The AI chatbot can ease your team's workload, boost efficiency, and offer instant support by answering FAQs, qualifying leads, and working across all your channels. When a conversation needs a personal touch, it hands off seamlessly to the right human teammate.

Good to know

• Your AI chatbot's messages appear in Conversations, just like any other agent.
• You can monitor your AI chatbot's performance from the Statistics page. To learn more, check our dedicated article Understand the Statistics page.

Configure your AI chatbot

To activate and configure your AI chatbot, click the account dropdown and select Settings > Inbox > AI chatbot.

Define your AI chatbot's identity

From the Identity tab, you can personalize your chatbot with an avatar and a name. This information is visible to visitors interacting with your chatbot through the AI chatbot widget, the contact form, and chatbot scenarios.

From the Identity tab of the AI chatbot settings page, you can configure the following information:

Chatbot name: Enter the name of your chatbot. Chatbot title: Enter the title of your chatbot. For example, Support Assistant. Chatbot image: Select an avatar to represent your chatbot in the chat window.

Select the channels

From the Channels tab, you can choose where you chatbot is active:

• Chat widget
• Email
• Facebook
• Instagram
• WhatsApp

Configure the chatbot's behavior

From the Behavior tab, you can define the chatbot's role, how it should speak, and share your company's context to guide its responses.

1. Define the role and scope of your chatbot:
   • What can the chatbot help with? Define the chatbot's main responsibility and list the topics or tasks it can handle.

   • What should the chatbot avoid? List topics or actions the chatbot should avoid. 

     💡 Good to know

     The more specific your role and scope, the better the chatbot performs. Vague instructions can lead to off-topic or inconsistent responses. Use plain language and short sentences; the AI reads these fields as direct instructions.
2. Define the tone and style:
   • Chatbot personality: Select the traits you chatbot should have: neutral, friendly, reassuring, or professional.
   • Response length: Select how detailed the chatbot answers should be: concise, balanced, or detailed.
3. Give company context:
   • Company name: Enter the client-facing name of your organization.
   • Company description: Give a description to your organization to help the AI understand your business.
   • Industry: Enter the industry or sector your organization operates in.
   • Core values: Enter your organization core values. Separate them by commas or spaces.
4. Configure the reply experience:
   • Activate reply suggestions to show automatically generated reply buttons below bot messages so visitors can respond with a single tap instead of typing.
   • Share visitor's location to share the visitor's country and city with the AI bot so it can tailor responses based on their location.

Add sources

From the Sources tab, choose the content your chatbot will rely on to answer visitors' questions. The richer and more up-to-date your sources, the more accurate and helpful the responses will be.

You can:

1. Add sources:
   • URL source: Enter the URL of the webpage you want to add.
   • File source: Select the file you want to add, with a maximum size of 5Mb.
   • Text source: Enter a name and paste the text content directly.
2. Click the three-dot icon next to a source to:
   • View the source.

   • Update the source. 

     💡 Good to know

     Each source displays the date it was added, so you can easily identify outdated content.
   • Delete the source.
     

Configure the handoff

From the Handoff tab, you can configure how the bot handles handing off the conversation:

• Allow the bot to transfer conversations to human agents
  When activated, the bot can hand off the conversation when it cannot reliably answer a question, or when the visitor explicitly requests a human. During handoff, the bot confirms the appropriate team with the visitor, checks agent availability, and, if no agent is available, collects the visitor's contact details so a human can follow up later.
  When deactivated, the bot handles all conversations without ever involving a human agent (AI-only mode).
• Allow the bot to reply to conversations not assigned to any group
  When activated, the bot will respond to incoming conversations that have not been routed to a specific agent group. This is useful if you want the AI chatbot to act as a universal first responder for all unassigned conversations.
• Get conversation summary as a comment
  When activated, if the bot hands off or leaves a conversation, it automatically adds a private note visible only to your agents with a summary of the conversation so far. The conversation is marked as Unassigned so a team member can pick it up with full context.

Preview and activate your AI chatbot

At any point during the configuration and after, you can click Preview AI chatbot to see and test your AI chatbot. 

When you're done configuring your AI chabot, click Activate AI chatbot at the top of the settings page.

Manually hand off the conversation to an agent

In addition to automatic handoffs configured in the Handoff tab, you can manually transfer a conversation to a human agent at any time from Conversations.

To assign a visitor to a specific agent:

1. From the conversation, click the AI chatbot avatar next to the visitor's name.
2. Select the agent you want to assign this visitor to.
   

The selected agent will receive a notification, and the conversation will appear in their My messages section. You can add multiple agents to the conversation at any time if you need additional help.

⏭️ What's next?

• Understand the Statistics page
• Create and manage groups in Conversations
• Assign visitors to a specific agent or group

🤔 Domande?

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