Build Your First Web Chat Assistant
Build an assistant that explains a sample support policy, handles follow-up questions, and retrieves a sample order through a tool.
Prerequisites
Complete the server prerequisites, including an AI model connection. Prepare the test API endpoint described in Order Lookup for the tool exercise.
1. Create the conversation
Create Support Practice Assistant. Add Web Chat Trigger first and connect it to Conversational Agent.
Open the trigger, configure the assistant identity, and set a welcome message such as Ask about our sample support policy or sample order. Use text chat for this exercise.
2. Configure the model and instructions
Select your AI connection and model in Conversational Agent. Set its instructions to:
You are a support assistant for a training exercise.
Sample policy: support is available Monday to Friday, 09:00 to 17:00.
The sample return window is 14 days after delivery.
Answer using this policy. If a detail is missing, say it is not provided.
Use the sample order lookup tool for questions about order ORD-1001.
Only report order details returned by the tool. If the tool is unavailable
or fails, explain that you cannot retrieve the order.
Keep replies brief and use conversation context for follow-up questions.
These policies are sample data, not IB-X product policies. See the instructions guide for additional guidance.
3. Connect a tool
Add HTTP Request and connect it through the Conversational Agent activity's Tools connector. Configure GET, your sample endpoint URL, JSON accept format, and any required authentication as in Order Lookup.
Give it a descriptive name such as Get sample order ORD-1001. Where tool descriptions are configured, explain that it retrieves only the fixed sample order. Activity outputs return to the conversation after tool execution; see Tools and Actions.
4. Test and publish
Save and test the chat experience using Building a Conversational Agent. Send these messages in the same conversation:
| Message | Expected behavior |
|---|---|
| When is support available? | Reports the sample weekday hours |
| What about Saturday? | Uses context and explains it is outside the stated hours |
| What is the return window? | Reports 14 days after delivery |
| Is return shipping free? | Says this detail is not provided |
| Look up sample order ORD-1001 | Invokes the tool and reports the returned order details |
Inspect tool execution as well as the response. Publish after testing and verify the published web chat entry point configured through the trigger.
Troubleshooting and next steps
- Chat does not start: check the trigger connection and published channel configuration.
- Model fails: check the connection, selected model, and provider or managed-service usage allowance.
- Tool fails: test the HTTP request independently and confirm server endpoint access and authentication.
Next, add a knowledge source, configure another channel, or introduce human review for business actions using the full guide.