Set up the AI bot
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Updated: Jul 1, 2026
Persona, knowledge, welcome message and human handoff.
Quick answer
Under Bot, give the assistant a persona, load the knowledge it may answer from, write a welcome message, and set handoff rules for when a human should take over. Test in the simulator before enabling it for customers.
Where to find it: Bot in the sidebarOpen page
The bot answers customers automatically using knowledge you give it, and hands the conversation to your team the moment it should.
The five pieces
- Persona: the bot’s name, tone and language. Keep instructions short and concrete: "Friendly, concise, never promise delivery dates."
- Knowledge: the content it answers from: your FAQ, policies, product info. The bot answers only from what you provide and says so when it does not know.
- Welcome message: the automatic greeting on a new conversation, usually with a hint of what the bot can do.
- Handoff rules: when to bring in a human: the customer asks for one, the bot cannot answer, or a topic you flag (refunds, complaints) comes up. Handed-off chats land in Inquiring for an agent to claim.
- Working hours: let the bot cover nights and weekends, or run 24/7 with handoffs queued for the morning.
A rollout that works
- 1Load your top 20 real questions into the knowledge base first.
- 2Test in the simulator until the answers read right. See Test the bot with the simulator.
- 3Enable the bot, watch handed-off conversations for a week, and fill the knowledge gaps you see.
Note Bot replies consume AI credits. See AI credits.
Common questions
Will the bot make things up?
It answers only from the knowledge you load and says when it does not know. That is also your cue to add the missing answer.
Can the bot and my agents work the same conversation?
Yes. The bot replies until a handoff triggers or an agent claims the chat; after that the bot stays out of that conversation.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.