{"Status":true,"Message":"","Response":{"post":{"postuid":"cef7b22b-f2e9-4a0b-a288-baf4829a3ec7","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Configuring the Chat AI Agent","slug":"article/configuring-the-chat-ai-agent","html":"\u003Cp\u003EThe AI agent answers visitors first, using only your published HelpGuides articles. You control its name, tone and length, give it guidance, and decide when it hands off to your team. Go to \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EMessenger settings\u003C/b\u003E, then the \u003Cb\u003EAI agent\u003C/b\u003E tab. Click \u003Cb\u003ESave settings\u003C/b\u003E when you\u0027re done.\u003C/p\u003E\u003Ch2 id=\u0022how_the_ai_answers\u0022\u003EHow the AI answers\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EIt works out what the visitor wants: a question, a person, small talk, or they\u0027re done. It also rewrites follow-ups (\u0022what about on mobile?\u0022) into complete questions.\u003C/li\u003E\u003Cli\u003EIf the question matches one of your \u003Ca href=\u0022/article/chat-question-rules\u0022\u003Equestion rules\u003C/a\u003E, the rule decides what happens next.\u003C/li\u003E\u003Cli\u003EIt searches your published articles in the most relevant \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003Eknowledge sources\u003C/a\u003E. If you\u0027ve set up \u003Ca href=\u0022/article/chat-actions\u0022\u003Eactions\u003C/a\u003E, it can also look up live information in your own systems.\u003C/li\u003E\u003Cli\u003EIt writes an answer from those articles, streamed word by word, and lists the articles it used as \u003Cb\u003ESources\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003EIt asks \u0022Did that help?\u0022 with \u003Cb\u003EThat helped\u003C/b\u003E and \u003Cb\u003ETalk to a person\u003C/b\u003E buttons.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003EWhile the AI works, the visitor sees a short status such as \u003Ci\u003E\u0022Thinking\u2026\u0022\u003C/i\u003E that changes every couple of seconds until the answer starts.\u003C/p\u003E\u003Cp\u003EIf your articles don\u0027t contain the answer, the AI says so and offers the team. It never uses outside knowledge and never guesses. If a question could mean several things, it asks one short clarifying question first. It replies in the visitor\u0027s language.\u003C/p\u003E\u003Ch2 id=\u0022settings\u0022\u003ESettings\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003ESetting\u003C/th\u003E\u003Cth\u003EDefault\u003C/th\u003E\u003Cth\u003EWhat it does\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003ELet the AI agent answer first\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EOff sends every conversation straight to your team\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAgent name\u003C/td\u003E\u003Ctd\u003EAI Agent\u003C/td\u003E\u003Ctd\u003EShown to visitors with an \u0022AI\u0022 label\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ETone\u003C/td\u003E\u003Ctd\u003EFriendly\u003C/td\u003E\u003Ctd\u003EFriendly, Professional, Neutral or Playful\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAnswer length\u003C/td\u003E\u003Ctd\u003EStandard\u003C/td\u003E\u003Ctd\u003EConcise (up to about 3 sentences), Standard (about 150 words) or Thorough (about 300 words)\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EWelcome message\u003C/td\u003E\u003Ctd\u003E(blank)\u003C/td\u003E\u003Ctd\u003EThe AI\u0027s first message in every new conversation, inside and outside \u003Ca href=\u0022/article/chat-support-hours\u0022\u003Esupport hours\u003C/a\u003E, for example \u003Ci\u003E\u0022Hi! I can answer any questions you have about our product: features, pricing and plans, and technical questions.\u0022\u003C/i\u003E If blank, a general introduction is shown. An out-of-hours welcome, if you write one, replaces it outside hours.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESuggested questions\u003C/td\u003E\u003Ctd\u003E(blank)\u003C/td\u003E\u003Ctd\u003EUp to 4, one per line. Shown as buttons under the welcome; tapping one asks it.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EGuidance\u003C/td\u003E\u003Ctd\u003E(blank)\u003C/td\u003E\u003Ctd\u003EInstructions for how the AI should behave, up to 4,000 characters\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAsk \u0022Did that help?\u0022 after answers\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EShows the \u003Cb\u003EThat helped\u003C/b\u003E and \u003Cb\u003ETalk to a person\u003C/b\u003E buttons\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EOffer a follow-up form when a visitor shows buying intent\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EUnder its answer to a buying question, the AI asks for a name and email so sales can follow up. See \u003Cb\u003EFollow-up form for buying questions\u003C/b\u003E below.