AI Chatbot

The AI Chatbot handles common customer questions automatically by searching your knowledge base and generating helpful responses.

Customer opens the chat widget and asks a question

The AI searches your knowledge base for relevant articles

If a match is found, the AI generates a helpful response with article links

If the customer is satisfied, no ticket is created

If the customer needs more help, they are seamlessly connected to a human agent

Go to Settings > AI > Chatbot

Toggle "Enable AI Chatbot" to on

Configure the greeting message

Set the fallback message (when AI can't help)

Choose when the chatbot activates (always, outside business hours, or when queue is busy)

The chatbot automatically learns from your knowledge base articles. To improve its accuracy:

Keep articles up to date

Use clear, descriptive titles

Add relevant search tags

Review chatbot conversation logs to identify content gaps

Track chatbot performance under Analytics > AI Chatbot:

Deflection rate: % of conversations resolved without human intervention

Escalation rate: % of conversations escalated to agents

Satisfaction: Customer rating of chatbot interactions

Top questions: Most common customer queries

How to Set Up the AI Chatbot for Self-Service