llms.txt
# Owlish
> Owlish is a no-code AI agent platform for customer support. Businesses ingest their knowledge (websites, PDFs, FAQs) into Owlish, customise the agent's brand and persona, and deploy across their website, social channels, and team chat apps. Agents ground answers in your content, cite sources when enabled, and hand off cleanly to human operators when needed.
The product is built by Chevvi Pty Ltd (Sydney, Australia). Marketing site at https://owlish.bot, console at https://console.owlish.bot, embeddable widget at https://widget.owlish.bot, OpenAPI specification at https://owlish.bot/openapi.json, and public API reference at https://api.owlish.bot/docs.
## Documentation
- [Welcome to Owlish](https://owlish.bot/docs/): Overview of what Owlish does and where to start.
- [Build your first agent](https://owlish.bot/docs/quick-start/build-your-first-agent): 5-minute walkthrough — paste your website, let Owlish discover your brand, attach sources, chat with the agent.
- [Concepts](https://owlish.bot/docs/quick-start/concepts): The four primitives — agents, knowledge, sessions, channels — and how they relate.
### Agents
- [Create an agent](https://owlish.bot/docs/agents/create): The 5-step wizard (URL + use case → discovery → sources → review → create).
- [Playground](https://owlish.bot/docs/agents/playground): The agent's main page — Content / Brand / Behavior / Model tabs plus a live test chat.
- [Tone and fallbacks](https://owlish.bot/docs/agents/tone-and-fallbacks): Writing instructions that set voice, refusal behaviour, and unknown-question handling.
### Knowledge base
- [Knowledge base overview](https://owlish.bot/docs/knowledge-base/overview): Folders, sources, processed-MB caps per plan, and the citation pipeline.
- [Add a website](https://owlish.bot/docs/knowledge-base/websites): Crawl marketing sites and help centres; allow/exclude patterns; scheduled re-sync.
- [Add files](https://owlish.bot/docs/knowledge-base/files): Upload PDFs, DOCX, CSV, TXT, Markdown. OCR fallback for scanned PDFs.
- [Direct Response](https://owlish.bot/docs/knowledge-base/direct-response): Paste a question + canonical answer for FAQ-style content.
- [Citations & re-training](https://owlish.bot/docs/knowledge-base/citations): How citations are produced, debugging wrong answers, when re-sync runs.
### Deploy
- [Web widget](https://owlish.bot/docs/deploy/widget): Embed snippet, allowed domains, citation toggle. Available on every plan.
- [Customize the widget](https://owlish.bot/docs/deploy/widget-customization): Brand, content, behaviour — all configured on the agent's Playground tabs.
- [Slack](https://owlish.bot/docs/deploy/slack): OAuth install, DMs, channel mentions, threaded replies. Available on Growth and above.
- [Microsoft Teams](https://owlish.bot/docs/deploy/teams): Tenant install, personal chats, channel mentions, and threaded replies. Available on Growth and above.
- [Email](https://owlish.bot/docs/deploy/email): Give an agent its own support address; forward your inbox and it answers customer email automatically. Custom domains and delivery health. Available on Growth and above.
- [Discord](https://owlish.bot/docs/deploy/discord): Coming soon.
### Helpdesk
- [Conversations](https://owlish.bot/docs/helpdesk/conversations): The Inbox (Open / Resolved) and Live conversations views — every session, every channel.
- [Human handoff](https://owlish.bot/docs/helpdesk/human-handoff): Triggers (visitor asks, agent decides, operator pulls), Claim / Barge in / Resolve / Return to AI flow.
### Settings
- [General](https://owlish.bot/docs/settings/general): Workspace name, ID, cap-reached fallback, transfer ownership, delete workspace.
- [Members](https://owlish.bot/docs/settings/members): Invite teammates, Owner / Admin / Operator roles, seat limits.
- [API keys](https://owlish.bot/docs/settings/api-keys): Create, scope (Sources Read/Write/Delete), revoke.
- [Privacy & DSR](https://owlish.bot/docs/settings/privacy): Visitor data subject requests — search, delete, and controlled anonymization workflows (GDPR / CCPA).
### Billing
- [Plans](https://owlish.bot/docs/billing/plans): Free ($0, 0.5 MB KB, 7-day retention), Starter ($49/mo, 10 MB KB, 30-day retention), Growth (20 MB, 90 days), Scale (40 MB, 365 days).
- [Usage & change plan](https://owlish.bot/docs/billing/usage): Current usage meters, change plan, add-ons, annual vs monthly, invoices.
### Skills
- [Skills](https://owlish.bot/docs/skills/overview): Two skills ship today — human handoff and email escalation. Lead capture and web search are on the roadmap.