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ECheck in when a visitor goes quiet after an answer\u003C/td\u003E\u003Ctd\u003EOn, after 2 minutes\u003C/td\u003E\u003Ctd\u003ESends one short follow-up about the answer while the visitor still has the page open\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EHand off when a visitor is frustrated\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EBrings in your team when a visitor is upset or the answers aren\u0027t helping\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EHand off the first time the agent can\u0027t answer\u003C/td\u003E\u003Ctd\u003EOff\u003C/td\u003E\u003Ctd\u003EWhen off, the AI hands off after two unanswered questions in a row\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/6e4cce9b99f642a6b50afbd732918e49.png?v=1926975439\u0022 data-width=\u0022986\u0022 data-height=\u00221086\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The AI agent tab, including the switch to offer a follow-up form when a visitor shows buying intent\u0022/\u003E\u003Cfigcaption\u003EMessenger settings, AI agent tab\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch3 id=\u0022suggested_questions\u0022\u003ESuggested questions\u003C/h3\u003E\u003Cp\u003ESuggested questions give visitors a quick start. Pick the questions visitors ask most, for example \u003Ci\u003E\u0022How do I import contacts?\u0022\u003C/i\u003E or \u003Ci\u003E\u0022What\u0027s included in the free trial?\u0022\u003C/i\u003E. A \u003Ca href=\u0022/article/chat-proactive-messages\u0022\u003Eproactive message\u003C/a\u003E can have its own suggested questions.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/2869e5d0399f4bcebee98ab755cddcde.png?v=-1859009707\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022\u0022 alt=\u0022The messenger showing the welcome message with three suggested questions as buttons\u0022/\u003E\u003Cfigcaption\u003ESuggested questions as visitors see them\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch3 id=\u0022checkins\u0022\u003ECheck-ins\u003C/h3\u003E\u003Cp\u003EWhen a visitor goes quiet after an answer, the AI sends one short follow-up about that answer, for example \u003Ci\u003E\u0022I hope the password reset steps helped. Is there anything you\u0027re still trying to resolve?\u0022\u003C/i\u003E, with \u003Cb\u003EThat helped\u003C/b\u003E and \u003Cb\u003ETalk to a person\u003C/b\u003E buttons. Choose how long to wait, from 1 to 10 minutes. A check-in is only sent while the messenger is open on the visitor\u0027s screen, typing resets the timer, and there are at most two per conversation. There\u0027s no check-in once your team is handling the conversation.\u003C/p\u003E\u003Ch3 id=\u0022followup_form_for_buying_questions\u0022\u003EFollow-up form for buying questions\u003C/h3\u003E\u003Cp\u003EWhen a visitor asks something like \u0022can I get a quote for 50 seats?\u0022, \u0022can we book a demo?\u0022, pricing for their volume, or to talk to sales, the AI still answers. Under its answer it adds a short prompt with a form for \u003Cb\u003EYour name\u003C/b\u003E and \u003Cb\u003EYour email address\u003C/b\u003E. You can edit the prompt; the default is \u003Ci\u003E\u0022Would you like someone from our team to follow up? Share your name and email below and we\u0027ll be in touch.\u0022\u003C/i\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EIt\u0027s offered once per conversation, and never when you already have the visitor\u0027s email.\u003C/li\u003E\u003Cli\u003EWhen the visitor sends it, the conversation goes to your team so someone can follow up.\u003C/li\u003E\u003Cli\u003EIn the inbox, the answer shows \u003Cb\u003EOffered the follow-up form\u003C/b\u003E underneath.\u003C/li\u003E\u003C/ul\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/914273f2635c4c538e7c0133a82e1fb6.png?v=-2096975432\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022An AI answer to a pricing question with a name and email form underneath\u0022/\u003E\u003Cfigcaption\u003EThe follow-up form under an answer to a buying question\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch3 id=\u0022files_and_images\u0022\u003EFiles and images\u003C/h3\u003E\u003Cp\u003EWhen a visitor sends a screenshot or document, the AI is told what was attached, for example \u003Ci\u003Eerror.png (image)\u003C/i\u003E, but it can\u0027t open files. If the file matters, it asks the visitor to describe it. See \u003Ca href=\u0022/article/sending-files-and-images-in-chat\u0022\u003ESending Files and Images in Chat\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022writing_good_guidance\u0022\u003EWriting good guidance\u003C/h2\u003E\u003Cp\u003EGuidance shapes how the AI answers, not what it knows. It still answers only from your articles. Good guidance is short and specific:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u0022Always mention the 14-day free trial when asked about pricing.\u0022\u003C/li\u003E\u003Cli\u003E\u0022Refer billing disputes and refund requests to the team.\u0022\u003C/li\u003E\u003Cli\u003E\u0022Call our customers \u0027members\u0027.\u0022\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EGuidance applies to everything the AI writes: answers, small talk, \u0022glad I could help\u0022 replies and check-ins. To give instructions for one topic only, use a \u003Ca href=\u0022/article/chat-question-rules\u0022\u003Equestion rule\u003C/a\u003E with \u003Cb\u003EAnswer, following this guidance\u003C/b\u003E.