AI Assistant in Support Chat

The Support chat widget opens from Support in the sidebar, available from anywhere in ClinyPal. It has two tabs — AI Assistant and Agent — sitting side by side at the top of the same panel. It's tempting to think of these as two separate chats, but they're not: underneath, there's a single conversation thread tied to your account. The AI Assistant tab filters that thread down to the AI's messages; the Agent tab filters it down to staff and system messages. Switching tabs changes which slice of the conversation you're looking at, not which conversation you're in.

This matters in practice more than it might sound like it should. If you ask the AI Assistant something it can't answer and then switch to Agent, the human picking up your case can see what you already asked and what the AI already tried — you're not starting over and re-explaining yourself from scratch.

In this article

How the AI Assistant tab and the Agent tab relate to the same underlying conversation
How to ask the AI Assistant a question and what kinds of questions it's built to handle
How ClinyPal decides between a live agent chat and a "leave a message" form
How the AI disclosure works here — and what it does and doesn't cover
What happens when the AI Assistant can't answer your question

The Support chat widget open to the AI Assistant tab, showing a typed question and an AI-generated answer, with the Agent tab visible alongside it.

What the AI Assistant is actually good for

The AI Assistant tab is always available — there's no concept of "AI support hours," it works the same at 2pm on a Tuesday as it does at 2am on a Sunday. It answers by searching ClinyPal's own help content, the same articles that make up this help center, and phrasing a response to whatever you actually typed rather than making you guess the right search keywords.

That search-and-phrase approach is also its natural boundary. It's genuinely good at "how do I add a new practitioner" or "where do I change the invoice footer text" — questions with a documented answer somewhere in the help center. It's not built to look at your clinic's actual data, your account status, or a specific patient record, and it won't pretend otherwise; questions like that fall outside what it can do, and it will point you to the Agent tab rather than guess.

AI-generated answers, clearly scoped Responses on the AI Assistant tab are generated by AI, drawing only on ClinyPal's own help content. The tab is labeled "AI Assistant" — that label is the disclosure; individual messages inside the tab aren't separately badged one by one. If the AI Assistant is unavailable, it fails soft: it simply won't return an answer, and you can switch to the Agent tab instead.

Asking a question

Open Support

Click Support in the sidebar to open the chat widget.

Stay on the AI Assistant tab

It's selected by default when you open the widget, and it's available regardless of the time of day.

Type your question in plain language

Ask the way you'd ask a colleague standing next to you — for example, "how do I add a new practitioner?" rather than a search-engine-style keyword string.

Read the answer

The AI Assistant replies in the same thread, drawing on ClinyPal's help articles to answer your specific question rather than linking you to a generic article.

Ask a follow-up if you need to

You can keep going back and forth in the same conversation — it isn't a one-question-and-done interaction.

When it can't answer

Not every question has an answer sitting in ClinyPal's help content. Account-specific issues ("why was I billed twice this month"), anything that needs a person to actually look at your clinic's data, or a bug report that needs investigating are all outside what a help-content search can resolve, no matter how the question is phrased. When the AI Assistant recognizes this, rather than guessing at an answer that sounds plausible but might be wrong, it tells you directly and suggests switching to the Agent tab.

A dead end here is by design, not a bug If the AI Assistant says it can't help, that's the intended behavior for anything outside documented product questions — it's built to hand off rather than improvise an answer it can't back up.

Switching to a human: the Agent tab

The Agent tab connects you with ClinyPal's human support team. What you see there depends entirely on whether it's currently support hours — and you don't have to know or check what those hours are yourself, because the tab figures that out and shows you the right thing automatically:

During support hours — your message goes into a live chat with a support agent, and you can expect a reasonably prompt back-and-forth.
Outside support hours — you'll see a "leave a message" form instead, so you can describe your issue in full and a team member follows up once support reopens.

Click the Agent tab

From the open Support widget, click Agent.

See which mode you're in

The widget shows either a live chat composer or a "leave a message" form, depending on the current time — this is decided for you.

Send your message

Describe your question or issue. A support agent responds in the same thread, whether that reply comes back in minutes or after support hours resume.

Same conversation, two views The AI Assistant tab and the Agent tab are filtered views of one underlying conversation. Switching tabs doesn't start a new conversation — it just changes which side of it you're looking at, and a human agent can see the AI exchange that came before them.

The Agent tab outside support hours, showing the "leave a message" form that replaces live chat when no agent is currently available.