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Using the Docebo AI agent chat

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Introduction

The Docebo AI agent is your virtual assistant for platform support. It helps you find information, troubleshoot issues, and connect with a human agent when needed. This article explains how to interact with the AI Agent to get the most relevant and timely help.

Accessing the chat

You can find the Docebo AI agent in the help center of the platform. To access it, click on Help center in the top right corner of any platform page, then select Help desk chat.

Once the chat is open:

  • Click New conversation to start fresh or
  • Browse your chat history using the timestamps shown at the top.

Please note! Chat history is stored per browser session and may not persist across different devices or browsers.

If you’ve finished your conversation and want to remove the chat widget to better navigate the interface, simply refresh the page — the widget will temporarily disappear.

Interacting with the AI assistant

Once inside the chat, you can ask a question directly or select one of the pre-set options.
The AI will search Docebo’s knowledge resources and provide an answer.

If you’ve finished your conversation and want to remove the chat widget to better navigate the interface, simply refresh the page — the widget will temporarily disappear.

Tips for getting the best answer

  • Be clear and specific. Complete questions help the AI understand your request.
  • Focus on one topic at a time. This helps ensure each question gets the attention it deserves. Have more than one question? You’re welcome to start a new chat for each.
  • Mention the feature or area you're working with. Instead of describing your full use case, refer to the specific product or function involved.
  • Tell us what happened. Instead of “it’s not working,” share what you were trying to do and what you saw.
  • Use recognizable terms. Feature names, error messages, and button labels help the AI (and support team, if needed) understand exactly what you're referring to.
  • You can upload files or screenshots — this helps the support team understand your issue better.

The AI agent is continuously learning and improving. We are working to ensure its information sources and logic are as reliable as possible. If you spot an inaccuracy, please provide feedback — it helps us make the system better.

When AI might not get it right

If the AI gives a response that isn’t helpful:

  1. You’ll be prompted with: "Was this helpful?"
  2. Please answer it, you'll then have the option to speak to a member of the support team if needed.
  3. You can also rephrase your question — we recommend staying in the same chat so your context isn’t lost.

Talking to a human

If you’d like to speak with a person, you can:

  • Wait for the system to prompt you during key moments
  • Type one of the following phrases:
    • “Talk to a human”
    • “Agent, please”
    • “I want to speak to someone”

Once your request is recognized, the chat will route you to our support team and show a banner with the estimated wait time.

Please note! Our support agents currently assist in English and Italian only.

Following up on an existing ticket

To check the status or follow up on a current open request:

  • Select the relevant  pre-set option
  • Go to the Help center, locate the related chat in your browser history, and reply
  • If urgent, you can also prompt the chat to speak directly to a human.

Please note! Even if you reply in an old chat which has already been solved, it will initiate a new interaction — so a different analyst may assist you.

What languages are supported?

The AI agent can respond in over 30 languages. It automatically detects your language, though it might occasionally respond in English or say it only supports English — this is incorrect. 

To switch languages:

  • Ask your question in your preferred language
  • If it does not work as expected, try starting a new chat and ask your question directly in your preferred language. This helps ensure earlier messages don’t influence the language used in responses.

Supported languages include:
Arabic, Bulgarian, Chinese (Simplified & Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Romanian, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese.

Please note! While the AI supports multilingual responses, our human support team provides assistance in English and Italian only.

Security reminder

For more information, you can review the Docebo privacy policy (opens in a new tab).

AI agent FAQs

For additional questions on the Docebo Support AI Agent, please visit the dedicated Community post (opens in a new tab).