Gleap's AI agents sit together under AI & Automation → Agents. Kai Support is there from the start and answers your customers. Kai Resolve is a managed agent you can add as a second level behind Kai Support. Kai Copilot helps your team inside tickets. Custom agents are the ones you create. This article helps you choose between Kai Support and a custom agent. Kai Resolve has its own article.
The difference isn't how clever each one is. It's what they're built around: Kai Support is built around your content, and a custom agent is built around instructions and tools you give it.
There's one per project, it's always active, and it answers customers in conversations. Everything it says has to come from the knowledge you connected: help center articles, crawled pages, documents. You set it up centrally: name, avatar, tone, answer length and language. Because it's tied to your content, improving Kai Support usually means improving what it can read, not rewriting instructions. It's included on every plan.
You write the instructions and attach tools: calls into your own systems, MCP servers, actions that run in your product. An agent can look something up, change a record, or carry out a sequence of steps, which is the part Kai Support deliberately doesn't do. Custom agents are part of Team and up. Choosing a custom agent's model is part of Pro and up.
They also start differently. A custom agent runs when something starts it: a schedule, an event in your workspace, an event in a connected tool, or a call from your own code. Kai Support runs when a customer writes.
A new agent starts as a draft and does nothing until you set it live. On its Access page you choose People who can use it and People who can change settings.
The job | Use |
|---|---|
Answer a question whose answer is documented, or could be | Kai Support. If it answers wrongly, the fix is usually an article. |
Read or change something in another system, such as an order, a subscription or a booking | A custom agent with a tool for that system |
Work no customer starts, such as a nightly summary or a reaction to an event | A custom agent, since Kai Support only responds to conversations |
A procedure with fixed steps and a specific tone | A custom agent, where the instructions are yours to write |
Investigate a hard case before your team sees it | Kai Resolve |
This isn't a choice you make once. A workflow can hand a live conversation from Kai Support to a specific custom agent, which helps when a question turns out to need a lookup in your own system. The agent has to be live for that; a draft agent is skipped.
Kai Support can also be given tools of its own, so the line isn't absolute. The difference is where each one starts: Kai Support reaches for your content first, and a custom agent follows the procedure you wrote.
Go to AI & Automation → Agents.
Under Agents in the sidebar, click Create agent and pick a template, or Start from scratch.
Work through its settings pages, starting with General for the instructions.
Set it live when it's ready.
The full walkthrough is in Build your first agent.
