Here you will find short answers. For details, see the linked articles.
The AI employee gave an inaccurate answer or did not find one. What should I do?
Most often, the business information does not contain what is needed, or the employee has no access to the document that contains it.
- Check that the information is in the “Knowledge base” section or in the uploaded documents.
- Open the employee, go to the “Access” tab and make sure the needed information and documents are selected.
- Ask the same question in the test chat. If the answer is still inaccurate, click “Correct answer”.
For details, see the articles How to fix a wrong answer and Access settings.
Can customers see the test chat?
No. The test chat is visible only to your team; customers do not see it. You can reset it with the “Reset dialogue” button in “Settings”. For details, see the article Checking answers.
How do I urgently stop the AI employee's replies?
Open the employee and click “Pause” at the top of the page. To have your team receive new customer questions, use “Pass all conversations to the team”. These actions are available to the business Owner. For details, see the article Who replies to customers.
When do settings changes take effect?
Changes to an AI employee take effect after you click “Apply”. Check the result in the test chat. If the message “The channel is using previous settings” appears on the “Channels” tab, click “Refresh channel” so that customers get replies based on the current settings. The business Owner can update the channel.
Can I restore previous settings?
Yes. Open the employee, click “More” → “Change history”, choose the settings you need and click “Restore”. For details, see the article Change history.
A document was not processed. Why?
Check that the file is in one of the supported formats, is no larger than 10 MB, is not password-protected and does not contain macros. If the format is not supported, save the file as PDF or DOCX and upload it again. For details, see the article Uploading documents.
What language does the AI employee reply in?
The language is set on the “Communication” tab in the reply language field. The “In the customer’s language” option suits you if customers write in different languages. For details, see the article Communication settings.
Where can I see all conversations with customers?
In the “Inbox” section. This is also where your team accepts conversations that the AI employee has handed over to people. For details, see the article Messages.
Who on the team can change settings?
It depends on the member's role. Roles and their permissions are described in the article Team and roles.
Didn't find an answer?
Open “Setup assistant” in your business and describe your task — the assistant will give advice and suggest changes that you confirm yourself. For details, see the article Setup assistant.