01
Deflection
The widget does more than answer with text. It helps users complete the action in the UI, which is where many how-to tickets start.
Answer "where do I click?" before it becomes a ticket.
Help-center links still make users translate instructions back to the UI. Adoption Layer guides them on the page they're already on, then hands off to your support stack when an issue needs a human.
Support should not be a navigation service
Most deflection is a bot handing over article links. The user clicks through, gets lost in the UI, and opens a ticket anyway, so your agents answer "where do I click?" instead of real problems.
A recurring team moment
"A user is trying to find where to add a VAT number to their invoice. They ask the widget. Adoption Layer points them toward account settings, then billing, then the VAT field. If they ask a complex billing question, the widget sends them to support with a note about the page and question."
Support deflection that still knows when to escalate
02
Support handoff
When the AI can't help, or the user requests a human, the widget sends them to your configured support path with context.
03
Context Handoff
Your agent receives the user's intent, the steps they already tried, and the screen they are currently on.
04
Insightful Backlog
See which questions the AI could not answer, so your tech writers know which articles or product explanations are missing.
How it compares
Traditional chatbots provide text and links, leaving users frustrated. Adoption Layer provides interactive UI guidance and passes both the transcript and UI context directly to the agent when escalation is needed.
How it fits the team's operating rhythm
Covered workflows
- Deflecting "how-to" and navigation questions
- Support handoffs with context
- Guidance before a ticket is created
- Contextualizing support tickets
What to expect
Your team spends less time on repetitive navigation questions. Agents start with the user's question, page context, and attempted steps instead of asking for basics again.
Setup and privacy
Connect your knowledge base and your support tool, such as Zendesk, Intercom, or Crisp. Adoption Layer parses the UI structurally for guidance and filters form data before processing.
Frequently asked questions
Does this replace our current support tool?
No. It sits in front of your support tool like Zendesk or Intercom. It deflects the easy questions and hands off the hard ones to your existing stack.
How does the handoff work?
When a user asks to speak to a human, or the assistant cannot provide useful guidance, the widget sends them to your configured support channel with a context summary.
What kind of tickets does it deflect?
It is strongest on "how-to," navigation, feature discovery, and basic configuration questions.
Is it difficult to set up?
No. You can upload existing support documentation and configure the handoff path from the dashboard.