Welcome to Applied Labs

Applied Labs helps support teams run AI agents alongside humans. You can set up channels, give the agent reliable knowledge, and track quality from one place.

This documentation is written for non-technical teams. Each guide explains what a feature does, where to find it in the app, and how to use it safely.

Who this is for

Support leaders who want visibility into quality and automation.
Operators who manage escalations, tickets, and handoffs.
Anyone writing or maintaining customer-facing knowledge.

How the platform is organized

Agents: configure what your AI agent does and which channels it serves.
Inbox: review conversations, summaries, and escalations in one place.
Tickets: track human follow-ups linked to conversations.
Contacts: see customer profiles and history.
Knowledge: create Responses and connect Content Sources.
Workflows (Flows): automate multi-step tasks and integrations.
Analytics, Audit, Test Coverage: measure performance and quality.
Monitor: review flow runs and operational details.

A simple getting started path

Confirm your agent and channels in Agents.
Add Responses and Content Sources so the agent answers correctly.
Configure escalations so sensitive issues reach your team.
Create tests in Test Coverage and validate results.
Create a revision in Agents -> Deploy and make it live.
Monitor real conversations in the Inbox and Analytics.

Core capabilities

Knowledge and responses

Responses define what the agent says and what information it can use. You can keep new responses in Draft while you test, then publish them when ready. Content Sources let the agent reference existing docs or help center content without rewriting everything.

Workflows and actions

Workflows are step-by-step automations. Use them when the agent needs to collect details, look up data, or take actions in your systems. Workflows help ensure your team stays in control of what the agent is allowed to do.

Support operations

The Inbox keeps conversations, summaries, and ticket links together. You can review AI decisions, update tags, and hand off to a human when needed. Tickets make it clear what work still requires a person.

Quality and reporting

Test Coverage, Audit, and Analytics work together to show quality and progress over time. Use them to find gaps, improve responses, and track outcomes by channel, topic, or intent.

Connectors and data

Connectors link Applied to systems like databases, commerce platforms, and content sources. They power workflows and keep your knowledge up to date.

Getting started

Start with the Quickstart, then go deeper where you need it: