# Monitoring Customer Conversations Source: https://help.aichat.com/Conversation This guide will help you smoothly navigate and handle conversations within the AiChat platform. ## **1. Getting Started with Conversations** The **Conversations** section is your central hub where all chatbot interactions are listed. **To access and view conversations:** 1. Log in to the AiChat platform. 2. Click on the **Conversations** tab in the navigation menu. This opens the conversations dashboard. 3. View the conversation list, which displays a customer name and message preview for each chat. 4. Click on any conversation in the list to see the full chat on the right panel. 5. To view the customer's profile, click **"Show Details"** next to the customer name on the full chat panel. 6. For the user's full profile, click **“Open Customer Profile”** in the new user details tab. Conversation View ## 2. Searching for Conversations Use the search and filter tools to quickly find and organize specific chats. **To search and filter conversations:** * **Search:** Use the **Search Conversation** bar at the top of the conversation list to find specific chats by entering keywords, phrases, or names. * **Filter:** Utilize the filtering feature to prioritize and better organize the conversation list. **Switch Channels:** If you use multiple channels (Web Widget, WhatsApp, Instagram), click on the channel name to switch and view conversations more efficiently. Image(43) Pn ## 3. Joining a Live Chat When a chat requires human assistance, you can easily take over from the chatbot. **To initiate and end a live chat:** 1. If you see a chat that needs human assistance, click the green **“Join Conversation”** button at the bottom of the chat panel. 2. You will be presented with a simple guideline of the live chat. Click the **“Join Conversation”** button again to initiate live chat. 3. Once you join, the chat will switch from the chatbot to live chat, allowing you to assist the user directly. To end the live chat, click the **“End Conversation”** button. Joining Live Chat ## **Keeping Track of Assignments** Monitor your workload and assign conversations from the left panel of the dashboard. **To track conversations assigned to you:** * The left panel shows the **total conversations volume** and the number of conversations currently **assigned to you**. * Click **“Assigned to you”** to access the details of the users who require your immediate assistance. * If the count for "Assigned to you" is 0, you currently have no active chats to handle. Image(49) Pn # Automated Flows Source: https://help.aichat.com/Flows AiChat’s Flow Builder is a powerful tool for creating advanced, dynamic conversations. This guide details how to configure flows beyond the basics to create engaging and dynamic user experiences. ## When to Create a Custom Flow Custom flows are ideal for automating specific business processes: 1. **Lead Generation Submission:** Use a **Collect Node** to gather user information (e.g., name, email) and an **Action Node** (HTTP API or Email) to send the data to a CRM or lead management system like HubSpot. 2. **Leave a Message or Contact Us:** Collect customer details using a **Collect Node** when a Live Agent is unavailable, ensuring your customer service team can follow up later. ## Steps to Create and Design a Flow The key components of a conversation flow follow a standard pattern: **Trigger** → **Action (Collect/Branch/Message)** → **Send Information (Action Node)**. ### Create the Flow 1. Log in to the AiChat platform. 2. Navigate to the **Flows** tab in the side navigation menu. 3. Click the **“Create Flow”** button. 4. Input a clear **Flow Name** and **Description** for easy identification. Click **“Create”** to open the flow canvas. Flows The Trigger defines when the chatbot will initiate the flow. 1. Click **“Add Trigger”**. 2. Input a maximum of five user **Trigger Phrases** (variations of the same user intent, e.g., "I want to leave a message," "Contact us," "Send a note"). 3. Close the edit panel to save the configuration. Trigger ## Add Nodes (Building Blocks) **Nodes determine how the conversation progresses.** ### **Message Node** * **Purpose:** Defines the bot's communication with the user. * **Key Configuration Details:** * **Type:** Supports text, quick reply buttons, and media. * **Text:** Use for confirmations or thank-you messages (e.g., "Thank you for your inquiry."). * **Dynamic Response:** Use smart rephrasing for unique responses. Message Node ### **Collect Node** * **Purpose:** Captures specific user details, functioning like an online form. * **Key Configuration Details:** * **Field Name & Type:** Define the variable and data type (e.g., *email*, *date*). * **Mapping:** Option to map the answer to the user profile. * **Validation:** Set if the field is mandatory. * **Prompt:** Customize the bot's message (e.g., "Please enter your check-in date"). * To add more fields, select **"Add Field."**  To confirm the user's input, select the **"Replay the options to the visitor"** checkbox Collect Node ### **Action Node - Email** Purpose: sends email to target recipients. Email originates from AiChat's no reply email address. Input recipient emails, subject, and body. Must define separate paths for **Success** and **Failure** of the email delivery. * You can personalise email Subject and the Body content by using placeholders x. Attributes from conversation profile will be used to personalise the email's content. Email Node ### Action Node - HTTP API \*\*Purpose: \*\*Used for API calls (e.g., sending data to a CRM). Provide the API endpoint, method (e.g., POST), and body (e.g., JSON). Must define separate paths for **Success** and **Failure** of the API call. * The most important part is in the API request where you must provide the API endpoint that should be called by the AI Agent to retrieve data to send updates. * You can use any RESTFul API standards; GET, POST, PATCH, PUT and DELETE. * You can also include Basic or Bearer token under Authorization Headers if required, and add other header options. Once you submit the API endpoint, you can test to call the API. If it’s working you can save by closing the edit panel. You need to make sure to add unique responses for both successful and unsuccessful API calls, similar to the email action setup. Http Action Node ### **Branch Node** * **Purpose:** Branches the flow based on specified conditions (user profile data, collected data, etc.). * **Key Configuration Details:** * **Conditions:** Define criteria using pre-defined or custom logic (e.g., user\_phone\_number is not empty). * **Multiple Branches:** Define different paths and responses for each condition met. Branch Node ## Save & Publish Once satisfied with the flow structure and node configurations, click the **“Save & Publish”** button. This action makes your flow live and available to users. \ **In Conclusion:** Flow Builder enhances user engagement and streamlines business processes. Begin with simple flows, like lead collection, and gradually build complexity using conditional branches and powerful action nodes to create tailored conversational experiences. # Guide to Integrating WhatsApp in AiChat Source: https://help.aichat.com/GuidetoIntegratingWhatsApp Integrating WhatsApp with AiChat allows you to connect your chatbot to one of the world’s most popular messaging platforms, enabling real-time engagement with your customers. Follow this guide to set up your WhatsApp Business integration. # **Integrating your WhatsApp number with AiChat allows you to:** * Monitor and respond to text messages in our multi-channel inbox.   * Increase customer engagement with 24/7 bot response * Boost customer conversion using flows to automate leads generation and other activation conversations. * Go beyond 5-user limit set in WhatsApp Business App * Automate marketing outreach with broadcast and follow-ups # Requirements 1. Have a Meta Business Portfolio created. Learn how to [create a Meta Business Portfolio](https://www.facebook.com/business/help/1710077379203657). 2. You, or the person creating the WhatsApp Business API account, must be an administrator or have full control of Meta Business Profile 3. Have a phone number capable to receive SMS or incoming calls ready at hand. This number must not be linked to WhatsApp Personal app, or WhatsApp Business App. Disconnect the number if it is already linked to WhatsApp Personal or Business App. 4. If you are migrating from an existing WhatsApp vendor or Business Service Provider, ensure you have disable the WhatsApp number 2-factor authorisation on Meta's WhatsApp Manager portal. # **How to Connect Your WhatsApp Number to the Chatbot** ### **Step 1: Integrate WhatsApp Business in AiChat** 1. In your AiChat dashboard, go to **Settings → Channels → WhatsApp**. 2. Click **Enable WhatsApp for Your Business** and follow the prompts to link your accounts. 3. Upon successful registration, you will return back to AiChat portal with the number setup. Navigatingto W Aintegration ## **Step 2: Verify your Meta Business Portfolio** Verification is required to access WhatsApp Business API. Business verification is only needed after your WhatsApp Business Account (WABA) is created, or if you haven't completed it before. 1. Verification is required to access the WhatsApp Business API. Confirm if you require unde **Meta Business Settings** → **Business Info → Security Centre → Business Verification**. 2. If “Setup a WhatsApp Business Account” requires verification, complete the verification flow by selecting a country and business type, adding business details, and you can input your preferred verification contact method. 3. Once submitted, Meta typically reviews within 1–5 business days. ## **Step 3: Managing Your WhatsApp Integration in AiChat** Once your WhatsApp Business Account is successfully integrated with AiChat, you can manage and customize your WhatsApp chatbot settings directly from the dashboard. ### WhatsApp Account Status and Settings In the AiChat dashboard: * Your **WhatsApp Business Account status** will be shown as **Connected**. * You can edit your integration information, including: * **Profile Picture** * **Business Name** * **Display Name** * **Business Description** * **Industry Type** * **Website URL** * **Email Address** * Your **WhatsApp phone number** status will display as **Verified**, with the option to change the number if needed. Screenshot2025 04 11155943 Pn ### Default Messaging Settings You can customize the following * **Pre-filled message**: The pre-filled when user clicks on a the WhatsApp link from our web widget Screenshot2025 04 11160629 Pn ### Disconnecting WhatsApp Integration You can disconnect your WhatsApp Business API account number from our AiChat platform at anytime. * Select **Disable WhatsApp Integration** to disconnect. * The chatbot will stop sending/receiving messages. * You can reconnect your WhatsApp Business Account at any time to resume sending and receiving messages through the chatbot. If you connect a different number, your previous WhatsApp conversation will receive messages from the new number Imageedit 2 9904210957(1) Jp # FAQ Some common issues include: * Incorrect or mismatched business documents * Mismatched business name or address * Unverified domain or contact email * Browser-related issues (use incognito mode or clear cache) Verification is required to access the WhatsApp Business API. You must complete Facebook Business Verification after your WhatsApp Business Account (WABA) is created, or if you haven't done so previously.  