New Okta AI Support Agent (Beta) Available on the Okta Support Center
Last Updated:
Overview
Okta is excited to announce the launch of our new AI-powered Support Agent, now available in Beta for users in Canada. This intelligent assistant is designed to help you get faster answers and resolve common questions more efficiently on the Okta Support Center. It provides always-on, instant, self-service support for questions about Okta products by providing answers and sharing additional resources to help resolve issues faster. While this feature is currently available to users in Canada, we plan to roll out the Support Agent to all users eventually. We are giving our users in Canada early access to this innovative tool so they can experience the benefits first, and we look forward to expanding this capability to everyone.
Applies To
- Okta Support Agent
- Okta Support Center
Solution
The Okta Support Agent is available 24/7 on the Okta Support Center, delivering instant answers, detailed instructions, and self-guided solutions related to your Okta product questions. Check out the guided tour below or follow the simple steps to get started.
-
Select the new icon to interact with the Okta Support Agent.
-
When opening the chat, the Okta Support Agent joins the chat and prompts for a question
-
Enter questions about Okta products. The AI Support Agent will provide detailed information based on authoritative content sources. It will also include links to the references used to generate the answer, which can be reviewed for additional details.
The Okta Support Agent provides built-in tools to help you manage your conversation and save important information for your records. By clicking the three-dot menu icon in the top-left corner of the chat window, you can access the following features:
-
Download Chat Transcript: Save a complete history of your current conversation. This is highly recommended if the agent provides complex step-by-step instructions, links, or prerequisite checklists (such as certification requirements) that you want to reference later.
-
Reset Chat: Clear the current conversation and start a completely fresh session. Use this option if you want to switch topics or ask a brand-new question without prior context affecting the agent's responses.
The Authenticated Agent Experience (Logged-In Users)
When you are logged into the Okta SupportCenter, the Agent delivers a personalized, secure experience by pulling real-time information directly from your account.
If you ask the agent about your active support cases, here is what you can expect:
-
Real-Time Case Details: The agent will automatically retrieve key details about your open tickets, including the Case Number, Title, and current Status (e.g., New, Pending Support, Awaiting Customer Response)
-
Seamless Updates: Clicking the hyperlinked case number will take you directly to the full case details page. From there, you can view the complete description or upload troubleshooting attachments
Frequently Asked Questions: Okta Support Agent (Beta)
General & Logged-Out Experience
Q: What can the Okta Support Agent help me with?
A: The agent is designed to help you quickly find documentation, troubleshoot common issues, navigate product features, and understand Okta services. If you are looking for prerequisites for certifications or step-by-step implementation guides, the agent can surface that information instantly.
Q: Do I need to be logged in to use the Okta Support Agent?
A: No. You can interact with the agent as an unauthenticated (logged-out) visitor to ask general product questions, look up public knowledge base articles, or get troubleshooting help.
Q: Can I save the answers or information the agent provides me?
A: Yes! You can download a full text file of your conversation at any time. Simply click the icon in the top-left corner of the chat window and select Download chat transcript.
Q: How do I clear my chat history and start over?
A: To clear your chat history and start a new conversation, click the three-dot menu icon in the top-left corner and select Reset chat.
Authenticated (Logged-In) Experience
Q: What are the benefits of logging in before using the support agent?
A: Logging into the Okta Support Center allows for the agent to securely access your account details, allowing it to provide updates on support cases from the last 6 months alongside general troubleshooting solutions.
Q: Can the agent show me the status of my open cases?
A: Yes. When logged in, you can ask the agent for an update on your active cases. It will pull a real-time summary directly into the chat window, showing you the Case Number, Title, and current Status.
Q: Why can’t I see the full case description or comments inside the chat?
A: To keep the chat interface clean and easy to read, the agent displays a high-level summary rather than full length descriptions. However, the Case Number is a live link—clicking it will take you straight to the full case details page where you can read descriptions, view the full history or upload attachments.
Q: Can the Okta Support Agent take actions on my behalf?
A: No, the Okta Support Agent cannot take direct actions in your account. However, it will provide you with detailed, step-by-step instructions to help you resolve issues and complete tasks yourself. For complex issues that require account modifications or require direct investigation, you may need to open a support case with our Okta Support team.
