The two chat bubbles problem: Adding support to a product that already has an AI agent

As products increasingly include their own AI agents alongside AI support tools, customers can face two chat interfaces with separate capabilities and no shared context, forcing them to repeat questions and switch between conversations. Common approaches include hiding one chat bubble, using a support platform as the primary agent when no product agent exists, or integrating support capabilities directly into the existing product agent. The article argues that simply connecting an agent to documentation is insufficient because documentation can become outdated and cannot always guide users through live product workflows. Frigade presents its Assist API as a tool integration that lets an existing product agent answer support questions, provide in-app guidance, and help users complete tasks while Frigade maintains product knowledge through browser-based learning, connected help content, and feedback from customer success and product teams. Teams can build these capabilities internally for greater control, but must account for the ongoing work of understanding product workflows, maintaining accurate guidance, and correcting poor responses.

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