Go to your Facebook Business Manager under *Business Settings > Security Centre*. Your verification status will be displayed on the Verification section.  This may occur if your information doesn’t meet Meta’s requirements or your business category isn’t supported. Ensure the documents are valid and accurately reflect your business. Contact Meta support if needed.  Visit the [Meta Business Help Center](https://www.facebook.com/business/help) and raise a support request from your business account.  No, verification is mandatory to activate WhatsApp Business API features including chatbot support. You won’t be able to proceed with WhatsApp integration. Make sure to: * Use matching legal documents * Upload clear documentation * Provide an official business email (avoid Gmail/Yahoo) Check the **AiChat dashboard** under WhatsApp Settings: * Status will show **Connected** and **Verified** * You can edit integration info, profile details, and messages No. It must be a phone number that is not connected to any WhatsApp service. To reuse a phone number, disconnect the number from personal WhatsApp account or WhatsApp Business account, and try to register with the phone number. You may need to wait for a couple of minutes for WhatsApp to reset the phone number from its registry. There can be several reasons why your messages are not delivered * **Drop in WhatsApp template quality** - recipients of template may have flagged as spam.  Pause your outbound messsaging activity to allow quality to return to normal. You can review details under Meta's [WhatsApp Manager](https://business.facebook/com/wa/manage). * Your phone number was disconnected - You can review the phone status under Meta's [WhatsApp Manager](https://business.facebook/com/wa/manage). * Lack of conversation credit balance ### When you disable WABA integration, your phone number remains linked to the account. If you decide to delete your phone number while it's still connected, you'll need to reconnect it afterwards. To remove the number manually, go to the [Business Facebook WhatsApp Manager](https://business.facebook.com/wa/manage). Please note that it may take a few minutes for the changes to update. If your chatbot is able to **receive messages but not send replies**, it's possible that your **WhatsApp Business Account (WABA) has been restricted** by Meta. To verify the status of your WABA: 1. Visit your [Meta Business Settings](https://business.facebook.com/settings) and navigate to **WhatsApp Accounts**. 2. Check for any alerts, such as account restrictions or policy violations. > ⚠️ If your WABA is restricted, you will need to resolve the issue directly with Meta. AiChat is unable to lift these restrictions on your behalf. If you have trouble with your WABA, please contact our [support](mailto:support@aichat.com). ### When you are receiving multiple responses that seem to be coming from different sources on you personal WhatApp, this may be an issue where the WhatsApp Business Account (WABA) was connected to multiple workspaces within our platform, or still integrated to another WhatsApp Chatbot solution. You have a couple of ways to resolve this: 3. If it is confirmed there is a separate workspace on our platform that is connected to the same WABA, you can disable it under Settings > WhatsApp 4. If it is confirmed the WABA is still connected to another WhatsApp Chatbot solution, please consult the solution's support to disconnect it. ## Next Create Templates asdasd # Onboarding to Aichat Source: https://help.aichat.com/Onboarding This guide will help you setting up your first chatbot and gives you an overview of Aichat platform. ## Setting Up and Onboarding to Your AI Chatbot After signing up for an Aichat account, you will be asked to complete your organization and chatbot information. Start with your organization name and optionally upload your logo. images/organizationsetup.png Then you will need to give your Chatbot a name. We have provided default instructions for your chatbot to review. This instruction will be the basis for our LLM-driven bot. Feel free to modify the provided template to suit your business needs. Screenshot2025 03 27at4 30 27PM Pn Once you click “Finish Setup”, you will be shown the Aichat subscription plan. If you want to upgrade your subscription, click your preferred plan. Image(36) Pn You can directly pay your subscription on our Aichat platform, you just need to input your payment details and click continue to complete the transaction. Image(37) Pn Upon completing your transaction or skipping the subscription plan if you want to stay on the free plan, you will land on the dashboard page, where you will be given sets of instructions on how to use the Aichat platform and start creating your chatbot. images/onboardingdashboard.png You can track your onboarding progress by clicking on the onboarding panel, there are a total of 4 onboarding checklists you will need to complete. images/onboardingchecklist.png You can refer to the next few sections on how to set up the knowledge base and personalize your chatbot further before publishing on your website. # Signing Up for an AiChat Account Source: https://help.aichat.com/SigningUpforanAiChatAccount This guide will walk you through the process of signing up for an Aichat account. ## How to Sign Up Visit the account creation page on [aichat.com](http://aichat.com) and click “Sign Up”. You will be asked to submit your email address. Submit your email address for verification. Submitemail Pn Click “Open Mail” or check your email inbox for email verification, and verify your email address by clicking the verification link. Openmail Pn Upon successful verification, you will be asked for your display name. At this stage, you have successfully created an account. Displayname Pn # Agent Live Chat Handover Source: https://help.aichat.com/activatinglivechat Support Operations is a feature designed to enhance customer service by utilizing live chat agents to assist businesses in managing and responding to customer inquiries efficiently. This feature enables businesses to provide real-time support, ensuring that customers receive prompt and accurate responses to their questions, concerns, or issues. ## Activating Support Operations Follow these steps to enable the live chat agent handoff functionality: 1. **Go to Settings:** Navigate to the main menu and select **Settings**. 2. **Access Support Operations:** Within the Settings menu, go to **Support Operations**. 3. **Toggle On:** Simply toggle the switch to activate the feature. 4. **Enter Agent Email:** Input the email address of the live chat agent or support team who will receive the handoff requests. **Save Changes:** Click the **Save** button to confirm the activation. The button to Agent Handoff Flow will be presented. You can click on this button to tweak the standard Agent Handoff flow that meets your needs. Handoffflow ### **Setting Up and Customizing the Handoff Flow** Once Support Operations is active, you can configure the conversation flow that manages the handoff: 1. **Open the Flow Configuration:** After saving the agent email, the Handoff Flow configuration will appear. Click **Go to handoff flow** to begin customizing. 2. **Understand the Flow Structure:** The process follows a standard pattern: **Start** → **Trigger** → **Collect User Information** → \*\*Send Notification → End. \*\* 3. We have already set up pre-defined fields to collect user’s Name, Phone Numbers, Emails and inquiries. Feel free to modify them to suit your needs. See how to configure [**Flow**](https://help.aichat.com/Flows). Customerhandoffflownew Pn ## Configuring the Agent Handoff Flow ### **1. Understanding When to Customize the Agent Handoff Flow** Before setting up the handoff flow, consider customizing it in the following scenarios: * **Expanding User Expressions**: If users commonly phrase requests differently, add more trigger phrases to improve detection. * **Collecting Additional Information**: If agents need more details before assisting users, include additional fields in the information-gathering step. * **Adjusting Messaging**: Modify confirmation or error messages to align with your support team’s communication style. * **Optimizing Email Notifications**: Customize the email content to provide agents with more context, reducing back-and-forth communication. ### **2. Steps in the Flow** #### **Step 1: Triggering the Flow** The handoff flow activates when a visitor uses specific phrases such as: * “I want to talk to an agent.” * “Can I speak with a representative?” * “Need help from a real person.” * “Let me chat with a human agent.” #### **When to Customize:** * If users frequently use other phrases, add more expressions to improve recognition and avoid missed handoff requests. #### **Step 2: Collecting User Information** By default, the chatbot collects the following details before transferring to an agent: * **Name** (Text input) * **Email** (Email input) * **Phone Number** (Phone input) * **Reason for contacting support** (Text input) #### **When to Customize:** * If your support team needs extra information (e.g., order number, account ID), add relevant fields to the form. * If fewer details are required, remove unnecessary fields to reduce friction for users. #### **Step 3: Sending Email Notifications** The system automatically sends an email to the support team with the collected user details. * If the email is successfully sent, the user receives a confirmation message. * If the email fails, an alternative message informs the user. #### **When to Customize:** * If your team prefers a different notification method (e.g., Slack alerts, CRM integration), adjust this step accordingly. * If email notifications need a specific format, modify the content to include essential details. #### **Step 4: Providing User Feedback** Once the request is submitted: * The chatbot informs the user that support has been contacted. * If an issue occurs, an error message appears, suggesting alternative solutions. #### **When to Customize:** * If users require estimated response times, update the confirmation message accordingly. * If alternative contact methods exist (e.g., phone support), include them in the fallback message. ## **Finalizing the Handoff Flow** 1. **Review:** Check all the steps and customizations in the flow builder. 