Using the AI auto-reply feature

Let AI handle customer conversations automatically with intelligent, context-aware responses.

What is AI auto-reply?

AI auto-reply uses large language models (GPT, Claude, or Gemini) to:

• Understand customer questions in natural language
• Respond with accurate answers based on your business data
• Handle multiple conversations simultaneously 24/7
• Escalate to human agents when needed

Setting up AI auto-reply

Step 1: Choose your AI provider

1. Go to Chatbot → AI Settings
2. Select your preferred AI provider:
   • OpenAI (GPT-4) — Best overall quality
   • Anthropic (Claude) — Great for nuanced conversations
   • Google (Gemini) — Good balance of speed and quality
3. Enter your API key for the selected provider

Step 2: Configure the system prompt

The system prompt tells the AI how to behave:

You are a helpful customer support agent for [Your Company].
You help customers with questions about our products and services.
Be friendly, concise, and professional.
If you don't know the answer, offer to connect them with a human agent.

Step 3: Train with your business data

Go to Chatbot → AI Contexts to add knowledge:

• Website URLs — AI crawls and learns from your website
• PDF documents — Upload product manuals, FAQs, policies
• FAQ pairs — Add specific question-answer pairs
• Custom text — Paste any relevant business information

Step 4: Enable auto-reply

1. Go to Chatbot → AI Settings
2. Toggle "AI Auto-Reply" to ON
3. Set conditions:
   • Reply to all incoming messages, OR
   • Reply only when no agent is available, OR
   • Reply only to specific keywords

How it works in practice

1. Customer sends a message
2. AI analyzes the message and your knowledge base
3. AI generates a relevant response
4. Response is sent automatically
5. If AI can't answer confidently → transfers to human agent

Performance metrics

Track AI performance in the dashboard:

• Resolution rate — % of queries resolved without human help
• Average response time — Typically under 2 seconds
• Handoff rate — % escalated to human agents
• Customer satisfaction — Based on conversation outcomes

Best practices

1. Start with a focused knowledge base — Add your top 50 FAQs first
2. Review AI responses regularly — Check the chat history for accuracy
3. Set clear escalation rules — Don't let AI handle complaints or refunds
4. Update knowledge regularly — Add new products, policy changes, etc.
5. Use a friendly tone — Configure the system prompt to match your brand voice

Troubleshooting

"AI not responding" — Check that your API key is valid and has credits. Go to AI Settings and verify the connection.

"Incorrect answers" — Update your AI Contexts with correct information. The AI can only answer based on what you've trained it with.

"Too many handoffs" — Expand your knowledge base. Add more FAQ pairs for common questions the AI is failing on.