior patterns to improve the Agent's responses.
Use Cases
📚 Self-Serve Support Let users ask questions in plain language and get instant answers from your knowledge base, reducing repetitive support tickets.
🎯 Contextual Feature Guidance When a user asks about a feature, the Agent can explain it and offer to launch a relevant Tour to walk them through it step by step.
🚀 Onboarding Assistance New users can ask the Agent how to get started, and it will guide them through setup steps, link to documentation, or trigger onboarding experiences.
⚡ Automated Task Execution The Agent can trigger No-Code Actions on behalf of the user, such as navigating to a specific page or performing common workflows.
🔍 Content Discovery Replies can surface related documentation, Changelog posts, and Jimo experiences, helping users discover features they didn't know existed.
How Users Access the Agent?
End-users can interact with the Agent in two ways: through a dedicated prompt in a Resource Center, or via the Launch Agent action triggered from any experience.
From a Resource Center
Add an Ask Agent block to any Resource Center. This block displays a prompt input field in the Resource Center header. When a user types a question and submits it, the Agent chat opens with that question pre-loaded.
To add it: open your Resource Center in the builder, click + Add block on the Header section, and select Ask Agent under Interactive.
For full configuration details (layout, text styling, placeholder customization), see the Ask Agent block section in the Resource Center Components documentation.
From a Launch Agent Action
The Launch Agent action opens the Agent chat from anywhere in your experiences. Like any other action in Jimo, it can be assigned to:
CTA buttons (Primary or Secondary) in Tours, Surveys, Banners and Hints.
Resource center actions or Checklist tasks.
Progress triggers as the "Then" result of an If/Then condition.
Survey conditions as the "Then" result based on a user's answer.
When configuring the Launch Agent action, you can optionally pre-fill a Message with dynamic attributes (Jimo Email, Jimo Username, or any custom attribute) so the Agent immediately starts processing a contextual, personalized prompt when it opens.
For the complete configuration reference (Message field, Attributes, use cases, and combination rules with other actions), see Launch Agent in the Available Actions documentation.
Pre-filling a message is powerful for contextual guidance. For example, at the end of an onboarding tour, you can trigger the Agent with "What should I do next?" to seamlessly transition from guided to conversational help.
Best Practices
Training your Agent
Start small and focused. Index your help center and core product documentation first. Avoid crawling your entire website including marketing pages, blog posts, and legal pages. A focused knowledge base produces better answers than a broad but noisy one.
Create Custom Answers for your top 10-20 support questions. Look at your support tickets and chat logs to identify recurring questions, then create precise Q&A pairs for them. The Agent will prioritize these over generated answers.
Retrain regularly. If your product changes often, set auto-retraining to Daily or Weekly in Agent > Knowledge > Sources. If your docs are stable, Weekly or manual retraining is enough.
Writing good General Instructions
Be specific about your product. Mention your product name, key features, and target audience so the Agent uses the right vocabulary.
Define the tone. Should the Agent be friendly and casual, or professional and precise? State it explicitly.
Set boundaries. List topics the Agent should and should not cover. Include an escalation path for when the Agent can't help (e.g. "Suggest contacting support at [email protected]").
Use a preset as your starting point. The five built-in presets (AI Agent, In-App Coach, Onboarding Specialist, Support, Expert Explainer) are good foundations that you can then tailor to your product.
Integrating the Agent in your product
Don't hide it. Add the Ask Agent block to your main Resource Center so users can discover it naturally.
Use "Launch Agent" actions at the right moments. Add contextual triggers at the end of a tour ("Have more questions?"), inside a checklist step ("Need help with this?"), or as a CTA in a changelog post ("Learn more about this feature").
Pre-fill messages when you can. Using the Launch Agent action with a pre-filled message (and dynamic attributes like the user's name or email) makes the first interaction feel personal and immediately relevant.
Monitoring and improving
Review conversations weekly. Go to Agent > Analyze > Conversations to spot questions the Agent struggles with. These are opportunities to add new sources or Custom Answers.
Track your success rate. The Success Rate metric in Agent > Analyze > Statistics tells you how often the Agent provides satisfactory answers. If it drops, your knowledge base may need updating.
Iterate on your instructions. The General Instructions are not a "set and forget" configuration. As you review conversations and spot patterns, refine the persona, add constraints, or adjust the tone.
The Agent is most effective when it combines all knowledge types together.
Static sources (URLs, files) for comprehensive documentation.
Custom Answers for precise control over critical questions.
Tours for hands-on guidance.
Actions for automated task execution.
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