2. **Publish:** Click **Save & Publish** to make the changes live and available to your users. **Test:** Test the handoff process yourself to ensure it's working smoothly. ## Deactivating Support Operations If you want to deactivate the support operations feature, simply toggle the switch off and click **Save**. This will disable live chat support, preventing conversations from being handed off to human agents until reactivated. Supportoperationsoff Pn If you deactivate the support operations feature, the handoff flow configuration will no longer be visible on the dashboard. However, the flow you configured will remain but be deactivated so it can be used again if you re-enable agent handoff. ## # Activating WhatsApp Broadcast Source: https://help.aichat.com/activatingwhatsappbroadcast The **WhatsApp Broadcast** feature enables businesses to send messages to multiple recipients simultaneously in an efficient, streamlined, and personalized manner. Unlike group chats, broadcast messages are delivered individually to each recipient, preserving privacy while maintaining a professional tone. This feature is especially effective for: * Personalized customer engagement * Promotional campaigns * Operational updates * Enhancing customer experience through timely communication It supports proactive outreach that builds trust and boosts customer satisfaction. ### **Step-by-Step Guide to Set Up WhatsApp Broadcast in the Chatbot Platform** **1. Navigate to the Broadcast Module** Go to the **Flow module** and select **Broadcast**. Click on the **+ Create Broadcast** button to begin creating a new broadcast campaign. Image(12) Pn **2. Fill in Basic Information** Enter the required details, including: * Broadcast Name * Channel (e.g., WhatsApp) * Description Click **Create new broadcast** once completed. Image(13) Pn **3. Add Recipient Segment** Under the **Recipients** section, click \*\*+ Add new \*\*to define your audience. Image(14) Pn Select from available **profile attributes** (e.g., user tags, phone number, email, interest, region) and set the corresponding **values** based on your target audience. Click the \*\*checkmark button \*\*☑ to save your segment filter. Image(15) Pn Once your recipient list is created, click **Continue to message** to move to the message configuration step. Image(16) Pn **4. Choose a Message Template** Select a pre-approved WhatsApp message template that matches your use case (e.g., promotion, reminder, update). Click **Use this template** then **Continue to review**. Image(17) Pn **5. Review and Launch** You’ll now see a summary of your broadcast setup, including: * Recipient count * Message content preview * Scheduled time You may choose to send immediately or schedule the broadcast for a later time. Image(18) Pn Click on **Send Broadcast** to activate and deliver the message to your selected audience. **6. Review Your Broadcast** After sending, monitor the performance through built-in analytics, including: * Total messages sent * Messages opened * CTA (Call-to-Action) clicks These metrics help evaluate engagement and optimize future broadcasts. Image(20) Pn # Chatbot Configuration Source: https://help.aichat.com/chatbotconfiguration This guide outlines the seven key steps to personalize your chatbot to reflect your brand and communication style. To set it up, go to **Settings** > **Chatbot.** There are seven key details you need to consider: ## Display Name * **What it is:** The name that users will see when they interact with your bot. * **Action:** Choose a name that is professional and aligns with your brand and the bot's intended persona (e.g., "Ava Support Bot"). ## Description This section is crucial for defining the bot’s role, boundaries, and how it interacts with users. You must define three key components: * **Your Role:** State who the chatbot represents and its function (e.g., "You are a virtual salesperson for AiChat, persuading prospects to understand our products."). * **How you should handle customers:** Define the required tone and conversation style. Instruct the bot on how to structure responses (e.g., "Your style should be practical and conversational, using clear subheadings and actionable insights. If uncertain, always ask for clarification."). * **Things you should not do:** List specific actions or topics the bot must avoid (e.g., "Never promote other brands. Avoid provide financial or legal advice."). ## Supported Language * **What it is:** Determines the languages in which the bot will communicate. * **Action:** By default only Only select specific languages if you need to restrict the bot's communication capabilities. Display,languageand Description ## Domain Strictness * **What it is:** Controls whether the bot can provide answers outside of the knowledge base you have provided. * **Action:** Choose one of the three levels: * **Flexible:** Allows the bot to engage in wider conversations, even on topics outside its knowledge scope. * **Moderate:** Politely declines requests that fall outside its knowledge domain. * **Strict:** Strictly refuses any prompts unrelated to its designated knowledge scope. ## Domainstrictness Pn ## Additional Guidelines * **What it is:** A space to set detailed, specific rules for consistency and compliance. * **Action:** Provide any extra rules regarding response tone, use of CTA buttons, handling unrelated questions, or required inclusion of company contact details. There is no word limit. ## Personality & Style * **What it is:** Defines the bot’s emotional tone and character. * **Action:** Select the style (e.g., Friendly, Professional, Concise, Warm) that aligns with your brand’s identity. ## Personalitystylenew Pn ## Response Length * **What it is:** Configures the typical level of detail in the bot's answers. * **Action:** Select the appropriate length for your needs: * **Short:** Best for simple inquiries (e.g., retail, travel). * **Medium:** Ideal for balanced detail (e.g., banking, SaaS, customer support). * **Long:** Necessary for complex topics (e.g., healthcare, tech troubleshooting, education). Responselengthnew Pn **Save Changes:** After reviewing all details, click **Save** to apply your configuration, or **Cancel** to discard them. # Content Redaction Source: https://help.aichat.com/content-redaction Content redaction automatically detects and hides sensitive customer information such as email addresses, phone numbers, and credit card details before messages are stored or processed. Content Redaction is currently available for Enterprise tier only. **Before you start, ensure that:** * You have administrator access to configure Content Redaction * You understand whether original sensitive data should be viewable or permanently removed # How Content Redaction Works When a customer sends a message containing sensitive data, AiChat performs the following in real time: 1. **Detection:** Identifies supported data patterns. 2. **Redaction:** Replaces the value with a placeholder (e.g., `[EMAIL REDACTED]`). 3. **Storage:** Saves only the masked version in the conversation history 4. **AI Processing:** Only the masked content is sent to AI providers to ensure data privacy. ## Supported Data Types AiChat includes built-in detection for the following: | **Data Type** | **What it Detects** | **Validation Method** | | :------------ | :------------------------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Email Address | Standard email formats | Email must contain a local-part before the @, and a valid domain name. | | Phone Number | International phone formats | Phone number must include country code in front to classify as international phone format | | Credit Card | Visa, Mastercard, AMEX, Discover | Numbers that start with a known issuer prefix AND pass Luhn validation:
  1. Visa`4xxx`13–16 digits
  2. Mastercard`51xx`–`55xx`16 digits
  3. Amex`34xx` or `37xx`15 digits
  4. Discover`6011` or `65xx`16 digits
| **Custom Patterns:** Businesses can create custom redaction rules using regular expressions (regex) to mask organization-specific data like Employee IDs or account numbers.   ## Data Handling Options Administrators can choose between two policies for handling original sensitive data: **Allow Viewing Original Data** * Behavior: Original values are encrypted and stored. * Agent Access: Support Agents can click a masked token to reveal or copy the original value. * Use Case: Recommended for support teams that must verify customer details. **Permanently Remove Original Data** * Behavior: Original values are discarded immediately and cannot be recovered. * Access: No reveal option is available to anyone. * Use Case: Best for organizations with strict compliance or data minimization requirements. * Warning: Once data is removed under this policy, it cannot be restored, even if settings are changed later. # Configure PII Masking ### Enable Masking 1. Navigate to **Settings > Content Redaction.** 2. Toggle **Enable Content Redaction**. 3. Select specific data types to detect (e.g., enable Email but disable Phone). 4. Select your Data Handling Policy. 5. Click **Save.** ### **Add Custom Masking Patterns** 1. In Content Redaction, click **Add Pattern.** 2. Provide a Pattern Name, the Regex Pattern, and a Test Input. 3. Review the preview and **Save.**  # Key Considerations * PII Masking only applies to customer messages and free-text responses collected through Collect nodes. Bot and agent responses are not redacted. * Data submitted through Collect with Form is not redacted. Use Collect with Form when you need to collect sensitive information accurately. * Customers using AiChat Web Chat will see sensitive information masked after the message is sent. * Customers using social messaging platforms such as WhatsApp will continue to see their original unmasked messages on their own devices, as the conversation history is stored outside of AiChat.       # Conversation Credits Source: https://help.aichat.com/conversationcredits ### **What is Conversation Credits** Generative AI works on the concept of tokens and our platform simplifies the concept through Conversation Credits. 1 conversation credit: a daily conversation between customer and chatbot. ### **Topping up when Low Credit Balance** You can top-up your credits under **Billing.** Screenshot2025 03 27at2 56 39PM Pn You can top-up with 50 or up to 1000 credits at a time. Screenshot2025 03 27at2 57 28PM Pn # Getting Customer Feedback Source: https://help.aichat.com/customersurvey Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys are vital for measuring customer experience and loyalty. This guide simplifies the process of activating and customizing these surveys in the AiChat platform. ### How to Activate Customer Survey ### **1. Access the Customer Survey Configuration** 1. **Log In:** Log into your AiChat platform account. 2. **Navigate:** From the AiChat dashboard, click **Customer Survey** on the main navigation panel. images/Screenshot2025-03-21172230.png ### **2. Understand Survey Types** On the Customer Survey page, you will find two types of Feedback Surveys: * **Customer Satisfaction (CSAT):** A 5-star rating system, often including an optional open-text feedback box for qualitative feedback. * **Net Promoter Score (NPS):** Asks the customer how likely they are to recommend your business, using a thumbs-up/thumbs-down rating. images/Screenshot2025-03-21173419.png ### **3. Activate the Surveys** By default, both surveys are inactive and cannot be customized. 1. **Enable:** Click the **Enable** button/switch for both the Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys. 2. *Note: Activating the surveys will make the customization options available.* images/Screenshot2025-03-21174038.png **4. Personalize Survey Messages** Once activated, the default survey messages will appear, allowing you to tailor them to your brand voice. 1. **Modify Text:** Edit the survey questions and accompanying text. * **Tip:** Use clear, friendly, and concise language. Examples: * "How would you rate your experience? It takes just a minute." * "Did our support team meet your needs? Let us know with a quick rating." * "Would you recommend us to a friend? Take a second to rate your experience." 2. **Review:** Ensure all questions and messages are clear and appropriate before proceeding. images/Screenshot2025-03-21174509.png Here are some tips for a good survey messages: 1. How would you rate your experience? It takes just a minute. 