Setting up the AI Chat Bot
Put an AI chat widget on your website that answers from your FAQs and hands visitors to your team when it can't help.
On this page
The AI Chat Bot is a chat widget for your website. It answers visitors from the FAQs you give it, and passes the conversation to your team when it can't help. It lives under Automation:
| Page | What it is for |
|---|---|
| AI Chat Bot (the Chat Inbox) | Every conversation your bots are holding, and the ones handed over to you |
| Bot Management | Your bots — what each one knows, where it runs and how it looks |
One bot is one chat widget, with its own greeting, its own FAQs and its own embed snippet. You can run several, for example one per website.
Before you start
The bot's answers are written by OpenAI, using your own OpenAI API key. Without a key, the bot loads on your site but fails on every question. Usage is billed by OpenAI to your account.
How to create a bot
- Go to Automation → Bot Management and select New Bot.
- Enter an Internal name (for your team) and the Name shown to visitors.
- Optionally write a Greeting message.
- Paste your OpenAI API key and choose a Model. You can also add the key on the next screen.
- Set the Widget title, Brand colour and Text on the brand colour.
- Add the website domains the bot may run on.
- Select Create bot.
Finishing the setup
Open the bot to edit it. Its settings are in six sections:
| Section | What you set |
|---|---|
| Identity | Name and greeting |
| AI model | Key, model and instructions |
| Knowledge | The FAQ answers the bot uses |
| Domains | Which websites may load it — none means any domain |
| Appearance | Colours and title |
| Install | The embed snippet |
The bot shows a checklist of what it still needs: an OpenAI key, the bot switched on, and at least one live FAQ.
Models
| Model | Good for |
|---|---|
| GPT-4o | Best answers; handles nuance and long FAQs well |
| GPT-4o mini | Fast and cheap; fine for straightforward support |
| GPT-4 Turbo | Previous flagship; slower than 4o at similar quality |
| GPT-3.5 Turbo | Cheapest; noticeably weaker on anything unusual |
Instructions
Under AI model, the instructions tell the bot how to behave. Start from a ready-made one — Support agent, Sales assistant or Strict FAQ only — and adjust it. Your live FAQs are added automatically, so you don't need to repeat them in the instructions.
Knowledge (FAQs)
In Knowledge, select Add FAQ and write a question and its answer. Every live FAQ is given to the bot in each conversation. Switch an FAQ off to stop the bot using it without deleting it.
Domains
Add the domains your website uses. Your embed snippet is public, so limiting the bot to your own domains stops other sites loading it. You can paste a full URL — the scheme, www. and path are removed for you.
Putting the bot on your website
Open the bot's Install section, copy the embed snippet and paste it into your website. The chat widget appears on every page that carries the snippet.
When a person takes over
A conversation moves from the bot to your team when:
- the bot can't answer the question from its knowledge,
- the visitor asks to speak to a person, or
- someone on your team assigns the conversation to themselves.
If the bot is switched off, new chats go straight to your team.
Under Hand-over to a human, switch on Announce the hand-over in the chat if visitors should see a message telling them they've been connected to a support agent.
The Chat Inbox
Automation → AI Chat Bot groups conversations into Live chats (waiting for your team), Bot handling, Closed and All. Sort by Longest waiting to see who has waited longest.
Open a conversation to reply. From its menu you can Assign to me, Unassign, copy the visitor's email or phone, and Close conversation when you're done.
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