Give every client site the right answers and the right team
Fire Away lets agencies configure AI support per site while their team works from a shared support environment. Keep each site’s knowledge, availability and customer context appropriate to that business. Give agents access to the sites they handle and agree with each client who owns human follow-up.
For agencies supporting several client websites or managing multiple brands with different answers and staffing arrangements.
Treat each business as its own source of truth
A delivery rule for one client must not become an answer for another. Prepare site-specific articles, approved website content and assistant settings. Ask each client to sign off on the answers that describe their business. A multi-site workflow saves administration only when it preserves those differences; copying a generic policy everywhere creates a support problem.
Define who answers when AI cannot
Some clients want the agency to triage questions; others want their own staff to take over. Decide the arrangement before launch, grant the appropriate site access and test the notifications with the actual people responsible. Internal notes and assignment help coordinate work, but a commercial responsibility agreement still needs to exist outside the inbox.
Roll out one site before repeating the pattern
Choose a client with current knowledge and a clear support owner. Test the domain, widget appearance, common questions and a difficult handover. Keep a repeatable launch checklist while allowing each site’s policies and hours to differ. When customer account data is needed, treat each application’s verified integration as its own engineering task.
What should AI answer, and when should people help?
Illustrative scenarios for planning your setup. These are examples, not customer results.
| Customer question or situation | Useful AI role | Where people or your app take responsibility |
|---|---|---|
| A client’s visitor asks about opening hours. | Answer from that site’s current information. | Hours are exceptional or not documented. |
| An issue needs the client’s decision. | Keep the context in the conversation. | Assign and notify a permitted client or agency agent. |
| A second brand is ready to launch. | Use a site-specific configuration and knowledge set. | Check that brand’s access, policies and handover before enabling AI. |
Test this workflow with your own customers’ questions
Use your trial to check useful outcomes, including the cases that should reach a person.
- Name a support owner for each client site.
- Review knowledge separately with each business.
- Test permissions using an agent with limited site access.
- Verify notifications, availability and the installed widget on each domain.
Questions about this setup
Can the AI settings differ between client sites? +
Does Fire Away provide the people to answer client enquiries? +
Work through the details
How can one team support several websites?
Organize support across multiple websites with separate knowledge, clear customer context, site access and notification responsibilities.
Read the guideHow should an AI chatbot hand over to a human?
Plan AI-to-human handover triggers, preserve conversation context and avoid competing replies when a teammate takes over.
Read the guideRelated AI support workflows
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For teams with support information scattered across help articles and website pages, or a small set of answers ready to publish.
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