The AI assistant answers visitors' questions from your own content, in the visitor's language. When the answer isn't in your content, it hands the chat to your team instead of guessing. It can also draft replies for your agents in the inbox.
Who can use it
- The AI assistant comes with the Autopilot plan: 20,000 AI replies a month.
- The free trial includes 10 AI replies, so you can try it.
Every AI answer counts as one reply: answers to visitors, suggested replies for agents, and tests on the AI page.
1. Teach it about your business
Open AI assistant in the dashboard.
Knowledge base
Type what the AI may tell visitors: what you sell, prices, delivery times, opening hours, returns, frequently asked questions. You have up to 15,000 characters. Be specific: the AI only answers from what's here and in your files.
Click Start from an outline for a ready-made structure to fill in.
Files and web pages
Add existing content instead of retyping it:
- Upload a file: PDF, Word (.docx), text, Markdown or CSV, up to 10 MB. Scanned PDFs (pictures of text) can't be read.
- Import a web page: paste a link to your FAQ, a product page or your shipping policy. Tick Also import the pages it links to to bring in up to 10 related pages from the same site at once.
- Refresh a web page any time it changes.
Each answer uses the parts of your files and pages that match the visitor's question, together with your typed knowledge.
Only add public information. Visitors can be shown anything in your knowledge base, so leave out passwords, private prices and internal notes.
Voice and rules
- Tone: friendly, professional or concise.
- House rules: for example "Never promise delivery dates" or "For urgent issues, suggest calling (555) 010-2030".
- Use AI in chats: a switch to turn the AI off everywhere at once.
Try it
Ask questions in Try it on the same page, the way a visitor would. Each answer shows whether the AI answered, thinks the visitor is done, or would hand off to your team.
2. Add an AI answer step to your chatbot
In Chatbot, add an AI answer step where you want the AI to take questions, for example after a "Got a question?" button.
| Setting | What it does |
|---|---|
| Message | What the bot says first, e.g. "Ask me anything about our bikes." |
| Instructions | Extra guidance for this part of the chat, on top of your knowledge base |
| Questions to answer | How many questions the AI answers before moving on (1–20) |
| When the AI isn't sure | Hand off to the team, or Go to the next step |
| Next step after the AI | Where to go when the visitor is done |
3. Suggested replies in the inbox
When you're chatting with a visitor, click Suggest reply. The AI drafts an answer from your knowledge base and the conversation so far. You review it and send it, or edit it first.
How it stays safe and accurate
- It only answers from your content. If the answer isn't there, it says a teammate will help, and hands off when the step is set to do that.
- It stays on topic. It only helps with questions about your business, and politely declines anything else (essays, code, homework and so on).
- It can't be talked out of its rules. Instructions hidden in a visitor's message are ignored, and replies that would reveal its setup are blocked.
- It's protected from abuse. Limits per visitor and per hour stop anyone from using up your monthly replies.
- Your data isn't used for training. Messages and knowledge are sent to the AI model only to write that reply.
Tips for great answers
- Write your knowledge like an FAQ: one question, one clear answer.
- Include the numbers people ask about: prices, delivery times, opening hours.
- Add a few house rules for sensitive topics, such as refunds, legal or medical questions.
- Test the questions customers really ask, then fill the gaps you find.