2. Did our support team meet your needs? Let us know with a quick rating. 3. Would you recommend us to a friend? Take a second to rate your experience. ### **5. Finalize and Save** **Save Changes:** After modifying the survey messages, click the **Save Changes** button.CSAT & NPS surveys trigger automatically at the end of a conversation or when detected as complete, helping you measure satisfaction and loyalty effortlessly. If they have been triggered once, the system will not trigger them again within the next hour. # Customizing and Installing Web Widget Source: https://help.aichat.com/customizingandinstallingwebwidget ## Widget Customization Setting up widget involves two key steps: **customization settings** and **installation settings**. To set it up, go to **Settings** > **Channels**. Channels Pn The customization setting allows you to define your bot personality including theme, text color, avatar, and initial greeting. These settings will be displayed on the bot widget during user interactions. ### Visual Customization (Theme, Brand Color, Text Color, Avatar) Customize your bot’s appearance by selecting visual settings that align with your brand identity. To adjust your widget’s appearance, navigate to **Channels**, where you'll find a list of customization options: * **Theme:** Choose between **Basic** and **Sleek**. The **Basic** theme keeps the bot avatar inside the header, while the **Sleek** theme places it outside the header with a larger display. * **Brand Color:** Pick a header color palette that best represents your brand. * **Text Color:** Select between **Light** (white text) and **Dark** (black text) for better readability. * **Avatar:** Your avatar will serve as the bot’s image and icon on your company website. Use the default AiChat avatar by selecting **"Use Provided Avatar"**, or upload a custom one by clicking **Add Avatar.** Channelsvisualsettingnew Pn ### Initial Message Customization (Header Title, Subtitle, Welcome Message, Placeholder) Customize the initial message that appears on your bot's landing page, including the header title, header subtitle, welcome message, and placeholder message. * **Header Title**: Set a greeting message along with your bot’s unique name. * **Header Subtitle**: Add a short, engaging message such as *"Here to help you"*, *"What can I do to assist you?"*, or *"I’d be happy to help with your queries."* * **Welcome Message**: Craft a warm and inviting message tailored to your target audience. * **Placeholder Message**: Enter a brief text to be displayed in the chatbot's input field, guiding users on what to type. Channelsinitialmessage Pn **Below is the appearance of initial messages on AiChat web widget**. Initialmessagedisplay Pn ### Starters (Quick Access Shortcuts) Starters work as quick-access shortcuts, making it easier for users to communicate with your bot. They are displayed at the front of your landing widget page for easy interaction. Frequently asked topics or important prompts that users are likely to seek can be highlighted to starters. Click **Add** to add more starters or click trash bin icon to delete. There are no limitations on the number of starters you can add. Startersnew Pn After entering the required details, click **Save** to apply the changes. If you wish to discard the changes, simply hover over and click **Cancel**. Below is an example of how Starters appear on the AiChat web widget. Nwestarters Pn ## Widget Installation ### Allowed Domains You can specify a list of websites that will display the web widget. This ensures no one can 'hijack' the script and use on websites other than the approved ones by you even if they were to place the installation script on unapproved websites. ### Adding Website Domains Enter the website domains where you would like to activate the chatbot by clicking **Add**. Websitedomainenternew Pn The website domain status will be saved and updated automatically. To delete a domain, simply click the trash bin icon. ### Widgetdomaindelete Pn ### Installing the Script Copy the script to your clipboard by clicking the **Copy to clipboard** button. You can add this script in Google Tag Manager, or plugins in your CMS that allows you to add scripts in header or footer. Copysnippet Pn If you are adding it directly to HTML page, place the script just before the \ tag.Checking Installation Status ### Checking Installation Status Click **Check installation status** to view your current installation status. Websitedomainstatus Pn # Dashboard Overview & Analytics Source: https://help.aichat.com/dashboardoverview Dashboard Overview & Analytics shows an overview of chatbot performance, user interactions, and customer feedback. This guide helps you navigate and interpret essential metrics to successfully optimize the operation of your chatbot. ## 1. Chatbot Analytics: Viewing Performance Data This section focuses on core chatbot performance and interaction volume within a specified time frame. **Steps to View Data:** 1. **Select Date Range:** Choose a predefined option (e.g., Last 7 Days, This Month) or set a custom range by selecting start and end dates from the calendar. 2. **Select Channels:** Choose specific channels to narrow down the data you wish to view. 3. **Apply:** Click the **Apply** button to update the dashboard with your selections. Dashboard Viewfilter Data ## **3 Key Metrics to Monitor:** * **Total Interactions:** The total number of conversations handled by the chatbot during the selected period. * **Total Messages:** The total number of messages sent and received, which indicates how engaging the chatbot is. This can be viewed daily or monthly. * **Average Messages per Chat:** A measure of the average length of a conversation, indicating chat depth. Overviewfirstrow Pn ## 2. Daily Conversation Volume & Heat Map This visual section helps you identify peak usage times. * **Heat Map of Interaction Times:** Shows what the busiest hours of your chatbot are. * **Daily Conversation Volume:** A line chart that displays the number of interactions on a daily basis. Overviewsecondrow Pn ## Customer Survey Analytics This section gives an insight into customers and their satisfaction. Overviewthirdrow Pn **Key Metrics to Monitor:** * **CSAT Score (Customer Satisfaction Score):** Measures user contentment with chatbot responses on a satisfaction scale of 1 to 5. The score is calculated as the total cumulative ratings divided by the total number of responses. * **NPS Score (Net Promoter Score):** Indicates customer loyalty. A positive number closer to 100 is ideal. The score is calculated as the difference between the total percentage of users giving a thumbs-up (👍) minus the total percentage of users giving a thumbs-down (👎). * **User Survey Feedback Count:** The total number of user responses received through the surveys. * **Rate of Participation:** The percentage of users who interacted with the chatbot and subsequently provided feedback. ## Best Practices for Dashboard Monitoring Do a weekly or monthly review schedule to monitor trends in the dashboard. Compare historical data to identify long-term patterns and improvement areas. Adjust chatbot responses, workflows, and escalation rules based on data insights. Monitor analytics to determine if adjustments boost engagement and satisfaction. # HubSpot Source: https://help.aichat.com/external-app-integrations/hubspot-integration Link your HubSpot account to sync contacts or automate broadcast to new contacts By connecting your HubSpot account with AiChat, you can: * Push data collected from leads generation flows to HubSpot Marketing forms * Get updated contact information by syncing your HubSpot contacts into AiChat's platform * Engage when new contact leads using automated WhatsApp follow-ups # Connect Your HubSpot Account Hubspot Integration Connect ### Requirements: * Your HubSpot account role is a **Super Admin** to connect * You must login to your HubSpot account ### **Step 1: Integrate HubSpot Account in AiChat** 1. In your AiChat dashboard, go to **Settings → Integrations → HubSpot** 2. Click **Connect HubSpot** and follow the prompts to link your accounts. You will be redirected to HubSpot platform to authenticate and complete the integration. 3. Select the HubSpot account you wish to connect. 4. Upon successful registration, you will return back to AiChat portal with account connected. ### Step 2: Configure the main WhatsApp contact list to sync If your HubSpot contacts have provided their WhatsApp numbers, you can have them automatically added and synced whenever their contact profile is updated. Hubspot Integration Map Fields 1. In your AiChat dashboard, go to **Settings → Integrations → HubSpot → Sync Details** 2. Choose a HubSpot list that contains the contacts with phone numbers. Ideally, it should be a dynamic list. Learn how to [create HubSpot List](https://knowledge.hubspot.com/segments/create-active-or-static-lists). 3. Select the fields you would like to bring across when importing contacts to our platform. You must select at least one, and one of it must be the unique identifier like Email. 4. Lastly, select if you want to auto-sync the contacts whenever they are updated on HubSpot, or perform a one-time import. 5. Once you are ready, click **Start Import** to begin bringing in current contacts in the HubSpot list. Once completed, all contacts at the time of import will be available in our system. HubSpot uses property Email by default as the unique identifier. If you are using something else, remember to add and map the specific field and setup as the unique identifier. Our platform picks property **Phone Number** by default as the WhatsApp number. There is no need to map this # Broadcasting with HubSpot List If you are using specific HubSpot segmenting conditions on your HubSpot lists, you can use them directly to broadcast to these users. This simplifies managing one source of segmentation logic - by using HubSpot. ### **How to Setup:** 1. Ensure you have integrated your HubSpot account. 