How answers are made
- For every question, the assistant finds the best matching parts of your knowledge base and writes an answer from them.
- With "Show source citations" in the Widget Designer, visitors see which source an answer is based on.
- If you've connected the Shopify app or the WooCommerce tools of the WordPress plugin, the assistant can also use product information.
- Not sure? The assistant offers the contact options from your escalation rules, and the question is added to "Unanswered".
Setting tone and language
Étape 1: Open the Widget Designer
Go to "Widget Designer" → "Text & Tone".
Étape 2: Choose the tone
Choose formal or informal.
Étape 3: Choose the default language
Under "Default language", choose Dutch, English, German, French or Spanish. The assistant adapts to the visitor's language automatically.
Taking over a conversation
Étape 1: Open the conversation
Open it in the "Shared inbox" or in the app.
Étape 2: Take over
Click "Take over chat". The visitor sees that a team member has taken over, and the AI stops in that conversation.
Étape 3: Hand back
Done? "Return to AI" lets the assistant continue. The visitor is told about it.
When the AI doesn't know: escalation rules
Under "Escalation" you decide what happens when the assistant can't answer a question.
- "Email Notification": you receive an email. Use "Send test email" to try it.
- "WhatsApp": the visitor can reach you on WhatsApp.
- "Phone": the visitor can call you. The number opens in the visitor's phone app; Twilper doesn't connect the call itself.
- "Escalate after X messages without resolution": after how many messages these options appear.
Bon à savoir
- The assistant doesn't make things up: what isn't in your knowledge base, it can't answer.
- On the phone, callers always hear that they're talking to an AI assistant.
- If your team sees a notice that customer data processing hasn't been enabled yet, AI replies are still off for your workspace. Your team can still reply themselves.