> For the complete documentation index, see [llms.txt](https://docs.maiagent.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.maiagent.ai/maiagent-user-guide/en/serve/overview.md).

# MaiAgent Serve Overview

MaiAgent Serve brings AI that understands your company to every customer touchpoint: websites, messaging apps, and phone calls share the same AI assistant and knowledge, serving customers 24/7 and han

**Make every conversation a better service experience.**

MaiAgent Serve brings AI that understands your company to every customer touchpoint. Your website, LINE, Messenger, and other channels can share the same AI assistant, knowledge, and rules. AI serves customers around the clock and hands conversations off to human support agents when human help is needed.

## Products <a href="#products" id="products"></a>

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Text Support</strong></td><td>Connect the same AI assistant to your website, LINE, FB Messenger, Instagram, WhatsApp, Email, and other channels to answer FAQs, look up information, and hand off to humans when needed.</td><td><a href="/maiagent-user-guide/en/serve/choose-channel.md">Connect Messaging Platforms</a></td></tr><tr><td><strong>Voice Support</strong></td><td>An AI assistant answers incoming phone calls by voice. Connect SIP lines and assign numbers; call records and transcripts are saved in the admin console.</td><td><a href="/maiagent-user-guide/en/serve/voicecs/call-center.md">Phone Customer Service (Call Center)</a></td></tr><tr><td><strong>Support Copilot</strong></td><td>AI automatically generates suggested replies to incoming messages for human support agents to use, making response quality more consistent.</td><td><a href="/maiagent-user-guide/en/serve/platform-settings.md">Messaging Platform Settings Overview</a></td></tr></tbody></table>

## One AI Assistant, Many Channels <a href="#one-agent-many-channels" id="one-agent-many-channels"></a>

| What You Want to Do                              | Where to Look                                                                                                                                                                                                                                                                                                                                                                                                                |
| ------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Choose which channels to connect                 | [Connect Conversation Platforms](/maiagent-user-guide/en/serve/choose-channel.md)                                                                                                                                                                                                                                                                                                                                            |
| Embed an AI assistant on your website            | [Web Chat Overview](/maiagent-user-guide/en/serve/choose-channel/web-chat.md), [Connect Conversation Platforms: Website](/maiagent-user-guide/en/serve/choose-channel/web-chat/website.md)                                                                                                                                                                                                                                   |
| Have an AI assistant answer phone calls          | [Phone Support (Call Center)](/maiagent-user-guide/en/serve/voicecs/call-center.md): Configure SIP trunks and numbers, and view call history                                                                                                                                                                                                                                                                                 |
| Connect messaging apps                           | [LINE](/maiagent-user-guide/en/serve/choose-channel/line.md), [FB Messenger](/maiagent-user-guide/en/serve/choose-channel/fb.md), [Instagram](/maiagent-user-guide/en/serve/choose-channel/instagram.md), [WhatsApp](/maiagent-user-guide/en/serve/choose-channel/whatsapp.md), [Telegram](/maiagent-user-guide/en/serve/choose-channel/connect-telegram.md), [Email](/maiagent-user-guide/en/serve/choose-channel/email.md) |
| Adjust the chat window's appearance and features | [Conversation Platform Settings Overview](/maiagent-user-guide/en/serve/platform-settings.md)                                                                                                                                                                                                                                                                                                                                |
| Identify customers who contact you               | [Contacts](/maiagent-user-guide/en/serve/contact.md)                                                                                                                                                                                                                                                                                                                                                                         |
| Send conversation events to your own system      | [Webhook](/maiagent-user-guide/en/serve/webhook.md)                                                                                                                                                                                                                                                                                                                                                                          |

## AI and Human Collaboration <a href="#ai-and-human" id="ai-and-human"></a>

* [Human Handoff Settings](/maiagent-user-guide/en/serve/human-handoff.md): Configure handoff conditions, messages, service hours, and assignment methods.
* [Human Support Takeover and Replies](/maiagent-user-guide/en/serve/human-handoff/human-handoff-operations.md): Support agents take over conversations in the admin console, reply, and hand them back to AI.
* [All Conversations Features](/maiagent-user-guide/en/serve/reply.md): View conversation records across channels and step in to reply when needed.

## Continuously Improve Service Quality <a href="#improve-quality" id="improve-quality"></a>

* [AI Support Quality Management](/maiagent-user-guide/en/serve/ai-quality-guide.md): Help support managers understand quality scores, find conversations with incorrect answers, and fix them.
* [Conversation Platform Analytics](/maiagent-user-guide/en/serve/reply/inbox-analysis.md), [Inbox Search](/maiagent-user-guide/en/serve/reply/inbox-search.md): Identify frequently asked customer questions from conversation records.

## A Common Starting Point: Text Support <a href="#common-starting-point" id="common-starting-point"></a>

{% stepper %}
{% step %}

### Prepare a Set of Frequently Asked Questions <a href="#prepare-faq" id="prepare-faq"></a>

Organize the questions your support team answers most often into [FAQs](/maiagent-user-guide/en/build/knowledge-base/faq.md) and knowledge base documents for the AI assistant to use as the basis for its answers.
{% endstep %}

{% step %}

### Connect One Channel First <a href="#first-channel" id="first-channel"></a>

Launch on a channel your customers use most, such as your website's Web Chat or your LINE official account, and configure [Human Handoff](/maiagent-user-guide/en/serve/human-handoff.md).
{% endstep %}

{% step %}

### Validate with Real Questions, Then Expand <a href="#verify-and-expand" id="verify-and-expand"></a>

Check answer quality using real customer questions, then connect other channels once quality is stable. The same AI assistant can serve multiple channels at once.
{% endstep %}
{% endstepper %}

## Use Cases <a href="#use-cases" id="use-cases"></a>

* [Text Support](/maiagent-user-guide/en/serve/text.md): Regulatory information assistant, product information assistant
* [Voice Support](/maiagent-user-guide/en/serve/voicecs.md): IVR intent recognition, voice call summaries, voice call quality reviews

{% hint style="info" %}
For the support AI assistant's role instructions, knowledge base, and tool settings, see [MaiAgent Build Overview](/maiagent-user-guide/en/build/overview.md). To embed Web Chat into your product programmatically, see [Web Chat Embedding and SDK](https://docs.maiagent.ai/tech/serve/web-chat-sdk) in the technical manual.
{% endhint %}


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