### Owlish developer resources
- [Owlish developer platform](https://owlish.bot/docs/developers/overview): REST API, scoped authentication, MCP setup, rate limits, and current programmable boundaries.
- [Owlish OpenAPI specification](https://owlish.bot/openapi.json): OpenAPI 3.1 JSON with unique operation IDs, typed inputs and responses, and per-operation required scopes.
- [Owlish API catalog](https://owlish.bot/.well-known/api-catalog): RFC 9727 Linkset connecting the public API endpoint to its OpenAPI description, human documentation, OAuth metadata, and MCP manifest.
- [Owlish interactive API reference](https://api.owlish.bot/docs): Scalar reference for the knowledge-folder and knowledge-source REST API.
- [Owlish OAuth protected-resource metadata](https://api.owlish.bot/.well-known/oauth-protected-resource/mcp): RFC 9728 metadata for the MCP resource with authorization-server discovery and supported least-privilege scopes.
- [Owlish MCP server manifest](https://owlish.bot/mcp/server.json): MCP Registry-compatible server.json for the Streamable HTTP endpoint at https://api.owlish.bot/mcp.
### Account & support
- [Your account](https://owlish.bot/docs/account): Profile, data export, account deletion.
- [Help & support](https://owlish.bot/docs/help): Contact (support@owlish.bot), find an answer, report a doc problem.
## For AI agents
- [Agent Onboarding Skill](https://owlish.bot/agent-onboarding/SKILL.md): Anthropic-format Agent Skill. Fetch this to onboard a user to Owlish — sign-up walkthrough, the 5-step agent wizard, API-key flow, and source-management automation via the REST API or MCP server. Clearly marks which steps require the human and which the agent can drive end-to-end.
- [Agent Onboarding Facts](https://owlish.bot/agent-onboarding.json): JSON summary of signup, Free evaluation, Growth/Scale API access, self-serve scoped keys, MCP transport, and the absence of a public API sandbox.
## Marketing
- [Home](https://owlish.bot/): Product overview, channels, use cases.
- [What it is](https://owlish.bot/what-it-is/): Deeper tour of the product — what ships today, what's grounded vs. generated, who it's for.
- [Pricing](https://owlish.bot/pricing/): Plan comparison, feature matrix, FAQs.
- [Owlish Partners](https://owlish.bot/partners/): Early-access partner program for agencies, consultancies, and software companies selling white-label AI customer support services with Owlish as the platform layer.
- [Roadmap](https://owlish.bot/roadmap/): Public roadmap across phases; what's shipped, in progress, and next.
- [About](https://owlish.bot/about/): Why Owlish exists, principles, founder, and Chevvi the company.
- [Contact](https://owlish.bot/contact/): Direct lines for sales, support, and the founder.
## Blog
- [Owlish blog](https://owlish.bot/blog/): Practical guides, product notes, comparisons, and support-operations playbooks for grounded AI customer support.
- [AI Chatbot Outage Fallback Plan: Keep Support Reachable](https://owlish.bot/blog/ai-chatbot-outage-fallback/): A customer-facing continuity tutorial for three failure states: product down, bot down, or shared support stack down. Includes an independent-contact Route Card, message examples, and a 20-minute tabletop drill.
- [AI Customer Support for Tour Operators: What to Automate First](https://owlish.bot/blog/ai-customer-support-tour-operators/): A travel-support playbook that separates cited public tour answers from live availability, booking changes, refunds, and urgent human help. Includes the Traveler Request Boundary Map and a ten-question launch test.
- [AI Chatbot for Notion Knowledge Bases: A Safe Public-Docs Setup](https://owlish.bot/blog/ai-chatbot-for-notion/): A practical Notion source-boundary guide for customer-support chatbots. Includes a Public–Private–Proof gate, four-route worksheet for public pages, approved exports, Direct Responses, and handoff, plus a six-prompt citation and refusal test.
- [How to Build an AI Chatbot for Developer Documentation](https://owlish.bot/blog/ai-chatbot-for-developer-documentation/): A technical support guide for public API documentation, SDKs, migrations, and changelogs. Includes a Developer Documentation Answer Contract, an eight-prompt release gate for version conflicts and refusal behaviour, source hierarchy, cited-answer checks, and a clear private-debugging handoff boundary.
- [6 Front Alternatives for AI Customer Support Teams](https://owlish.bot/blog/front-alternatives/): Commercial buyer guide for teams using or evaluating Front. Separates the three real decisions—keep the shared inbox, layer a source-grounded AI answering front line, or migrate to a fuller service suite—and includes an original Front Workflow Retention Map plus a reproducible Keep–Layer–Migrate proof sheet for source evidence, handoff, account-data boundaries, and billing events. Compares Owlish, Help Scout, Intercom Fin, Zendesk, Missive, and Crisp with current official-source pricing notes, clean public pricing-page screenshots, candid no-native-Front-integration positioning for Owlish, and a trademark disclaimer. Checked August 2026.
