Customer Support Bot › MUXI Documentation

Difficulty: Intermediate Time to setup: 5 minutes

What It Does

Answers customer questions using company knowledge
Remembers conversation history
Maintains consistent tone
References policies and FAQs
Escalates complex issues

Features

✅ Memory: Remembers customer conversations
✅ Knowledge: Company FAQs and policies
✅ Soul: Professional, empathetic support tone
✅ Clarification: Asks for details when needed

Prerequisites

MUXI Server running
OpenAI API key
Your company documentation (optional - example included)

Setup

# 1. Copy this example
cp -r examples/02-customer-support my-support-bot
cd my-support-bot

# 2. (Optional) Add your company docs
#    Put .txt or .md files in knowledge/
echo "Our refund policy is 30 days from purchase." > knowledge/refund-policy.txt
echo "Shipping takes 3-5 business days." > knowledge/shipping-info.txt

# 3. Set API key
muxi secrets setup

# 4. Run locally
muxi dev

Test It

# First question
curl -X POST http://localhost:8001/v1/chat \
  -H "Content-Type: application/json" \
  -d '{
    "message": "What is your refund policy?",
    "session_id": "customer_123",
    "user_id": "alice@example.com"
  }'

# Follow-up (uses memory)
curl -X POST http://localhost:8001/v1/chat \
  -H "Content-Type: application/json" \
  -d '{
    "message": "And what about shipping?",
    "session_id": "customer_123",
    "user_id": "alice@example.com"
  }'

Expected Behavior

First request:

{
  "text": "Our refund policy is 30 days from purchase. If you're unsatisfied with your order, you can request a full refund within 30 days of receiving it. Would you like help initiating a refund?",
  "sources": ["refund-policy.txt"]
}

Follow-up request (remembers context):

{
  "text": "Shipping takes 3-5 business days. Since you asked about refunds earlier, I should mention that return shipping is free if you need to send something back.",
  "sources": ["shipping-info.txt"]
}

Configuration Highlights

Memory

memory:
  buffer:
    enabled: true
    size: 50  # Last 50 messages

  persistent:
    enabled: true
    provider: sqlite
    path: ./data/memory.db

Knowledge Base

knowledge:
  - name: company-docs
    type: directory
    path: ./knowledge
    chunk_size: 512
    chunk_overlap: 50

Soul

overlord:
  soul: |
    You are a professional customer support representative.
    Be empathetic, helpful, patient, and knowledgeable.

Customization

Add Your Company Knowledge

Replace the example knowledge files:

# Remove examples
rm knowledge/*.txt

# Add your docs (supports .txt, .md, .pdf)
cp /path/to/your/docs/*.md knowledge/
cp /path/to/your/policies/*.pdf knowledge/

Adjust Memory Size

memory:
  buffer:
    size: 100  # Remember more messages

Change Tone

overlord:
  soul: "You are a casual, enthusiastic support representative."

Deploy to Production

# 1. Create profile
muxi profiles add production \
  --server https://muxi.yourcompany.com:7890

# 2. Deploy
muxi deploy production

Next Steps

Add Tools - Let agent check order status, create tickets
Multi-Agent Team - Add specialized agents
Triggers - Integrate with Zendesk/Intercom

Common Issues

"No knowledge results found"

Check knowledge directory has files:

ls knowledge/

Re-index knowledge:

muxi server restart my-support-bot

"Memory not persisting"

Check database file exists:

ls data/memory.db

Ensure persistent memory is enabled in formation.afs.

"Agent doesn't remember context"

Make sure you're using the same session_id across requests:

{"message": "...", "session_id": "customer_123"}

Learn More

Knowledge Systems - RAG configuration
Multi-Agent Guide - Building teams
Memory Reference - Conversation persistence

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