ChatAI

ChatAI is a best-in-class AI service that integrates easily with your own content, allowing the AI to answer questions based on your content when attached to a Chat Widget.

ChatAI is available on the Sales Engage, Enterprise, and Connect plans. 

• Add your own documents from your website or through Zendesk
• Custom instructions
• Temperature Control to adjust the bot's creativity.
• Trackable within activity logs, allowing you to easily and quickly adjust how the bot handles your customers/leads
• Take actions to transfer to a live agent.

New

The instructions below will now appear in a step-by-step guide (wizard). Within the wizard, you can freeze/unfreeze the top portion that contains explanations of the current step below by clicking the freeze panel icon in the upper right corner. 

For our more experienced customers we have added an Exit Wizard button that when clicked will end the wizard session and resume set up in the long form setup. 

If you wish to never use the wizards we have also added an option to turn them off within the Account Settings page under Behaviors. 

Setup ChatAI:

1. Navigate to Flows > ChatAI.
2. Name your AI.
3. Select your document source from the drop-down.
4. Provide instructions to the AI that teach it how to interact with your customers.
5. Add tools that will allow ChatAI to modify the activity record state, pull in additional insight, or perform other actions. This is where you would add a Knowledge Bank. This is where you would add a Knowledge Bank. To do so:
   1. Click Add Action
   2. Choose Search Documents
   3. Click on the Choose Knowledge Bank drop-down to select a Knowledge Bank you've created

   4. Click Save Change

      

      

6. Configure the AI mode land temperature settings. Modifying the creativity setting controls how imaginative the AI can be when generating responses. A higher setting allows the AI to infer or invent details beyond what's explicitly provided in your prompt. This can be useful when your documentation lacks specific information and you want the AI to fill in gaps. However, for more predictable and grounded outputs, we recommend starting with the lowest creativity level and increasing it only as needed.

    
7. Add Message Processing Rules that allow the bot to capture and evaluate user data.

Examples:

• Set up a schedule when the chatbot will answer instead of agents.
• If a specific question(s) is asked, direct the bot to documentation specific to those questions.
• If the user asks to be connected to a human, chat can be transferred to a queue.

5. Add a System Prompt to instruct the bot on how to interact with your customers, using descriptive text to teach the bot how it should treat the customer/lead and respond. Click Next.
6. Set up a Chat Widget to be connected to the bot. For a refresher on the chat widget setup, see our documentation here.
7. Test the ChatAI Agent.