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AI Chatbot

AI chatbot enables 24/7 service for customers by handling FAQs, troubleshooting, and providing instant answers to common questions. Depending on the settings and available data sources, the chatbot allows different types of users to interact with:

  • Agents: Quick access to internal documents and knowledge base content, troubleshooting guides, and more.
  • Customers: Provides self-service support before escalating to live agents directly on the support portal or within the web widget.

The following sections explain the settings and using data sources.

To manage the AI Chatbot, go to Settings > AI Chatbot.

Settings

  • Enable: Toggle the chatbot on or off depending on whether you want it active. When disabled, users will not see the chatbot.
  • Title: Set the chatbot's display name. This title will appear in the chat window header.
  • Welcome text: Customize the initial greeting message shown to users. Example: “Hello! How can I help you today?”

AI chatbot settings

Click the Save button to apply changes.

Info

To enable the Chatbot to customers in the web widget, go to Settings > Web widget.

Data sources

AI chatbot data sources

The chatbot provides answers based on connected data sources. The data sources table shows the available data sources:

  • Action: Drop-down menu to manage added sources.
  • Type: Displays type - PDF or HTML.
  • Access: Data source can be available to all users, or only for internal (agents).
  • Active: Shows whether the source is activated and applied or not.
  • Applied: Shows the date and time of the activation.
  • Source: Source name - PDF file or web page URL.
  • Size: Applied source size in KB.

To enable a data source:

  1. Add data source, and then
  2. Apply the source.

Add

To add a data source:

  1. Click the + Add button
  2. Choose the source type: Pdf File or Web page

For Pdf file:

  • Drag the file from your local disk and drop it to the files area, or click the Choose File button to browse local folders.
  • Click Upload button

add file

For web page:

  • Paste the web page address into the URL field.
  • Click Upload button

add web page

Afterward, the data source is added and displayed in the table.

Apply

To apply the uploaded data source:

  1. Click the icon
  2. From the drop-down menu:
    • First choose Apply for, and then:
    • Choose Internal to apply for support agents or Customers to apply for both customers and agents.

apply data source

Afterward, the data source is applied and ready to use in the Chatbot.

applied data sources list