We're excited to introduce Kirby, our new customer chat agent. Kirby’s here to make your experience smoother, faster, and easier — any time you need help.

Think of Kirby as your personal assistant: available around the clock to answer questions, point you to the right Appspace resources, and guide you through common tasks in seconds.

What’s a chat agent?

A chat agent is an AI-powered assistant that feels like chatting with a real member of the Appspace team. Instead of searching through pages or waiting in a support queue, you can just type your question, and Kirby will respond instantly.

Kirby isn’t a simple script. Using advanced Natural Language Processing (NLP), it understands what you mean — even if you phrase things differently than expected — so you get helpful, relevant answers every time.

How to use Kirby

You’ll find Kirby in our Appspace Community website in the bottom-right corner. Just click the chat icon, type your question, and you’re ready to go.

Tips for the best experience:

• Be clear and direct: The simpler your question, the faster Kirby can help. For example, “How do I reset my password?” works better than “I’m having trouble logging in.” 
• One question at a time: Kirby does best when you focus on a single topic per message. This helps it give you the most accurate response.
• Follow the prompts: Kirby may offer clickable options or ask you to clarify to narrow things down.
• Use Kirby for self-service support: Kirby is designed to handle common support needs — like pointing you to resources, explaining features, or giving troubleshooting tips. And if Kirby can’t answer your question or solve your issue, it will automatically open a case with our Customer Care team..

Why you’ll love Kirby

Always available: Kirby never clocks out. Whether it’s late at night, early morning, a weekend, or even a holiday, you get the support you need, when you need it.

Instant answers: Kirby responds right away, giving you the information you’re looking for in seconds.

Faster service: By taking care of routine questions and tasks, Kirby frees up our Customer Success team to focus on the complex or sensitive issues that require a human touch. That means everyone gets faster, more focused help.

Consistent info: Kirby draws from our Knowledge Center, so answers are accurate, up-to-date, and consistent — no matter when or how many times you ask.

Speaks your language: With multilingual support, Kirby makes it easier for our global customers to get answers in the language they’re most comfortable with, removing barriers and improving the overall experience.

Kirby is here to give you quicker, friendlier, more reliable support. Try it out next time you need a hand. We hope you’ll love the experience.