2. In your AiChat dashboard, go to **WhatsApp Broadcast → Create Broadcast** 3. Under Recipients, click **HubSpot Contact List tab** and select the desired HubSpot list. 4. Continue with [setting up the broadcast](/activatingwhatsappbroadcast). Hubspot Integration Broadcast With List At the time of broadcast, our platform will import and update contacts from the HubSpot list based on the mapping configuration. # Advance Flow Actions with HubSpot API You can use HubSpot API to perform several flows such as: 1. Collecting the leads and Update Marketing Forms 2. Check if user exists in HubSpot and save the information into profile 3. Update user's HubSpot contact information. Below are some examples: ## Submit Marketing Form After collecting information from your prospective leads, you can send the data over to HubSpot using **Send Http** action node. Hubspot Integration Api Submit Marketing Form This utilises HubSpot API [Submit data to Marketing form](https://developers.hubspot.com/docs/api-reference/legacy/forms-v3-legacy/post-submissions-v3-integration-secure-submit-portalId-formGuid). Please refer to HubSpot's API documentation for details on how to use their endpoints. **Send Http Node Configuration Example:** ```Method Method and URL theme={null} Method: POST URL: https://api.hsforms.com/submissions/v3/integration/secure/submit/{your-hubspot-account-id}/{hubspot-form-id} ``` ```Header Header theme={null} Authorization: Bearer {{hubspot_token}} // Our system will retrieve the latest HubSpot token for you. ``` ```Body Body theme={null} { "fields": [ { "objectTypeId": "0-1", "name": "email", "value": "{{user.email}}" }, { "objectTypeId": "0-1", "name": "firstname", "value": "{{user.name}} " }, { "objectTypeId": "0-1", "name": "nationality", "value": "{{user.nationality}} " }, { "objectTypeId": "0-1", "name": "", "value": "{{user.phone_number}} " } ], "legalConsentOptions": { "consent": { "consentToProcess": true, "text": "I agree to allow Example Company to store and process my personal data.", "communications": [ { "value": true, "subscriptionTypeId": 999, "text": "I agree to receive marketing communications from Example Company." } ] } } } ``` * **Method and URL**: You need to include your HubSpot account ID and the marketing form ID. Learn how to [find your HubSpot Account ID](https://knowledge.hubspot.com/account-management/manage-multiple-hubspot-accounts) or [your marketing form ID](https://knowledge.hubspot.com/forms/find-your-form-gui). * **Header**: You will need to add the Authorization and Bearer token using our hubspot\_token attribute. * **Body**: Add the necessary Marketing Form fields using the \*\*HubSpot's \*\*[**property internal name**](https://community.hubspot.com/t5/APIs-Integrations/How-to-discover-actual-property-names/m-p/816971) and the values mapped from our attributes. ## Get Contact Records You can retrieve contact's info to personalise the bot engagement or help agents with customer serivce using **Send Http** action node. Hubspot Integration Api Get Contact Records This utilises HubSpot API [Contact Records](https://developers.hubspot.com/docs/api-reference/crm-contacts-v3/guide#retrieve-an-individual-contact). Please refer to HubSpot's API documentation for details on how to use their endpoints. **Send Http Node Configuration Example:** ```Method Method and URL theme={null} Method: GET URL: https://api.hubapi.com/crm/v3/objects/contacts/{{user.email}}?idProperty=email&properties=email,phone,firstname ``` ```Header Header theme={null} Authorization: Bearer {{hubspot_token}} // Our system will retrieve the latest HubSpot token for you. ``` ```Body Body theme={null} // empty - leave it blank ``` * **Method and URL**: You need to include the user's email attribute `{{user.email}}` and the properties you want back in the response. If you are using another identifier, modify the payload accordingly. * **Header**: You will need to add the Authorization and Bearer token using our hubspot\_token attribute. * **Body**: Leave it empty as API endpoint does not require. * If the contact exists, **success** path will be triggered * If the contact does not exists,**failure** path will be triggered. #### Saving the Response Data If the contact exists, you can save the data into specific attributes. 1. In the same **Send Http configuration → Response Mapping**, click Test request. 2. If successful, you will see the response on the right panel. Remember to swap the placeholder `{{user.email}}` to a valid email address when testing. 3. Click on a one of the desired data you wish to save, and select the attribute you want to soave to. You can save as many of the data you wish. 4. Once done, remember to revert back to `{{user.email}}` in the Method and URL. Hubspot Integration Api Save Contact Record # Update Contact Records You can retrieve contact's info to personalise the bot engagement or help agents with customer serivce using **Send Http** action node. This utilises HubSpot API [Update Contact Records](https://developers.hubspot.com/docs/api-reference/crm-contacts-v3/guide#update-an-individual-contact). Please refer to HubSpot's API documentation for details on how to use their endpoints. **Send Http Node Configuration Example:** ```Method Method and URL theme={null} Method: PATCH URL: https://api.hubapi.com/crm/v3/objects/contacts/{{user.email}}?idProperty=email ``` ```Header Header theme={null} Authorization: Bearer {{hubspot_token}} // Our system will retrieve the latest HubSpot token for you. ``` ```Body Body theme={null} { "properties": { "nationality" : "{{user.nationality}}", "property_internal_name" : "{{user.attribute}}" } } ``` * **Method and URL**: You need to include the user's email attribute `{{user.email}}`. If you are using another identifier, modify the payload accordingly. * **Header**: You will need to add the Authorization and Bearer token using our hubspot\_token attribute. * **Body**: Include the properties you want to update and the values. * If the contact exists, **success** path will be triggered * If the contact does not exists,**failure** path will be triggered. # Frequently Ask Questions HubSpot has a API call limit, depending on your HubSpot account subscription tier. Check your usage if you have high number of contacts or performing frequent broadcasts.  If so, you may consider increasing your API limit with HubSpot. Read more at [https://developers.hubspot.com/docs/developer-tooling/platform/usage-guidelines#rate-limits](https://developers.hubspot.com/docs/developer-tooling/platform/usage-guidelines#rate-limits) # Introduction Source: https://help.aichat.com/introduction Welcome to [**aichat.com**](http://aichat.com). We're thrilled to help you get started with our AI-powered agent. This guide will walk you through the basics of setting up an intelligent bot, including creating an account, personalizing your chat preferences, and building an AI agent. ## What is AiChat? AiChat is a conversational AI platform that enables businesses to build and manage powerful AI agents. Easily automate 24/7 customer response, sales, and marketing across popular channels like **WhatsApp, Instagram, and web chat**. Our user-friendly interface allows anyone to unlock the power of AI to enhance efficiency and elevate customer experiences. ## Key Features | Features | What it Does | | :------------------------- | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Conversational AI | Automates customer service, sales, and marketing with natural human-like interaction using your provided data (documents, websites) and business-tuned prompts. | | Agentic Flows | Provides intelligent, adaptive reasoning and can autonomously execute tasks like bookings or API calls to CRMs and other 3rd party systems, elevating customer touchpoint with personalised experiences and conversions. | | Omnichannel & Multilingual | Engage customers everywhere. Seamlessly supports all major platforms (WhatsApp, Messenger, Web Chat) and multiple languages. | | Customizable Branding | Align the chatbot’s design, messaging, and tone with your brand identity for a consistent, professional customer experience. | | Seamless Integrations | Enables smooth connection between your agent and external platforms like CRMs, payment gateways, and e-commerce tools. | | Data Security | Prioritizes data protection through robust security measures to safeguard all sensitive customer and business information. | Read our documentation to gain a deeper understanding of our product’s features and functionalities. [View section](https://help.aichat.com/Onboarding) [View section](https://help.aichat.com/chatbotconfiguration) [View section](https://help.aichat.com/knowledgebase) [View section](https://help.aichat.com/Flows) [View section](https://help.aichat.com/dashboardoverview) [View section](https://help.aichat.com/subscriptionplans) # Invite Team Members Source: https://help.aichat.com/inviteteam Sharing bot access enables you to grant specific permissions to other team members, allowing them to either view or edit the bot based on their assigned roles. This feature helps streamline collaboration by displaying a list of all project team members who currently have access to the platform. Within this section, you have full control over user management, invite new members, adjust their roles by granting or restricting permissions, and remove users when necessary. To add a member, go to **Team Members**, click **+Invite Member**. Inviteteammembersnewnew Pn Enter the name, email address, and select a role type, then click **Invite**. Invitememberdetailnew Pn The login invitation will be sent to the specified email. # Knowledge Base Source: https://help.aichat.com/knowledgebase The Knowledge Base is the core information repository that powers your AiChat chatbot. A well-structured, clear, and comprehensive knowledge base is crucial for ensuring your chatbot can accurately interpret user inquiries and deliver helpful, relevant responses. # 1. Knowledge Base Content Guidelines Before indexing any data, ensure your source materials adhere to the following principles: ## Clarity and Readability * **Simple Language:** Use straightforward terminology. Avoid overly complex jargon unless absolutely necessary and clearly defined. * **Structured Formatting:** Utilize headings, bullet points, and numbered lists within your source documents (e.g., PDFs, website content). This improves readability for both human users and the chatbot's indexing process. * **Note**: images containing text cannot be extracted by our bot ## Comprehensiveness and Accuracy * **Cover Key Topics:** Ensure the knowledge base covers all major aspects of your products, services, policies, and frequently asked questions. * **Up-to-Date Information:** Regularly review and update your source content to maintain accuracy. Outdated information leads to poor chatbot performance and user frustration. * **Internal Consistency:** Verify that information across different documents or sections does not contradict itself. # 2. Supported Data Sourcing Methods Our AiChat platform supports indexing information from multiple source types to build a robust knowledge base: | Data Source | Description | Best Use Case | | :----------------------------------- | :-------------------------------------------------------------------- | :------------------------------------------------------------------------------------ | | **Website Crawl (URL)** | Indexing content directly from specified public web pages or domains. | Dynamic content, detailed product documentation, or broad site-wide information. | | **Documents** | Uploading and indexing content from PDF, Word and CSV files. | Policy documents, user manuals, long-form guides, or technical specifications. | | **Text Snippets** | Manually entering short pieces of text directly into the platform. | Specific definitions, disclaimers, or information not yet captured in other formats. | | **Q\&A Pairs (Question and Answer)** | Structuring information as specific question-and-answer pairs. | Addressing Frequently Asked Questions (FAQs) that require precise, defined responses. | ## Crawling Websites Indexing a Website (Crawl) 1. Go to the **Knowledge Base** tab in the left-hand menu. 2. Click on **Websites**. Adding a New Data Source 1. Click the **"Add Website"** button. 