Introduction to Guides
What Robylon is, the parts of the product, the order to set up your account in, how these guides are organised and where to get help.
Robylon is an AI customer support platform that resolves tickets across email, chat, voice and WhatsApp. AI agents answer your customers from your own content, take actions in your systems, and hand over to your team when they should.
These guides take you from a new account to AI agents that answer customers well and improve over time. Every page answers one question, so you can jump straight to what you need.
What are the main parts of Robylon?
Robylon has five parts that work together:
| Part | What it does | Start with |
|---|---|---|
| Knowledge Base | The content your AI answers from: Q&As, documents, Google Drive files and web pages. | Add sources |
| AI agents | Read each message, answer it, take an action, or route it to the right place. | Triage agent |
| Channels | Where customers reach you: your website chat, email, WhatsApp, phone, social and reviews. | All channels |
| Automation | Workflows and simple automations that run steps when something happens, such as a new ticket. | Workflows |
| Your team | Teammates, groups and the Unified Inbox, for the conversations people should handle. | Add teammates |
Analytics and the Improve tools then show how it is going and where the AI needs better content, and Contacts holds every customer the AI and your team talk to.
What kinds of AI agent are there?
There are three kinds:
- Triage agent (called the master agent in the dashboard): reads each new conversation and routes it to the agent best placed to handle it. Robylon creates one for chat and one for email.
- Knowledge Base agent: answers questions from the sources in your Knowledge Base.
- Custom agents: agents you build for your own use cases. A sub-agent handles one area on chat or email, after the triage agent hands it the conversation. A single agent handles a whole conversation on chat or voice by itself.
See custom agents for when to use each.
What order should I set up Robylon in?
Set up the account, teach the AI, then connect the channels your customers use. Your AI agents then have the right context before the first customer message arrives.
Set up your account
Add your brand info and timezone, choose your languages, and set your privacy settings.
Build your Knowledge Base
Add the sources your AI agents answer from, starting with Q&As for your most common questions.
Set up your AI agents
Check how the triage agent routes conversations, give your agents a persona, and add the tools they need.
Connect your channels
Install the chatbot on your website, then add email, WhatsApp and the rest. See all channels.
Bring in your team
Add teammates and set up groups, so conversations the AI should not handle reach the right person.
Test, review and improve
Bulk test answers before you go live, then use KB gaps and the analytics dashboard to find what the AI is missing.
For the setup checklist on the dashboard’s Home page, see Quick start.
How are these guides organised?
The sidebar follows the order you set Robylon up in:
- Start: this introduction, the quick start, and account settings.
- Build your AI: the Knowledge Base, AI agents, the data and tools they use, and automation.
- Channels: each channel customers reach you on, and the third-party tools Robylon integrates with.
- Your team: teammates, the Unified Inbox and tickets, and CSAT surveys.
- Outbound: proactive messages, WhatsApp campaigns and the revenue they bring in.
- Measure and improve: analytics, and the tools for improving your AI agent.
- Contacts: every customer and lead, and the attributes you store about them.
- Usage and billing: credits, voice minutes, seats and billing.
- Developers: API keys, chatbot events and workflow API triggers.
Every page has an Ask Claude button, with ChatGPT and Perplexity in its menu, to ask an AI assistant about the page, and a Copy page button that copies it as Markdown.
Where do I get help if I am stuck?
Email the Robylon team at support@robylon.ai. The team replies within 48 hours.
In the dashboard, click the ? (Help & Support) icon at the bottom of the left sidebar. It links to these guides, shows the support email address and lets you book a demo with the team.
If a page in these guides does not match what you see in the product, email the same address so we can fix it.