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AI Assistant

AI Answer Bot

Automatically resolve common questions from your Knowledge Base before they reach an agent.

AI Answer Bot

The Answer Bot searches your Knowledge Base for relevant articles and sends an automated reply — potentially resolving conversations without any agent involvement.

How it works

  1. A new conversation arrives via the chat widget.
  2. The Answer Bot searches KB articles for content matching the visitor's question.
  3. If a confident match is found, it sends an automated reply with the article content and a "Was this helpful?" prompt.
  4. If the visitor says it wasn't helpful (or no match is found), the conversation is routed to an agent.

Enabling the Answer Bot

  1. Go to Settings → Workspace → AI Features.
  2. Toggle AI Answer Bot on.
  3. Ensure your Knowledge Base has published articles — the bot can only answer questions covered by existing content.

Tips for best results

  • Write article titles as questions (e.g. "How do I reset my password?").
  • Keep articles focused on a single topic.
  • Review Inbox → Resolved conversations tagged with "answered by bot" to see what the bot is resolving.