- [How to Build an AI IT Helpdesk Bot Without Admin Access](https://owlish.bot/blog/ai-it-helpdesk-bot/): Internal-support playbook for IT managers that distinguishes approved knowledge answers from identity-bound status checks, privileged administrative actions, and security incidents. Includes the original IT Request Permission Ladder, eight-prompt pilot, source-scope and escalation workflow, and candid guidance on where Owlish fits as a cited knowledge and handoff layer rather than an ITSM or identity-action system. Checked August 2026.
- [AI Chatbot Prompt Injection: A Support-Team Safety Guide](https://owlish.bot/blog/ai-chatbot-prompt-injection/): A defensive guide for customer-facing AI support agents. Includes a five-lane Support Agent Input & Source Boundary Map, a seven-prompt release gate, source-scoping guidance, citation review, and human handoff rules without claiming a prompt makes an agent immune.
- [AI Chatbot vs Live Chat: A Support Routing Framework](https://owlish.bot/blog/ai-chatbot-vs-live-chat/): A buyer and support-operations guide for deciding which requests deserve a cited AI answer, a live human, or an honest after-hours handoff. Includes the copyable Evidence–Judgment–Access routing card, a 12-request worksheet, and an outside-hours acceptance check.
- [How to Add an AI Chatbot to a HubSpot Website](https://owlish.bot/blog/ai-chatbot-for-hubspot/): A practical HubSpot CMS rollout for a cited public-knowledge support widget, including a native-versus-separate support decision card and a 12-prompt acceptance run.
- [Website Chatbot Placement: A Support-First Guide](https://owlish.bot/blog/website-chatbot-placement/): A page-by-page method for placing a public support widget where its answer source, human route, and mobile clearance all hold up.
- [AI Chatbot Client Onboarding Checklist for Agencies](https://owlish.bot/blog/ai-chatbot-client-onboarding/): A client-safe launch packet for agencies: map approved sources to answer boundaries and human routes, test the published chatbot, and assign post-launch change ownership.
- [Blog](https://owlish.bot/blog/): Notes from the Owlish team — product updates, deflection patterns, operator workflows.
- [Customer Support Knowledge Base Template for AI Chatbots](https://owlish.bot/blog/customer-support-knowledge-base-template/): Template-first knowledge workflow for teams preparing an AI support agent. Includes a copyable AI Support Source Map covering customer intent, answer lane, canonical source, risk, owner, update trigger, citation probe, and handoff condition; a worked policy example; a 12-question published-channel launch test; and practical guidance on choosing website, file, Direct Response, and human-handoff lanes without exposing private-data or exception decisions.
- [RSS feed](https://owlish.bot/rss.xml): Subscribe to Owlish Blog updates.
- [How to Add an AI Chatbot to a Framer Website (2026)](https://owlish.bot/blog/ai-chatbot-for-framer/): Practical Framer chatbot setup guide for founders, agencies, and small support teams. It explains when to use sitewide Custom Code versus a provider-supported inline Embed, then adds the original Framer Support Widget Placement & Source Map (placement, safe question, canonical source, and out-of-scope route) and nine-prompt published-site test for cited answers, reworded questions, policy details, unknowns, stale content, account-data boundaries, human handoff, allowed domains, and phone layout. Includes Framer-specific custom-code mechanics, no-code Owlish positioning, an honest no-authenticated-account-actions boundary, and a launch checklist. Checked against current Framer documentation, August 2026.
- [6 Help Scout Alternatives for AI Customer Support (2026)](https://owlish.bot/blog/help-scout-alternatives/): Commercial buyer guide for teams using or evaluating Help Scout that separates the three real decisions — keep the shared inbox and Docs, layer a standalone AI answering front line, or migrate to a deeper help desk. Includes a practical Keep / Layer / Migrate decision map, a reproducible 20-question switch test covering source evidence, refusal, handoff, account-specific boundaries, and billing events, a cost-shape worksheet, six persona-based alternatives (Owlish, Intercom Fin, Zendesk, Freshdesk, Gorgias, and Tidio Lyro), current official-source pricing notes, real public product-page screenshots, a clear note that Owlish has no documented native Help Scout integration, and a trademark disclaimer. Checked August 2026.
- [6 Crisp Alternatives for AI Customer Support Teams (2026)](https://owlish.bot/blog/crisp-alternatives/): Commercial buyer guide for teams using or evaluating Crisp. Separates the real decision—keep the shared inbox, layer a source-grounded AI front line, or migrate to a deeper service suite—and includes an original Crisp Exit / Keep Worksheet, current official-source pricing notes, a contact-export and conversation-export migration check, six persona-based alternatives (Owlish, Intercom Fin, Zendesk, Tidio Lyro, Chatbase, and SiteGPT), clean public product-page screenshots, and a trademark disclaimer. Checked August 2026.
