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AI and knowledge base

When the AI assistant steps in, what it knows and how it hands over.

When does the AI assistant reply?

One rule: when no human is available. While an agent is online, the assistant stays quiet.

The AI assistant only steps in when you and your team can't be reached: when every agent is offline, or outside your business hours. While an agent is online, visitors talk to you, not a robot.

The same rule applies on every channel — the website widget, WhatsApp, Messenger, Instagram and email all behave the same way. There's no “the assistant only works on the website” distinction.

If a visitor writes something like “agent”, “human” or “I want to talk to a person”, the assistant goes quiet immediately, the conversation is marked “Wants an agent” and your team is notified.

Knowledge base: what the AI assistant knows

Give it your FAQ page's address so its answers come from your own information.

Under Settings → Knowledge base you add documents in two ways: give it a page's address (it reads the content and turns it into text) or paste the text directly. You can keep up to 20 documents per site.

  1. Add the pages for your most-asked topics, such as returns, shipping, warranty and pricing.
  2. When a page's content changes, re-scan it with the refresh button next to the document.
  3. When answering a question, the assistant reads only the relevant documents and is instructed not to make up anything it doesn't know.

Using your own AI key

Add a key, order your backups and pick a quality level.

Under Settings → AI connection you can add your own Claude (sk-ant-…) or OpenAI (sk-…) key. We tell which provider it belongs to from the key itself, so you don't have to bother choosing a model.

  • You can add several keys and make one active; if the active key fails because its quota is used up, the backups are tried in order.
  • Quality has three levels: Economy, Balanced and Best. As the level goes up, answer quality and cost rise together.
  • Keys are stored encrypted and never shown in the dashboard again — you only see the last four characters.
  • You don't have to add your own key; without one, it runs on the platform key.

Setting the AI assistant's tone

Friendly, formal or playful — to match your brand's voice.

Under Settings → AI assistant you choose one of three tones. Formal uses no emoji and keeps the language professional; Friendly writes warmer and shorter. You can also write your own instructions (such as “if someone asks about pricing, point them to this page”).

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