About Document360
Document360 is a self-service knowledge base platform that lets ecommerce brands create, manage, and publish structured documentation for customer FAQs, product guides, and operational policies. When connected to OpenAgent, Document360 becomes the factual foundation for the AI agent's responses — the agent searches your published articles for each customer query and grounds its answers in your actual content. For brands that have invested in building detailed documentation in Document360, this integration ensures that investment translates directly into more accurate and consistent AI support responses.
How it works together
Connect Document360 and OpenAgent gets the context and reach it needs to resolve more tickets automatically.
- Connect via Document360 API tokenGenerate an API token in your Document360 portal and enter it in OpenAgent along with your project URL. OpenAgent indexes your published knowledge base articles and keeps them in sync.
- Search articles for each customer queryWhen a customer asks a question, OpenAgent queries Document360's search API to retrieve the most relevant articles — matching semantically so relevant content is surfaced even when phrasing differs from the article title.
- Compose responses grounded in your documentationOpenAgent uses the retrieved Document360 articles as source material when composing its reply, ensuring the answer reflects your documented return policy, shipping information, or product details accurately.
- Surface article links for deeper readingWhen a customer would benefit from the full article, OpenAgent includes a link to the relevant Document360 page — reducing follow-up questions and giving customers access to the complete documentation.
Benefits
Put your documentation investment to work in support
Brands that have built detailed Document360 knowledge bases get more value from that content when OpenAgent uses it to answer support questions — the documentation serves customers without any agent involvement.
Policy-accurate answers every time
Because OpenAgent references your actual Document360 content, its answers reflect your current policies — not outdated training data — keeping responses accurate as your policies evolve.
Reduce ticket volume for common how-to questions
Setup guides, usage instructions, and policy FAQs are common support drivers. With Document360 connected, OpenAgent handles these by citing the relevant article rather than escalating to a human.
Frequently Asked Questions
Related integrations
Connect Document360 to OpenAgent
Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.