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. This is available on the Connect plan. 

  • 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.

Setup ChatAI:

  1. Navigate to Flows > ChatAI.
  2. Give the bot a Name and Description, Click Next.
  3. Set the bots Creativity level. Adjusting this threshold allows for the AI to be more or less creative. Usually, around 20% is ideal for good results. Click Next.
  4. Choose where the bot should source information, by clicking the Add Document Source button. Multiple sources can be selected. Click Next.
  5. Add a Function to collect and modify contact information or tag activities, then click Next.
  6. Add Message Processing Rules which allow the bot to capture and evaluate data from the user. Click Next.


    • 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.
  1. 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.
  2. Set up a Chat Widget to be connected to the bot, for a refresher on chat widget set up see our documentation here.
  3. Test the ChatAI Agent.
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