2. Enter the main URL you want the chatbot to learn from (e.g., \[[https://www.yourcompany.com/](https://www.yourcompany.com/)] Toggle **“Sync Subpages”** to automatically sync all pages under the same URL path you provided (if needed). Advanced Settings allow you to add extra URLs to be included or exclude pages using glob expressions (e.g., /\*). Syncingyourwebpage You can monitor and manage your submitted sites: * **Search and Filter:** Quickly find sites by searching or filtering by processing status (e.g., Indexed, Failed). * **Last Synced At:** Shows the time of the most recent data update from the website. #### Website Statuses Explained | **Status** | **Description** | | :------------- | :--------------------------------------------------------------------------------------- | | **Processing** | The chatbot is currently extracting and analyzing content from the website. | | **Indexed** | Content has been successfully integrated and is now used by the chatbot for responses. | | **Failed** | An error occurred. Check the URL format and access permissions, then re-add the website. | **Benefit:** Integrating websites ensures your chatbot uses the latest company information, FAQs, and product details without manual data updates. ### Crawling Website FAQ **If you're crawling subpages on a website but only one page is being crawled despite expecting multiple under the URL path, check the following:** * **Geo-Blocking Restrictions:** Does your website have geo-blocking enabled? If our crawlers are outside your allowed geo-location countries, they may be unable to access your site or may be redirected to a fallback page. * **Asynchronous JavaScript or Single-Page Application (SPA):** Does your website rely on asynchronous JavaScript or an SPA framework? If so, content may not be fully loaded when our crawlers attempt to access it. **Your webpage's content may not be set up correctly for crawling.** 1. **Image-Based Content:** If your webpage contains only images, our crawler may not be able to extract information, as it currently supports text-based content. 2. **JavaScript Rendering:** If your webpage uses scripts to render content after our crawler has loaded the page, some content may not be captured. You can upload this content as documents or text snippets. Our bot does not require the same knowledge in different languages, as we can translate it into the customer's language. However, if the content differs by language, please crawl the specific pages so our bot can recognize the differences. You can exclude localized pages using the 'Exclude' feature under Advanced Settings. ## **Uploading Documents** The Documents feature allows you to upload and extract content from files, helping the chatbot respond accurately based on structured knowledge. This is useful for handling policy documents, product manuals, long-form guides, and other reference materials. Adding Documents 1. **Access the Documents Section**\ Under the dashboard, go to the **Knowledge Base** tab from the left-hand menu. Click on Documents to access the document management page. 2. **Upload a Document for Chatbot Knowledge** * Click the **"Add Document"** button. * Select a file (supported formats: PDF, DOCX, TXT, CSV.). * The system will process the content to extract relevant information. 3. **Manage Document Entries**\ Once uploaded, you can manage and monitor your documents from the Documents Section: * Use the search bar to find specific documents. * Filter by status (e.g., Processing, Indexed, Failed). * The **Last Synced At** column indicates when the document was last updated in the chatbot’s database. #### Document Statuses Explained | **Status** | **Description** | | :------------- | :------------------------------------------------------------------------------------------------------------------------------------------ | | **Processing** | The chatbot is analyzing the document content. | | **Indexed** | The document data is successfully added and available for chatbot responses. | | **Failed** | An issue occurred during indexing. Check the file format or content and ensure it is not password-protected before attempting to re-upload. | By integrating document-based knowledge, you ensure that your chatbot provides accurate and well-structured responses based on official company materials. ## Using Text Snippets Text snippets allow you to add or update chatbot content instantly. They are useful for last-minute updates, time-sensitive announcements, or temporary information that may need quick modifications. Indexing Snippets 1. **Go to the Text Snippets Section:** * In your AiChat dashboard, look at the menu on the left. * Click on the **Knowledge Base** tab. * Select **Text Snippets** to open the management screen. 2. **Start a New Snippet:** * Click the **"Add Snippet"** button. A new editing window will pop up. 3. **Give it a Title:** * Type a clear and descriptive title in the **Title** field. This helps you and your team easily find the snippet later. 4. **Write Your Content:** * Enter or paste your text into the main text box. * Use the formatting tools (like the bold 'B', italic 'I', and underline 'U') to make your text easy to read, or to add links and lists. 5. **Keep it Short:** * Snippets have a limit of **1,000 characters**. * A character counter at the bottom will help you track how much space you have left. **Finishing Up:** * Click the green **"Save"** button to store your new snippet. * If you change your mind and don't want to save, click **"Cancel"** to discard your work. ## Manage Snippet Entries Once created, you can manage and monitor your text snippets from the Snippets Section: * Use the search bar to find specific snippets by title or content. * The **Last Updated At** column indicates when the snippet was last modified. * You can **Edit** or **Delete** existing snippets using the action icons. Text snippets are indexed immediately, ensuring that critical, time-sensitive information is instantly available for chatbot use. ## Managing Q\&A: Giving Your Chatbot Direct Answers The Q\&A section is where you teach your chatbot specific, accurate answers to common questions. This method helps your chatbot respond reliably to user queries without having to guess or rely only on information it crawls from websites or documents. Add Import Qn A **How to Access the Q\&A Section** 1. In your **AiChat dashboard**, look at the left menu and go to **Knowledge**. 2. Click on **Q\&A** to open the management page. You can add Q\&A pairs one by one or upload many at once. #### Manually Add Q\&A: 1. Click the green **"Add Q\&A"** button in the top right corner. 2. Type the exact **question** a user might ask. 3. Type the precise **answer** the chatbot should give. 4. Click **Save**. #### Bulk Upload via CSV: This is the fastest way to add many pairs at once. 1. Click the **"Import CSV"** button. 2. Upload a CSV file that is formatted correctly with your questions and answers. 3. The system will automatically process and add all the new entries. Search and Manage Existing Q\&A Entries * **Search Bar:** Use the search bar to quickly find any specific Q\&A pair. * **Filter Entries:** You can filter the list based on their status (e.g., Processing, Indexed, Failed). * **Last Synced:** Check the **last synced** column to see when an entry was last updated or processed. #### Ensuring Your Q\&A Entries Are Ready (Indexing Status) Once you add a Q\&A pair, the system needs a moment to process it before the chatbot can use it. The status column will show: | **Status** | **What it Means** | | :------------- | :------------------------------------------------------------------------------------ | | **Processing** | The system is currently indexing the Q\&A entry. | | **Indexed** | The entry was successfully added and is ready for the chatbot to use. | | **Failed** | An issue occurred. Please check the entry or the CSV file and re-upload if necessary. | # Facebook Comment Automation Source: https://help.aichat.com/messaging-channels/comment-automation Automatically reply to Facebook comments and send follow-up messages through Messenger to engage users directly from your posts and reels. ### **Before you begin:** Ensure your Facebook Page is integrated with your AiChat chatbot. If you have not connected your Facebook Page yet, complete the [Facebook Page connection setup](/social-messaging-channels/facebook/connecting-facebook) first. ## How Facebook Comment Automation Works When a user comments on a monitored Facebook post or reel: Image (28) 1. AiChat detects the comment 2. The automation checks if the comment matches your trigger rules 3. AiChat replies publicly to the comment (optional) 4. AiChat sends a private message to the user's Facebook Messenger inbox (optional) **Limitations:** * **First Level Only:** The bot only replies to new comments, not replies made to existing comments. * **DM Limit:** To prevent spam, the bot will only send one private Messenger DM per trigger event.   ## Configuration Guide ### Step 1: Create & Select Your Post * **Navigate:** Go to **Flows → Comment Automation** and click **Create comment automation**. * **Name it:** Enter an Automation Name and an optional description. * **Pick Content:** Select the published or scheduled Posts or Reels you want to monitor. You can use the search bar to find posts by their post caption or ID. Image (11) ### Step 2: Define the Trigger Decide exactly what a user needs to type to start the automation. * **Rule Type:** Choose Any Comment (triggers for everyone) or Keywords (triggers only for specific words). * **Keywords:** List variations like "#interested", "price", or "details". * **AI Matching:** Enable Contextual Matching so the bot understands intent even if the user has a typo. Image (12) * **Media (Optional):** You can require users to include an Image or Video in their comment to trigger a response. Image (13) * **Fallback:** Set a Default Reply for comments that don't match your keywords or arrive outside of your schedule. Image (14) ### Step 3: Set Your Responses Choose how the bot will interact with the user. * **Public Reply:** Type a message that appears directly under the user's comment (e.g: "We've sent you a DM!"). * **Private DM:** Select a Custom Message or a pre-made Automated Flow to be sent to the user's Messenger inbox. **Note:** Only one Messenger DM can be sent per trigger. Image (15) ### Step 4: Schedule & Launch Review your settings and turn the bot on. * **Timing:** Choose to Start Immediately or Schedule for later with a specific date and time. * **Activate:** Click Activate Automation to go live. Image (16) Once activated: * Users can trigger the automation by commenting on the selected post * Public replies will appear automatically * Messenger messages will be delivered based on your response setup ### Test the Automation After activation: 1. Open the monitored Facebook post 2. Add a test comment 3. Verify: * The public reply appears correctly * The Messenger DM is delivered * Keywords trigger correctly * Media requirements work as expected   # Connecting Facebook Source: https://help.aichat.com/messaging-channels/connecting-facebook Automate and reach your Facebook audiences # **Integrating your Facebook Page with AiChat allows you to:** * Monitor and respond to text messages in our multi-channel inbox.   * Increase customer engagement with 24/7 bot response * Boost customer conversion using flows to automate leads generation and other activation conversations. * Acquire new Facebook customers with Facebook Page Comment Automation # **How to Connect Your Facebook Page to the Chatbot** #### Requirements: * You, must be an administrator or have full control of Meta Facebook Page you wish to connect Connect Facebook Page ### **Step 1: Integrate Facebook Page in AiChat** 1. In your AiChat dashboard, go to **Settings → Channels → Facebook**. 2. Click **Enable Facebook for Your Business** and follow the prompts to link your accounts. 