How to use for Customer Support or other Business use cases?

[rayliverified]

Does anyone have tips on how to setup for a Customer Support chat bot, email support, etc?

[jhezjkp]

Hi! We've been running spacebot in a multi-user support setup for a while, here are some practical tips:

Platform choices

• Email: spacebot has a native email adapter (IMAP polling + SMTP). Works well for async support tickets — configure it under [messaging.email] with your IMAP/SMTP credentials. Also supports Proton Bridge if you need end-to-end encryption.
• Webchat: there's a built-in webchat adapter accessible via the web UI or the /api/webchat/send endpoint, which you can hook into your own frontend.
• Telegram: works great for support if your customers are on Telegram — low latency and easy to set up.

You can run multiple channels simultaneously and route them to the same agent.

Agent setup tips

• Write a focused IDENTITY.md / SOUL.md for the support agent — define its tone, scope, and escalation behavior explicitly. Vague system prompts lead to inconsistent responses.
• Set require_mention = false so the agent responds to every inbound message without needing to be @-tagged (only applies to Discord/Slack).
• Use bindings to route specific email addresses or chat channels to a dedicated support agent, rather than letting one agent handle everything.
• Enable memory so the agent retains context across conversations with the same user.

One caveat: secrets (like API keys for external tools) are currently instance-global — tracked in #354. Worth keeping in mind if you're in a multi-tenant setup.

Hope that helps!

[rayliverified]

@jhezjkp very helpful!!

I wonder if it makes sense for the author @jamiepine to add these building blocks to Spacebot out of the box.
Right now Spacebot is sitting there for me because it's too hard to get this setup.

It feels like the building blocks and capabilities are there, as I can see hints of them, but it's not "auto".

Self bootstrap mode maybe?

• Support Chat Bot Mode
• Github Issues test and triage mode
• Slack company knowledge base mode
• etc

[rayliverified]

It's too hard for now and I need help 😓

[jamiepine]

Hey I'm working on this actively. So we've shipped an "agent factory" in 0.3.x which walks you through creating new agents based on presets, one is customer support. Just it the + button in the sidebar. The more your main agent knows about you and what you do the better job it will do creating the new agent. It will even search skills and install them for you. Most of what you want here can be achieved with secrets + skills, when in doubt talk to cortex chat in the UI. It knows everything about Spacebot as it has the docs and changelog embedded.

As for knowledge base, I have something really huge coming this week that gives Spacebot a data warehouse, with import and sync through data adapters that allow you to import and store data from any platform for your agents to query. Just keep playing with it for now, ask on discord for help I'm very responsive. Keep an eye out for tutorials from me too, now the project is maturing and ever closer to stability I will sharing more content on how to use Spacebot.