- [How to Add an AI Chatbot to Your Webflow Site (2026)](https://owlish.bot/blog/ai-chatbot-for-webflow/): Practical Webflow chatbot setup guide for founders, agencies, and support leads — choosing between a sitewide Footer-code widget and an in-page Code Embed, checking the Webflow plan requirement, defining the support boundary before ingestion, preparing one current source for each answer, installing a provider script safely, and running the original Webflow Support Widget Launch Card (scope, citation, contradiction, no-answer, account-data, handoff, and real-page/mobile/domain checks). Includes Webflow-specific custom-code limits and testing gotchas, an FAQ, and where Owlish fits as a no-code website/PDF support agent with citations, domain controls, and human handoff, while honestly excluding live account actions without a verified integration. Checked against current Webflow documentation, July 2026.
- [AI Email Support: Automate Replies Without a Bot Loop](https://owlish.bot/blog/ai-email-support-automation/): Channel-workflow guide for turning an existing support inbox into a controlled AI support lane rather than a blanket autoresponder. Includes an original four-lane Email Reply Ladder (ignore automated mail, send a cited answer, draft for review, or hand off), the three checks an auto-send reply must pass (scope, source, stakes), a no-send list for account-specific and high-stakes messages, a Gmail/Outlook forwarding and thread-continuity test pack, authentication and deliverability checks, a 25-thread review gate, and where Owlish fits (grounded replies with citations, existing-inbox forwarding, threaded answers, delivery-health visibility, and human handoff) and does not (live account data, binding decisions, or a full enterprise ticketing suite). Checked July 2026.
- [Why Your AI Chatbot Gives Outdated Answers (And How to Fix the Sync)](https://owlish.bot/blog/ai-chatbot-outdated-answers/): Knowledge-base workflow guide on why RAG-based AI support agents answer from a stale index instead of live content — the gap between editing a source and re-embedding it, three distinct failure modes (structural staleness where the source changed and the index didn't, orphaned content where a superseded document never gets removed and two chunks disagree, and undated content with no timestamp for time-aware ranking to use), how to catch it (read citations, check last-synced timestamps, spot-check monthly), and the three real sync levers with their honest limits (manual "Sync now" with a 30-day per-source cooldown that only starts after a successful run, scheduled auto-sync gated by plan and limited to Website-crawled folders only — Off on Free/Starter, Monthly on Growth, Weekly or Monthly on Scale, not available for uploaded documents or Direct Response answers — and a logarithmic time-decay ranking factor with an 0.85 similarity floor that quietly deprioritizes aging content as a safety net, not a substitute for updating the source). Includes a practical freshness checklist, an FAQ, and where Owlish fits (citations on by default, manual sync, Growth/Scale scheduled website sync, time-aware ranking, manual content-date correction) and where it doesn't (document-management systems needing webhook-triggered re-ingestion). Checked against Owlish's own ingestion architecture and pricing, July 2026.
- [How to Audit Your AI Support Agent's Conversations: A Practical QA Checklist](https://owlish.bot/blog/ai-support-agent-conversation-audit/): Support-operations playbook for the ongoing habit most teams skip — actually reading a sample of live AI conversations on a schedule, against a rubric, distinct from pre-launch testing or a metrics dashboard. Opens with the perception-reality gap (Laivly's 2026 AI Deployment Index and a Sinch survey, via CX Dive July 2026: two-thirds of CX leaders call their AI project a success even as 53% went over budget and 43% are delayed, and three-quarters of enterprises have rolled back an AI deployment, top reasons being data exposure, hallucination/brand risk, and inability to diagnose what went wrong), why CSAT and dashboards can't substitute for reading transcripts (Intercom's July 2026 research: CSAT captures under 10% of conversations; Verint/Calabrio: manual contact-center QA typically covers 1-3% of interactions), four failure classes only a transcript read catches (confidently-wrong-but-cited, resolved-by-the-numbers-not-for-the-customer, tone/policy drift, mistimed escalation), a stratified weekly sampling method (escalations, flagged/low-confidence conversations, top questions by volume, a random baseline), a five-point rubric (grounding, tone/policy fit, escalation timing, resolution truth, repeat pattern), closing the loop from a bad answer to a fixed one, and a cadence guide sized to 30-60 minutes a week with a named owner. Covers where Owlish fits (Chat Logs per-agent session browser with inline "Used N sources" citations, the analytics dashboard's auto-flagged "Conversations needing review" list, the Helpdesk Inbox for escalations, and Revise Answer for corr