3. Select the Facebook page you want to connect, and select the Meta Business Profile you are using 4. Upon successful registration, you will return back to AiChat portal with page connected. ## **Step 2: Managing Your Facebook Integration in AiChat** Once your Facebook page is successfully integrated with AiChat, you can manage some essential options to engage with your Facebook audience. ### Facebook page You can customise the following Facebook specific engagements * **Default Starter Messages:** Displays to 4 starter messages that appears to only new Facebook conversations. \*\*Default Starter Messages \*\*Displays to 4 starter messages that appears to only new Facebook conversations. Facebook Customise Starter Messages * **Persistent Main Menu**: Displays up to 20 menu items that Facebook customers can access through the Messenger profile. Facebook Main Menu Action * **Menu Item Title**: Displays the menu item label on the menu, up to 30 characters * **Quick reply type**: When Facebook customers selects menu items of this type, the message is sent to our bot for processing like a normal message sent * **URL type**: Opens the built-in Facebook Messenger browser with the URL provided ### Disconnecting Facebook Integration You can disconnect your Facebook page from our AiChat platform at anytime. * Select **Disable Facebook Integration** to disconnect. * The chatbot will stop sending/receiving messages. * You can reconnect your Facebook page at any time to resume sending and receiving messages through the chatbot. # Connecting Instagram Source: https://help.aichat.com/messaging-channels/connecting-instagram Automate and engage with your Instagram audience. **Integrating your Instagram account with AiChat allows you to:** * Monitor and respond to Instagram Direct Messages (DMs in a unified inbox) * Provide 24/7 automated responses using chatbot flows * Engage users through comment-to-DM automation * Support live chat handoff to agents * Track Instagram conversation performance ## **How to Connect Your Facebook Page to the Chatbot** **Requirements:** Before connecting your Instagram account, ensure that: 1. **Use a Professional Account** * Your Instagram account must be a Business or Creator account. Personal accounts are not supported. * Learn how to [set up a professional account](https://help.instagram.com/502981923235522). 2. **Enable Messaging Access** * Ensure your Instagram messaging settings allow access to messages for connected apps. * Learn how to [manage access to Instagram messages across apps](https://help.instagram.com/585369912141614). 3. **Permissions** You must be an administrator or have full access to the Instagram account you wish to connect. Instagram Guidelines (1) ### **Step 1: Integrate Instagram Account in AiChat** 1. In your AiChat dashboard, go to **Settings → Channels → Instagram**. 2. Click **Connect Account** to start the integration process. 3. Sign in to your Instagram account through **Facebook (Meta)** when prompted. 4. Choose the Instagram account (linked to your Facebook Page) you want to connect. 5. After successful authorization, you will be redirected back to AiChat with the Instagram account connected. Instagram Connection (1)   ### **Step 2: Managing Your Instagram Integration in AiChat** After connecting, you can manage your Instagram account within AiChat. **Default Starter Messages** Displays quick reply options that appear when users start a new conversation. Image (23) Image (24) * You can add multiple starter messages for users to choose from * Each message is limited to 20 characters * Only one option can be enabled (Starter Messages or Welcome Message)   **Main Menu** Allows you to configure menu items accessible during conversations. * You can add menu items with different action types. Image (25) Image (26) **Menu Item Title:** Displays the label of the menu item (up to 30 characters) **Quick Reply Type:** When selected, the message is sent to the chatbot for processing like a normal user message **URL Type:** Opens a link in Instagram’s in-app browser ## Disconnect Instagram Integration You can disconnect your Instagram account from our AiChat platform at anytime. 1. Go to **Settings → Channels → Instagram** 2. Scroll to **Disable Instagram Integration** 3. Click **Disable Integration** Once disconnected: * The chatbot will stop sending and receiving messages * Automations and workflows will pause # Instagram Comment Automation Source: https://help.aichat.com/messaging-channels/instagram-comment-automation Automatically reply to Instagram comments and send follow-up messages through Instagram DM to engage users directly from your Instagram posts. ## Before You Begin Ensure your Facebook Page is integrated with your AiChat chatbot. If you have not connected your Instagram account yet, complete the [Instagram connection setup](/social-messaging-channels/instagram/connecting-instagram) first. ## How Instagram Comment Automation Works When a user comments on a monitored Instagram post: Image (27) 1. AiChat detects the comment 2. The automation checks if the comment matches your trigger rules 3. AiChat replies publicly to the comment (optional) 4. AiChat sends a private message to the user’s Instagram DM (optional) **Limitations:** * **First Level Only:** The bot only replies to new comments, not replies made to existing comments. * **DM Limit:** To prevent spam, the bot will only send one private Messenger DM per trigger event. ## Configuration Guide ### Step 1: Create & Select Your Post * **Navigate:** Go to **Flows → Comment Automation** and click **Create comment automation**. * **Name it:** Enter an Automation Name and an optional description. * **Pick Content:** Select the published or scheduled Posts or Reels you want to monitor. You can use the search bar to find posts by their post caption or ID. Image ### Step 2: Define the Trigger Decide exactly what a user needs to type to start the automation. * **Rule Type:** Choose Any Comment (triggers for everyone) or Keywords (triggers only for specific words). * **Keywords:** List variations like "#interested", "price", or "details". * **AI Matching:** Enable Contextual Matching so the bot understands intent even if the user has a typo. Image (12) * **Media (Optional):** You can require users to include an Image or Video in their comment to trigger a response. Image (13) * **Fallback:** Set a Default Reply for comments that don't match your keywords or arrive outside of your schedule. Image (14) ### Step 3: Set Your Responses Choose how the bot will interact with the user. * **Public Reply:** Type a message that appears directly under the user's comment (e.g: "We've sent you a DM!"). * **Private DM:** Select a Custom Message or a pre-made Automated Flow to be sent to the user's Messenger inbox. * **Note:** Only one Messenger DM can be sent per trigger. Image (15) ### Step 4: Schedule & Launch Review your settings and turn the bot on. * **Timing:** Choose to Start Immediately or Schedule for later with a specific date and time. * **Activate:** Click Activate Automation to go live. Image (16) Once activated: * Users can trigger the automation by commenting on the selected post * Public replies will appear automatically * Messenger messages will be delivered based on your response setup ### Test the Automation After activation: 1. Open the monitored Instagram post 2. Add a test comment 3. Verify: * The public reply appears correctly * The Instagram DM is delivered * Keywords trigger correctly * Media requirements work as expected ## Campaign Best Practices To avoid multiple automated responses being triggered for the same user comment, avoid creating campaigns that use: * The same Instagram post * The same keywords * Overlapping campaign dates **Example:** If two campaigns use the keyword `DM` on the same Instagram post during overlapping periods, multiple automated replies or DM flows may be triggered for the same comment. # Migrating WhatsApp number Source: https://help.aichat.com/messaging-channels/migrating-whatsapp-number You may have an existing WhatsApp number connected that your customers are speaking to, and you wish to switch them over to automate the conversations using AiChat's AI features. Your WhatsApp number maybe installed on one of the 3 Meta products: WhatsApp (Personal), WhatsApp Business & WhatsApp Business API (via Business Service Provider). Identify the correct one and follow our guide. # Migrating from WhatsApp (Personal) or WhatsApp Business If your number is registered on a WhatsApp (Personal) or WhatsApp Business app, you can easily migrate over the number to WhatApp Business API (WABA) on AiChat. Your WhatsApp number might be temporarily unavailable during the migration. Existing conversations in the WhatsApp app will not be migrated to AiChat and cannot be accessed after the number is disconnected. We recommended exporting conversations directly from the WhatsApp apps if required. ## Requirements 1. You must have access to the phone number you want to migrate. This number should be able to receive SMS or voice calls from an international number to complete verification by Meta. The phone number must not have any IVR system enabled. 2. You must have Meta Business Profile created. Learn how to [create a Meta Business Portfolio](https://www.facebook.com/business/help/1710077379203657). 3. You or the user doing the migration must have admin or full control role in the Meta Business Profile. ## Steps 1. Disconnect the number from the WhatsApp app ([How to disconnect](https://faq.whatsapp.com/2138577903196467/?cms_platform=android)). It may take up to 3 minutes for the disconnected number to become available. 2. Follow the steps [Guide to integrating WhatsApp](/GuidetoIntegratingWhatsApp) to create the WhatsApp Business API account (WABA) from our client portal. 3. During this migration period, any incoming customer messages will not be captured until our system has successfully linked the number. We recommend to perform migration during a low-traffic period.   # Migrating WhatsApp Business API Account from another BSP If your number is already registered with another Business Service Provider (BSP), you will need to perform additional steps to migrate. Your WhatsApp number might be temporarily unavailable during the migration.  When migrating from another BSP, only display name, messaging limits, Official Business Account status and approved WhatsApp Templates are migrated to AiChat. Existing WhatsApp charges still remains with your incumbent BSP and not migrated to AiChat. ## Requirements 1. The original WABA status must be approved, and Business Verification completed and approved 2. Ensure the Currency is set to USD. AiChat only supports USD currency. You can check from Meta Business Portal, under Business Settings → Assets → WhatsApp Accounts → Selected WhatsApp account. If a different currency is set, you will have to create WABA without migration. See Troubleshoot for more information. 3. Disable 2FA in the source WABA, if it was enabled. Learn [how to disable](https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/phone-numbers#disabling-two-step-verification). 4. The original phone display name must be approved, and cannot be associated with pending display name change requests. 