Steps to Activate AI Settings in Your Account

Learn how to configure your AI chatbot and manage knowledge base entries for automated customer support. This guide covers uploading FAQs, setting guardrails, and defining workflows to ensure your AI handles inquiries effectively.

DelightChat Product Team
18 steps
3 minutes

Delightchat

About Page

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Navigate to the AI section on the left-hand side

Knowledge Base Management

Please go to the AI Knowledge section to add all the FAQs for the AI.

Now, select the brand to which you would like to add the FAQ.

Click on Add FAQ at the top-right corner. You have two options: 1. Manually add FAQs one by one using the first option, Add FAQ. 2. Upload FAQs in bulk to add multiple FAQs at once.

For bulk import of FAQs, you can either add your website FAQ link or upload a CSV file

Once uploaded, you can go to the **Review and Approve** section at the top.

You will see all your questions and answers in this section, and you can click on **Add All** to the AI Knowledge Base.

Once you click **Confirm**, all your FAQs will be added to the Knowledge Base

Chatbot Configuration

To enable the chatbot, please navigate to the AI chatbot settings.

Choose the support channel to which you would like to activate the chatbot

The first option is to enable the chatbot for the selected channel

You can enable the guardrails the chatbot can handle. For example, it can answer questions about your business, provide information related to your products, and recommend products, returns, and refunds.\ Kindly enable all the sections your chatbot can handle.

For the Business Details section, please provide a short description of your business. This will allow the AI to answer customer queries accurately. You can also set the name for your AI chatbot and select the fallback language, which the bot will use if it cannot understand the customer's language.

**Automatic Transfer to a Human Agent:** If the AI cannot answer a question or if it is related to an escalation, you can configure how the AI assigns the ticket. You can either select a specific team member or choose a team. If you choose the team, the ticket will then be assigned to agents who are part of that team and are currently online\ And set the reply the AI will use when assigning the ticket

For the final step, configure how the AI will handle situations when there is no reply from the customer.

Set the time delay for how long the AI should wait for the customer's reply before taking the next action.

For Scenario 1, if the AI has requested additional information from the customer but they have not replied, you can choose to either close the ticket or assign it to a specific team member or a team.

Scenario 2: If the AI has answered the customer's query and the set delay time has passed, the AI can either close the ticket or assign it to a specific team member or a team.