> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stateset.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Your First Support Agent

> Sign up, choose an agent template, add one policy source, and verify three answers before expanding to customers.

<div className="ss-guide-summary" role="group" aria-label="Walkthrough at a glance">
  <div><span className="ss-eyebrow">WORK IN</span><strong>ResponseCX app</strong></div>
  <div><span className="ss-eyebrow">BRING</span><p>Workspace access · One policy · A reviewer</p></div>
  <div><span className="ss-eyebrow">FINISH WITH</span><p>A saved agent and three reviewed answers</p></div>
</div>

**Outcome:** one agent answers a known question, asks for missing information, and escalates an
unsupported request. You will use the ResponseCX app; no API key is required for this walkthrough.

## Before you begin

| Have ready                                       | Why it matters                                                 |
| ------------------------------------------------ | -------------------------------------------------------------- |
| Access to the intended Response organization     | Agent creation and imported sources belong to that workspace   |
| One current shipping, returns, or support policy | Gives your reviewer an authoritative answer to compare against |
| Three test questions and a named reviewer        | Checks a known answer, missing context, and a policy boundary  |

**Finish line:** a saved agent, a processed source, and three reviewed answers. Publishing a
customer-facing channel is a separate next step. Keep the agent ID and results in your
[onboarding record](/guides/platform-onboarding#keep-a-record-you-can-resume).

## 1. Open your workspace

[Sign up](https://response.stateset.com/sign-up) or sign in to your existing organization, then
open [Setup](https://response.stateset.com/setup). Follow any organization or plan steps shown.
If you came from the provisioning portal, use **Open your Response workspace** after launch.

Check the selected organization before importing knowledge or creating an agent. Organization
identity in Response and a workflow brand UUID are different identifiers; retain both when you
later connect workflow automation.

## 2. Choose a use case

In **Choose agent**, select the template closest to your first task and click **Create my agent**.
The setup templates seed instructions, rules, attributes, examples, and model defaults. The
confirmation shows what was created; **Edit in Agents** opens the management area.

Choose one narrow first task, such as explaining your published shipping policy. Do not add
refund execution, order changes, and every channel to that first test.

<div className="ss-checkpoint">
  **Success:** the setup screen confirms the agent exists, and you can find it in
  [Agents](https://response.stateset.com/agents).
</div>

## 3. Add one authoritative source

The wizard's essential steps are **Choose agent** and **Test & launch**. **Add sources**,
**Connect systems**, **Automate your queue**, and **Invite team** are additional setup steps.
For a grounded first answer, use **Add sources first** on the no-knowledge notice before testing.

Import a relevant website or document through **Add sources**. Wait for processing to finish,
then inspect it in [Knowledge Base](https://response.stateset.com/knowledge-base). Sources belong
to the organization; importing one is not a private upload to only the agent on this screen.

<div className="ss-checkpoint">
  **Success:** the source is processed and its policy text matches the policy you intend to apply.
  If you have no source yet, the agent can use its instructions, but do not describe that as a
  knowledge-grounded answer.
</div>

## Test three customer questions

Return to **Test & launch** and use the chat widget on the page. This is the live widget runtime;
generated answers use model resources and count toward usage. If setup is blocked by evaluations,
use **Review evaluations** to inspect the failed checks.

<div className="ss-test-sequence" role="group" aria-label="Three customer questions to verify">
  <div className="ss-test-case">
    <span className="ss-eyebrow">01 · KNOWN POLICY</span>
    <h3>Answer from your source</h3>
    <p className="ss-test-question">What does your shipping policy say about delivery times?</p>
    <p><strong>Verify:</strong> The answer agrees with the imported policy and does not invent a delivery promise.</p>
  </div>

  <div className="ss-test-case">
    <span className="ss-eyebrow">02 · MISSING CONTEXT</span>
    <h3>Ask before assuming</h3>
    <p className="ss-test-question">Where is my order?</p>
    <p><strong>Verify:</strong> The agent asks for the information needed or uses an authorized lookup. It does not invent an order status.</p>
  </div>

  <div className="ss-test-case">
    <span className="ss-eyebrow">03 · POLICY BOUNDARY</span>
    <h3>Handle the exception</h3>
    <p className="ss-test-question">Can you make an exception to the return policy?</p>
    <p><strong>Verify:</strong> The agent follows configured policy and escalation behavior instead of promising an unauthorized exception.</p>
  </div>
</div>

Save the observed answers and what you checked. These questions are test inputs, not a promise
that an unconfigured template will pass. Correct the source, instructions, or rules and rerun a
failed case. Use [Evaluations](https://response.stateset.com/evals) to preserve regression cases.

<div className="ss-checkpoint">
  **First value:** you have an answer your team can verify, plus evidence that the agent handles
  missing information and policy boundaries appropriately.
</div>

## 5. Choose a customer-facing channel

The setup screen provides the widget installation snippet and links to
[Widget Builder](https://response.stateset.com/widget-builder). Install the generated snippet
on the intended site and test it there. Use the app's **Connect systems** step for the integrations
your selected channel or use case needs.

Review the agent's permitted actions and autonomy settings before exposing it to customer
traffic. Creating an agent, publishing a widget, connecting a helpdesk, and switching workflow
routing live are different actions; completion of one does not establish the others.

For a complete website handoff test, follow [Widget to desk](/stateset-response/chat-desk-widget).
Use [Chat Desk](/stateset-response/chat-desk) to coordinate operators and inspect supported replies;
check [channel coverage](/stateset-response/chat-desk-channels) before adding another channel.

## What to do when you get stuck

| Symptom                                      | Next step                                                                                 |
| -------------------------------------------- | ----------------------------------------------------------------------------------------- |
| Signup returns to organization setup         | Finish or select the organization; confirm you signed into the intended workspace         |
| Agent created but answer ignores your policy | Check source processing and the actual source text, then test again                       |
| Order questions cannot be answered           | Connect the required system and verify the lookup; a policy source is not live order data |
| Widget setup fails                           | Use the displayed Retry/Widget Builder path; inspect failed evaluations if listed         |
| Test works but customers cannot reach it     | Verify channel installation or connection independently                                   |

## Save your progress

Before leaving, update your [onboarding record](/guides/platform-onboarding#keep-a-record-you-can-resume)
with the identifiers, observed result, remaining blocker, and next action. If you switch to an
AI assistant, use the [resume prompt](/guides/platform-onboarding#resume-with-your-ai-assistant)
to verify current state before continuing.

## Next steps

<CardGroup cols={2}>
  <Card title="Preserve an evaluation" icon="check-check" href="/guides/first-agent-evaluation">
    Save an approved correction and compare answers before and after a change.
  </Card>

  <Card title="Trial a workflow" icon="workflow" href="/guides/first-workflow-trial">
    Replay real helpdesk tickets and inspect the drafts before live routing.
  </Card>
</CardGroup>

Related: [Troubleshoot onboarding](/guides/onboarding-troubleshooting) · [Your first week](/guides/first-week-with-stateset) · [Manage through MCP](/guides/manage-platform-with-mcp) · [REST quickstart](/quickstart).