⚡ In short
- The AI Agent answers only from the knowledge you give it.
- Add knowledge two ways: Copy from a web page or Type a question & answer.
- Test it in AI Agent → Try it out before switching it on.
- Under Pass to a person, decide when it hands chats to your team.
Step 1: Add knowledge
Open AI Agent → Knowledge.
- Copy from a web page: paste the address of a page such as your FAQ, prices or shipping page, then press Copy page. Its text is copied for the AI Agent. Do it again when you change that page.
- Type a question & answer: add the questions customers ask most, with short, factual answers.
Start with the ten questions your team answers most often. Facts (prices, timings, policies) belong in knowledge, not in the instructions box.
What to add first
| Topic | Example |
|---|---|
| Prices | Plans start at ₹499 a month. See the pricing page for details. |
| Delivery | Orders arrive in 3 to 5 working days across India. |
| Returns | 7-day returns, free pickup. |
| Timings | Open Monday to Saturday, 10 am to 7 pm. |
| Contact | Call +91 98765 43210 or email hello@yourstore.in. |
Step 2: Set its name and tone
Under Name & tone, give it a name (for example “Asha from YourStore”) and pick the tone of its answers. Use Rules to follow for how it should behave, like “Always share the product link” or “Never promise delivery dates”.
Step 3: Try it out
Open Try it out and chat with it like a visitor would. Nothing there is saved or shown in your inbox. If an answer is wrong or missing, add or fix that piece of knowledge and ask again.
Step 4: Decide when it passes chats on
Under Pass to a person, switch on Show a “Talk to a person” button so visitors can reach your team at any point. When the AI Agent can’t help, the chat goes to your inbox as unassigned, with a note saying why.
Step 5: Switch it on
Under On / off, turn it on for a website. It now answers new chats first. Check AI chats every few days to see what visitors asked and which answers need improving.
Free FAQ mode and Advanced AI
In free FAQ mode the AI Agent replies with the best-matching text from your knowledge, as written. Advanced AI mode writes natural replies from the same knowledge. Either way, it never answers from outside your content.
FAQ
Will the AI Agent make things up?
It only answers from your knowledge. If nothing matches, it says so and passes the chat to your team.
How much knowledge do I need?
Start with 10 to 20 entries covering your most common questions, then add more as you see real chats.
Can it answer in Hindi or other languages?
Visitors can write in their own language. Add key answers in the languages your customers use for the best results.