Ask it to search the web
Support Advisor searches the web by itself when your history has no answer and the question can be answered from public knowledge. Each answer ends with a line saying whether it searched, and why not when it didn’t. See web research.
Search the web for this answer
Section titled “Search the web for this answer”When an answer says it did not search, it offers Search the web. Clicking it asks Support Advisor to search the web for an answer to the ticket and cite the pages it uses. The answer arrives in the same conversation.
Search particular sites
Section titled “Search particular sites”Name the sites in your message, for example “make sure to search Microsoft’s Community Board”. Support Advisor then searches only those sites, once, and never widens the search. If it cannot work out which site you mean, the answer says so.
Reading the result
Section titled “Reading the result”Pages Support Advisor used are listed under Web Sources, with each page’s title and why it is relevant. The line at the end says how many pages were used, for example “Searched the web at the technician’s request; 3 pages used.”, or “nothing usable was found”. When both your history and the web contribute, the assessment says which part came from where.
Web research runs on your company’s OpenAI key, like the rest of Support Advisor.