> For the complete documentation index, see [llms.txt](https://docs.pixiebrix.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pixiebrix.com/developing-mods/developer-concepts/types-of-mods/customer-support-copilot/customizing-support-flow.md).

# Customizing Support Flow

To customize the content that appears in your Support Flow sidebar, you'll make changes in the [PixieBrix Admin Console](https://app.pixiebrix.com/).

### Add Ticket Intents

Intents are the categories your support tickets are bucketed by. Common examples are "Product Help", "Feature Requests", and "Bug Reports". 

<figure><img src="/files/8xLeX6mC2hrrSyIpIjV2" alt=""><figcaption></figcaption></figure>

Support Flow uses these defined intents to categorize each ticket and suggest related resources and tools.

Follow these instructions to create your custom Intents for Support Flow:

{% embed url="<https://youtu.be/gJPycWSNCWo>" %}

### Add Article Links

Article Links appear in the Support Flow sidebar to help your support team quickly access documentation, SOPs, playbooks, or other links that are helpful when working through support tickets.&#x20;

These articles are tied to Intents, so you can customize which articles appear based on the type of ticket.

<figure><img src="/files/VJDjwMJrbnVigABuwGz6" alt="" width="375"><figcaption></figcaption></figure>

Follow these instructions to add your article links to Support Flow:

{% hint style="info" %}
You'll need to [create an Intent](#add-ticket-intents) to associate your article link with.&#x20;
{% endhint %}

{% embed url="<https://youtu.be/dn74wHEDNVg>" %}

### Add Chat Prompts

Chat Prompts are custom instructions that run with a single click, using the context of the current ticket. You can create a prompt with anything you’d usually ask AI to do. For instance, “summarize this issue and draft a response”, or “search the web for possible solutions to this issue”.

<figure><img src="/files/sYDB6xYAyjf4qCL7zcW3" alt="" width="375"><figcaption></figcaption></figure>

Follow these instructions to add chat prompts to Support Flow:

{% hint style="info" %}
You'll need to [create an Intent](#add-ticket-intents) to associate your chat prompt with.&#x20;
{% endhint %}

{% embed url="<https://youtu.be/ED9K1r7R46M>" %}

Want to reference tools like `create_jira_ticket` in your Chat Prompt? Reach out to your mod developer or onboarding specialist to ask about making custom tools accessible in your prompts.


---

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```
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```

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