Working with Lexey

Lexey is how you set up and improve your support agent. You tell it what you want in plain language, in the Lexey pane on the right of every screen, and it makes the change.

What you can ask Lexey to do

• Add or update business context — Describe your business, and Lexey saves a summary your support agent uses as context.
• Manage knowledge articles — Tell Lexey about your products, policies and FAQs. Each topic becomes a knowledge article.
• Set business rules — Define when to escalate (for example "escalate if a customer asks for a refund over $500"), boundaries and other rules.
• Adjust tone — Say how formal and how friendly your agent should be, and what personality it should have.
• Customise branding — Set your agent's name, brand colour, and the welcome heading and subheading customers see.
• Import from a URL — Give Lexey a page or a whole site (for example your FAQ or product docs), and it offers to create knowledge articles from it.
• Review performance — Ask about conversation volumes, escalation rates and quality scores over any time period.
• Review conversations — Ask for recent conversations, filtered by status, and read their transcripts.
• Find knowledge gaps — Ask Lexey to look through quality findings and suggest articles to add or improve.
• Test a change — Ask Lexey to try a change out, and it starts a test conversation in Preview for you.

How changes are made

If you tell Lexey exactly what to change, it makes the change. If your request leaves something open, it checks with you first. For each thing it adds or updates, Lexey shows a card marked Added or Updated, with Open to see it in the portal. Questions that only read data, such as analytics or conversation lists, are answered straight away.

Drafts

By default, Lexey's changes go into a draft, not straight to your live agent. The draft shows as a card above the message box, with what changed marked word by word:

• Publish — Make the changes live. Publishing creates a new release of your agent.
• Discard — Throw the changes away.
• Test in Preview — Lexey tries a few customer questions against the draft in Preview.

Each conversation with Lexey has its own draft. To make changes live as you go instead, switch a new conversation to Live edits before Lexey changes anything; a conversation with an open draft can't switch. Articles and sections a draft touches show a draft chip, or a Live | Draft switch to compare the two.

While the conversation has an open draft, Preview chats with the draft and shows Testing N unsaved changes. These test chats are simulated: no escalation emails or webhooks are sent, no contact details are saved, your API connections answer as unavailable, and the chats don't appear in Conversations or QA.

Some settings can't wait in a draft: embed settings, API connections, adding an email or webhook skill, and the app theme. Lexey tells you when a change will go live straight away. Changes made through the Management Chat API always go live straight away.

Members can publish a draft that only changes knowledge. Any other draft needs an admin to publish it.

Every change is recorded in Agent → Change history, so you can see what changed and restore an earlier release (see Testing and releases).

Starting from what you're looking at

You don't have to describe what you mean. Lexey sees the conversation, article or section you have open, and shows it as On screen above the message box. Choose Don't share if you'd rather it didn't. Buttons such as Fix with Lexey on a quality finding start a new conversation with Lexey already looking at that item.