> ## Documentation Index
> Fetch the complete documentation index at: https://docs.support.onclarity.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support and chat overview

> How customers, tickets, and messages fit together in Clarity, and what you can automate with the Support API.

Clarity's support inbox handles every written conversation with your customers: web chat, the mobile SDKs, WhatsApp, and email. An AI agent answers first, human agents take over when needed, and both draw on your knowledge base. The Support API lets your own systems create and update the same records the inbox shows.

## The model

**1. A customer**

A **customer** is one person who contacts you. Clarity creates customers automatically when someone writes in on a channel, and you can create or edit them through the API. A customer carries a name, contact attributes (phone, email, external id), tags, and any custom attributes you define.

**2. Has tickets**

A **ticket** is one support request. It belongs to a customer's conversation on one channel and has a status, a priority, an optional category, tags, an assigned team and agent, and custom attributes. When a ticket is closed and the customer writes again, a new ticket opens on the same conversation.

**3. A ticket has messages**

**Messages** are what the customer, the AI agent, and human agents write. Private notes, status changes, assignment changes, and other activity sit in the same timeline as events.

### Channels

| Channel | Where the customer writes | How tickets start |
| - | - | - |
| Web chat | The chat widget on your site | The customer opens the widget and sends a message |
| Mobile SDK | The Android, iOS, or Flutter SDK in your app | Same as web chat, inside your app |
| WhatsApp | Your WhatsApp Business number | The customer messages you, or you send an approved template |
| Email | Your support address | The customer emails you, or you start a thread from Clarity |

The widget and the SDKs are covered in [SDKs](/sdks/overview.md).

### Agents

Tickets are handled by two kinds of agents:

* The **AI agent** answers customers on the channels you connect it to. It searches the knowledge base, can run tools, and hands the ticket to a human when it cannot help.
* **Human agents** work tickets in the inbox. They belong to **teams**, and routing assigns new tickets to a team or an agent.

### Knowledge base

The knowledge base holds **articles** grouped into collections. The AI agent answers from published articles, and human agents read them in the inbox. Articles can also be shown to customers on a public help page.

## What you can automate

> **[Bring your own channel to the AI agent](/support/ai-service.md)**
>
> Pass customer messages into a web-chat ticket from your own system, then read the AI agent's replies.

> **[Send messages](/support/messages.md)**
>
> Reply on a ticket on its own channel, or add a private note for your team.

> **[Customers and tickets](/support/customers-and-tickets.md)**
>
> Sync customers from your CRM, set custom attributes, and change a ticket's status, assignee, category, or tags.

> **[Knowledge base](/support/knowledge-base.md)**
>
> Create, update, and delete articles, or upload a PDF or document and let Clarity turn it into an article.

> **[Webhooks](/support/webhooks.md)**
>
> Get an HTTP request when a message arrives, a ticket is created or closed, or a knowledge base article is added.

> **[API reference](/api-reference/introduction.md)**
>
> Every Support API endpoint with request and response schemas.

## Calling the Support API

All Support API requests go to `https://back.leap.onclarity.com` and authenticate with your organization API key in the `Authorization` header. See [Authentication](/authentication.md) for how to create a key.

```bash theme={null}
curl https://back.leap.onclarity.com/api/ticket_status/list \
  -H "Authorization: Bearer $CLARITY_API_KEY"
```

> [!NOTE]
>
> The key acts for your whole organization, not for a single agent. Every request reads and writes only your organization's data.


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