Every event generates the same enquiries from customers and participants — questions from people deciding whether to enter, such as pricing, distances and what's included, right through to questions from those already booked, such as start times, parking, bag drop and changing race or category. The AI Support Agent answers these instantly on your event website, day or night, using the information you have already added to eventrac. There is no knowledge base to build and no scripts to write.
Anything the agent cannot answer is passed straight to your team, so no customer is ever left without a reply.
Where to find this feature
From the left menu, click Customer Service > AI Agent
How the agent answers questions
When you enable the agent, it automatically learns from your existing event content — your event descriptions, FAQs and key race details such as price and date. It uses this to answer common questions without any extra work from you.
If there is anything the agent doesn't yet know, you can add extra information for any individual event from the AI Agent Settings page. See our guide: AI Agent Settings
This covers questions from people who haven't booked yet, too. The agent can answer common pre-sale questions such as pricing, availability, distances and what's included, helping turn browsers into bookings without your team needing to reply to every enquiry.
Because the agent is built into eventrac, it also recognises who it is talking to. If a customer is logged into their account and asks about their booking, the agent already knows which event and entry they mean — they don't have to explain themselves first.
That means the agent can also walk participants through changes to their own entry, including:
Deferring their entry
Cancelling their entry
Transferring their place to someone else
Changing to a different race or category
These are the requests that usually land in your inbox and take up staff time, so handling them automatically makes a real difference during a busy entry period.
What happens to questions the agent can't answer
If the agent isn't able to help, the customer can send a message directly to your team instead. These arrive in your Inbox alongside their question history, and a copy is emailed to them so they have a record of the conversation.
Every question asked through the agent is logged in your Inbox too, where you can run AI Insights to spot trends in what customers are asking — useful for improving your event pages and FAQs. See our guide: Customer Service Inbox: See Every Enquiry in One Place
What your customers see
On your event website, customers see a small messenger icon in the bottom-right corner, shown in your own branding. When they click it, they're greeted with your welcome message and can type their question straight away, just like messaging a real person.
The agent replies instantly, and if a follow-up is needed it can keep the conversation going, for example asking which entry they mean before helping with a change. If it can't help, it lets the customer know their message is being passed to your team, so they're never left wondering whether anyone has seen it.
Enabling your AI agent
Navigate to the Customer Service section in the left-hand menu and click AI Agent.
Choose your level of engagement:
Messenger Widget – Display a floating messenger widget in the bottom-right corner of your site.
AI-Powered FAQs – Allow the AI agent to automatically answer participant questions.
Personalising your agent
Customise your Welcome Message
This is the message participants see when the messenger first opens. Make it friendly and informative to guide users.
Set your Messenger Icon
This image represents your AI agent to participants.
Recommended size: 200px × 200px (square)
Supported formats: PNG, JPG, or SVG
To upload, add an image with type “messenger_icon” in Tenant Assets
By enabling your AI agent, you provide participants with a fast, reliable, and branded support experience, helping them get the answers they need while freeing your team from repetitive questions.