What this does
AI auto-replies use your knowledge base to automatically answer visitor questions. When the AI can't answer, the conversation is handed to a human agent.
When to use it
Enable AI replies to handle common questions outside business hours or to reduce your team's workload.
Step by step
- Go to Chat > Settings > AI
- Enable AI Auto-Reply
- Configure behaviour:
- Confidence Threshold — how sure the AI must be before replying (recommended: 70%)
- Handoff Message — what to say when transferring to a human
- Active Hours — always on, or only outside business hours
- Build your knowledge base with answers to common questions
- Click Save
- Test by asking questions through the widget
Tips
- The AI improves as you add more knowledge base articles
- Review AI conversations regularly to spot gaps in your knowledge base
- Start with a high confidence threshold and lower it as your content improves
- Visitors can always request a human agent