Chatbots

The Chatbots section lets you create an AI-powered bot to handle chats with your visitors 24/7. The bot’s answers can be based on content from your website, Help Center, or imported files.

Creating a new chatbot

To create a new chatbot:

1. Navigate to Chatbots under the Automations section.

2. Click the + New chatbot button in the top-right corner.

3. Decide how you want to build your chatbot:

1. Start from scratch by selecting the Blank Bot option.

2. Automatically train your chatbot using your Website, Zendesk, or KnowledgeBase.

3. Use one of the available Templates.
   
   

Create your AI chatbot automatically

If you decide to train your chatbot with existing knowledge from your website or from a file, follow these steps:

1. Navigate to Chatbots under the Automations section.

2. Click the + New chatbot button in the top-right corner.

3. Select one of the available AI options: Website, Zendesk, or KnowledgeBase.

4. Provide your website URL and choose whether to train the chatbot on all pages of your site or only specific ones.

5. Once the page is scanned, you can exclude specific categories or pages from the chatbot’s knowledge base.

6. In the next step, you can edit basic chatbot details, such as company URLs or the chatbot’s name.

7. When configuration is complete, you will be redirected to the Visual Builder, where you can test or continue building your chatbot.
   
   

It may take a few minutes to complete the chatbot training. The chatbot can answer some questions instantly, but full knowledge will be available once the spinner in the “Test your bot” bar at the bottom disappears.

Training your chatbot

You can continuously improve your chatbot’s performance by reviewing its responses in the Training section.

Training categories

There are four default categories in the Training section:

1. Untrained questions - a list of questions the bot was unable to answer. These may include questions unrelated to your business or ones requiring manual training.

2. Answered by AI - a list of questions answered by your AI chatbot based on the knowledge available in the AI Knowledge section.

3. Spam - questions and phrases filtered out as not related to your business.

4. General - the default section for phrases you manually train.
   
   

You can train, edit, or remove any phrase or question in the Training section. Additionally, when training a new question, you can:

1. Add alternative questions to the same answer by clicking the + Add more questions button.

2. Rewrite and format answers.

3. Choose to redirect the conversation to a specific block after the answer is provided.

4. Mark an entry as spam or delete it.
   
   

Trained questions are used by the bot when no answer is found in the classic flow and before an answer is generated from your AI Knowledge.