\u003C/p\u003E\u003Cp\u003EIf the AI keeps getting a topic wrong, the best fix is usually a clearer article, not more guidance.\u003C/p\u003E\u003Ch2 id=\u0022the_ai_agents_picture\u0022\u003EThe AI agent\u0027s picture\u003C/h2\u003E\u003Cp\u003EGive the AI agent your logo or a character on the \u003Cb\u003ETeam members\u003C/b\u003E tab: click \u003Cb\u003EUpload picture\u003C/b\u003E next to the AI agent. The picture shows next to its replies in the messenger, in the conversation header and in the inbox. Without one, the AI shows a sparkle. Pictures save as soon as you upload them.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/cb0797afab0841dd863e9fab7bf97bb2.png?v=-225652996\u0022 data-width=\u0022986\u0022 data-height=\u0022463\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The Team members tab with the AI agent first and an Upload picture button\u0022/\u003E\u003Cfigcaption\u003ETeam members tab: the AI agent picture\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022when_the_ai_hands_off\u0022\u003EWhen the AI hands off\u003C/h2\u003E\u003Cp\u003EThe conversation goes to your team when:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003Ethe visitor asks for a person, or clicks \u003Cb\u003ETalk to a person\u003C/b\u003E;\u003C/li\u003E\u003Cli\u003Ea \u003Ca href=\u0022/article/chat-question-rules\u0022\u003Equestion rule\u003C/a\u003E says to hand off;\u003C/li\u003E\u003Cli\u003Ethe visitor seems frustrated (if that setting is on);\u003C/li\u003E\u003Cli\u003Ethe AI can\u0027t find an answer twice in a row, or once if configured;\u003C/li\u003E\u003Cli\u003Esomething goes wrong, or the AI takes too long.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EThe visitor is told the team has been brought in. Outside \u003Ca href=\u0022/article/chat-support-hours\u0022\u003Esupport hours\u003C/a\u003E, they\u0027re told when the team is back. If you don\u0027t have their email, a small form asks for their name and email so the team can follow up; when your team is online, it\u0027s offered for visitors who\u0027d rather not wait. If your team was online but nobody has replied within 5 minutes, the AI apologizes for the wait and offers the same form. Your team gets a short AI-written summary of the conversation, and is alerted as set up in \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022questions_while_waiting_for_a_person\u0022\u003EQuestions while waiting for a person\u003C/h2\u003E\u003Cp\u003EIf a visitor asks another question while they\u0027re waiting for your team, the AI acknowledges it and asks whether it should try to answer in the meantime (\u003Cb\u003EYes, please answer\u003C/b\u003E or \u003Cb\u003ENo, I\u0027ll wait for the team\u003C/b\u003E). With Yes, the AI keeps answering until a teammate takes over, and the conversation stays in your team\u0027s queue.\u003C/p\u003E\u003Ch2 id=\u0022rules_actions_and_testing\u0022\u003ERules, actions and testing\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Ca href=\u0022/article/chat-question-rules\u0022\u003EChat Question Rules\u003C/a\u003E decide what happens for particular kinds of question, such as handing cancellations to your billing team.\u003C/li\u003E\u003Cli\u003E\u003Ca href=\u0022/article/chat-actions\u0022\u003EChat Actions\u003C/a\u003E let the AI look things up in your own systems, such as prices or a customer\u0027s plan.\u003C/li\u003E\u003Cli\u003E\u003Ca href=\u0022/article/testing-the-chat-ai\u0022\u003ETesting the Chat AI\u003C/a\u003E shows what visitors would get before they get it. Run your tests after changing guidance, rules, actions or articles.\u003C/li\u003E\u003Cli\u003EThe \u003Cb\u003EAI agent\u003C/b\u003E tab of \u003Ca href=\u0022/article/chat-reports\u0022\u003EChat Reports\u003C/a\u003E shows how the AI is doing once it\u0027s live: how often it resolves conversations, why it hands off, which articles it answered from and how those conversations went, and what it costs per resolution.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022watching_and_taking_over\u0022\u003EWatching and taking over\u003C/h2\u003E\u003Cp\u003EYour team can watch every answer as it\u0027s written and take over at any moment. See \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E.\u003C/p\u003E\u003Cp\u003EThe AI draws on the same structured content that makes your documentation work well with \u003Ca href=\u0022/article/model-context-protocol\u0022\u003EModel Context Protocol\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d","author":{"authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d"},"featured_image_updating":false,"meta_description":"Enable your AI agent to answer visitor questions using only your HelpGuides articles, with customizable name, tone, and handoff settings for seamless support.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"sort_order":21,"total_views":3,"date_published":"2026-09-26T16:45:00","date_updated":"2026-10-08T17:39:00.743","date_created":"2026-09-26T16:29:06.72"}}}