Which agent do you need?
Sales Agent sells on your public site. Support Agent helps inside your product.
Bidirection gives you two kinds of AI agent. Picking the right one is the first decision, and the difference is simple.
A Sales Agent works on your public website. It talks to visitors who are not signed in — answers product questions, runs campaigns, captures leads, and hands qualified buyers to your team. If your goal is "sell to people browsing my site," you want a Sales Agent. In the composer it is described as Seller — sells on your site.
A Support Agent works inside your product. It helps your signed-in users when they are stuck — it can see the screen they are on (structure only, never a video recording), answer questions about your product, and walk them through setup steps by voice. If your goal is "help my users succeed inside my app," you want a Support Agent. In the composer it is described as Helper — resolves on your screen.
You can have both, and they share the same library: the same knowledge bases, voices, and connected tools can be attached to either agent.
What actually differs#
| Sales Agent | Support Agent | |
|---|---|---|
| Where it runs | your public marketing site | inside your signed-in product |
| Can wear a face | yes | no — it works beside the screen, not on camera |
| Reads the user's screen | no | yes, app-scoped structure |
| Its engine page | Sales engine (plan, triggers, campaigns, audiences, offers) | Support engine (App Atlas, screen-share) |
| Hand-off noun | Leads | Escalations |
| Its funnel counts | visitors → conversations → leads | sessions → resolved → escalated |
Everything else — knowledge, guardrails, voices, connections, domains, the install, the way you publish — is identical.
A common confusion#
The Support Agent is not a chatbot widget for your marketing site — that is the Sales Agent's job. The Support Agent expects to live where your users are signed in.
If you are unsure, start with the one closest to today's pain: losing signups during setup means Support Agent; unanswered visitor questions means Sales Agent.