AI chatbots

An AI chatbot answers customers in natural language, following your instructions and drawing on your documents. AI chatbots and AI knowledge are on the Growth plan and above.

Set one up

1. Go to Chatbots, create a chatbot and choose the AI type.
2. Write its instructions: who it is, what it helps with, the tone to use, and when to hand over to a person.
3. Choose when it starts, as for any chatbot.
4. Connect knowledge bases so it can answer from your documents.
5. Try it in Test chat, then switch it on.

Instructions

Good instructions are specific:

You're the assistant for Harbour Street Clinic. Help patients book, move or cancel
appointments and answer questions about opening hours, prices and parking.
Be brief and friendly. If someone is unwell, upset, or asks for a person, hand over.
Never give medical advice.

Settings

• Temperature: lower is more focused, higher is more creative.
• Max tokens: the longest reply it may write.
• AI disclosure message: sent on first contact to say the customer is talking to an AI. WhatsApp expects this.

What it can do

While answering, the AI chatbot can:

Tool
Search knowledge base	Look up your documents to answer.
Look up CRM contact	Read the contact’s details to personalise answers.
Collect and save data	Save details the customer gives onto the contact.
Send interactive message	Offer buttons or a list.
HTTP request	Call your system, for example to check an order.
Transfer to agent	Hand over to your team in the inbox.

AI knowledge

Under Chatbots → AI knowledge, create knowledge bases and add documents: text, Markdown, CSV, PDF or JSON files up to 10 MB each. Renotify indexes them so the chatbot can find the relevant parts when it answers.

Connect one or more knowledge bases to each AI chatbot. Keep documents current; the chatbot answers from what’s there.