5. Have access to the phone number you want to migrate. This number should be able to receive SMS or voice calls from an international number to complete verification by Meta. The phone number must not have any IVR system enabled. ## Steps 1. Disabled 2FA in the source WABA. 2. Follow the steps [Guide to integrating WhatsApp](/GuidetoIntegratingWhatsApp) to create the WhatsApp Business API account (WABA) from our client portal. Select the source WABA and the same phone number. You may be asked to verify the phone number by receiving a SMS or voice call. 3. During this migration period, any incoming customer messages will not be captured until our system has successfully linked the number. We recommend to perform migration during a low-utilization period. # Troubleshooting AiChat payment with Meta is set to accept USD only.  If your source WABA is not in USD, you will not be able to do a switch and retain existing WhatsApp number status.  You will need to delete the phone number from WhatsApp Mananger. 1. Go to [WhatsApp Manager Portal](https://business.facebook.com/wa/manage) → select the source WABA → go to Phones Numbers to view the list of connected phone numbers. 2. Click on Delete button and confirm the deletion.  It may take up to 5 minutes for the disconnected number to become available. 3. Follow the steps [Guide to integrating WhatsApp](/GuidetoIntegratingWhatsApp) to create the WhatsApp Business API account (WABA) from our client portal as if it is a new WABA. # Product Catalog Source: https://help.aichat.com/productcatalog The Product Catalog feature enables businesses to showcase their products within the chatbot, making it easier for customers to explore and interact with available offerings. The Product Catalog lets you show your products inside the chatbot so customers can easily browse and interact with your offering. Use the catalog when your chatbot needs to: * **Suggest Products:** Recommend items based on customer requests. * **Compare Products:** Show features side-by-side to help with decisions. This improves the shopping experience by making product discovery easier.  *Note: our catalogue provides a more meaningful structured way for AI to understand your product information vs crawling products directly from your website. You can use product catalogue for any types of products, including events, promotions.* # How to Access 1. Go to **Product Catalog** in the left-side menu. 2. The dashboard shows your product list with details like **Name, SKU, Status, Tags, Price, and Date Created**. *(Note: The list is empty until you add products.)* ## How to Import Products (via CSV) 1. Click the green **Import CSV** button (top right). 2. A pop-up window will open. 3. **Download the sample file** first to ensure your file has the correct format. 4. Upload your CSV file: * Drag and drop the file. * *OR* Click **Browse Files** and select it. 5. *(Optional)* Enter your website's **URL handle** to link to product details. 6. Select the **Currency**. Click **Import CSV**. Howtoimport Products **Product Display & Recommendations**\ After you upload your product catalog, the items will appear in the system. The chatbot will then use customer questions to recommend products, showing users what's available and relevant. E Sim Bot ## Best Practices for Managing the Product Catalog * Ensure CSV files follow the correct format using the sample file provided. * Regularly update the product list to reflect stock availability and pricing changes. * Use relevant tags to enhance product searchability within the chatbot. * Optimize product descriptions to provide clear and concise details. # Role-Based Access Control (RBAC) Source: https://help.aichat.com/rbac Control what your team can view and do in AiChat by assigning roles. Role-Based Access Control (RBAC) allows you to define access for each user based on their responsibilities. This helps protect sensitive data while ensuring your team has the appropriate level of access ## How Roles Work Roles in AiChat are designed to be flexible and mutually exclusive where available: * **Mix and Match Roles:** You can assign multiple roles to a single user. * **Permissions Stack:** When a user has multiple roles, their permissions are combined. For example, someone with both *Support Agent* and *Campaign Manager* roles can reply to customers and manage marketing . * **See vs. Do:** Most areas in AiChat are viewable by everyone. However, taking action (like replying or editing) requires a specific role. Without the right role, a "restricted access" message will appear. * **Privacy First:** Modules with customer data (like Conversations and Tickets) are hidden by default . To see them, a user must be assigned a *Support* or *Customer Data* role . * **Project Access:** Users must be assigned to a specific project before they can access any features within it. ## Managing roles Learn how to assign and manage roles for your team. **Assign a role** 1. Go to **Settings → Members & Roles** 2. Select an existing user or add a new user 3. Assign one or more roles 4. Click **Save** **Updating Access** You can update or remove roles at any time. Removing a role immediately revokes the features granted by that specific role. ## Roles and permissions ### **Administration & Infrastructure** | **Role** | **Description** | | :------------------------ | :--------------------------------------------------------------------------------------------------------- | | **Organization Owner** | Full access to all features, including billing, members, and all modules. Direct access to all projects. | | **Project Administrator** | Manages project setup, settings, members, and integrations. Must be added to specific projects for access. | | **Channel Manager** | Manages messaging channels such as WhatsApp, Facebook, and Web Widget | | **Integration Manager** | Manages third-party integrations such as HubSpot and Shopify | Only **Organization Owner** has automatic access to all projects. All other roles must be added to specific projects. ### **Support & Customer Experience** | **Role** | **Description** | | :---------------------------- | :----------------------------------------------------------- | | **Support Manager** | Manages support operations, ticket assignment, and workflows | | **Support Agent** | Handles customer conversations and assigned tickets | | **Support Viewer** | View-only access to conversations, tickets, and customers | | **Conversational AI Manager** | Manages chatbot configuration and knowledge base content | | **Flow Manager** | Creates and manages automation flows and system events | | **Campaign Manager** | Manages broadcasts, drip campaigns, and marketing automation | | **Customer Data Manager** | Manages customer profiles and data records | ## Restricting Access with Customer Data Following modules contain customer data require explicit role assignments to view and take action * **Conversation:** Support roles required to view and take any action * **Tickets:** Support roles required to view and take any action * **Customers:** Customer Data Manager roles required to view and import custoemrs **Conversation Action** | **Action** | **Support Manager** | **Support Agent** | **Support Viewer** | | :-------------------------- | :------------------ | :---------------- | :----------------- | | **View conversations** | Yes | Yes | Yes | | **Join conversations** | Yes | Yes | No | | **Reply to customers** | Yes | Yes | No | | **Assign/reassign tickets** | Yes | Limited | No | **Pro Tip:** If a user cannot see conversations, they are likely missing an assigned Support role. # Remove and Edit Team Members Source: https://help.aichat.com/removeteam To remove or edit a role, simply click the three-dot icon. Removeandeditrole Pn After entering all the details, your business profile account will be fully set up and ready for use. This allows you to access all available features and functionalities within AiChat platform. If you need to update or modify any information, simply navigate to the **Settings** option at the bottom right of the content dashboard. Contentsetuplaspage Pn # Configure Single Sign-On (SSO) Source: https://help.aichat.com/single-sign-on This feature is only available at request. Please contact [support@aichat.com](mailto:support@aichat.com) for more information to enable this feature. Single Sign-On (SSO) simplifies user access and strengthens account security by allowing your team to sign in to AiChat through your organization’s centralized Identity Provider (IdP). ## Prerequisites Before configuring SSO, make sure the following requirements are met: * **AiChat administrator access:** You must be an Organization Administrator for the organization you want to configure. * **Identity Provider permissions:** You must have sufficient administrator permissions in your Identity Provider to create and configure an OIDC or SAML application. * **Populated email fields:** AiChat uses email addresses to identify and match user accounts. Each directory user must have a valid email address that matches the email used for their AiChat account. * **SSO feature access:** SSO must be enabled for your organization according to your subscription or contract. ## Supported Identity Provider AiChat currently supports the following Identity Providers: | **Provider** | **Protocol** | | ------------------ | ------------------------------------------------- | | Microsoft Entra ID | OpenID Connect (OIDC) | | Google Workspace | Security Assertion Markup Language 2.0 (SAML 2.0) | ## Admin Setup and Sign-In Controls As an Organization Administrator, you can add, test, and activate an SSO connection from your organization settings. Once the SSO feature is enabled, you can control which sign-in methods members of your organization are allowed to use. At least one of the following sign-in methods must remain enabled: * **Magic Link:** Authentication using a link sent to the user’s email address. This method is default option. * **SSO:** Authentication through the organization’s configured Identity Provider. This method requires the SSO feature to be enabled. ## SSO User Exception List You can add selected users to the SSO exception list. Users on this list are not required to use SSO and can sign in using another authentication method enabled for the organization. This option may be useful for approved external users, service accounts, or administrators who require an alternative sign-in method. ## End-User Login Flow To access an SSO-enabled organization: 1. The user opens the organization-specific AiChat login page. 2. The user selects **Sign in with SSO**. 3. AiChat redirects the user to the organization’s configured Identity Provider. 4. The user completes authentication with the Identity Provider. 5. After successful authentication, the user is redirected to the organization dashboard in AiChat. # Setting up SSO Connection ### Microsoft Entra ID can be connected to AiChat using OpenID Connect (OIDC). Before you begin, open AiChat App and the Microsoft Entra admin center in separate browser tabs. You will need to copy information between the two platforms during the setup. ### Information Exchange During Set Up | **Copy from** | **Information** | **Paste Into** | | :----------------- | :------------------- | :----------------- | | AiChat App | Redirect URL | Microsoft Entra ID | | Microsoft Entra ID | Diectory (tenant) ID | AiChat App | | Microsoft Entra ID | Client (tenant) ID | AiChat App | | Microsoft Entra ID | Client Secret Value | AiChat App | Copy all URLs and identifiers exactly as displayed. Changing a character or removing a trailing slash may cause the connection test to fail. ### Step 1: **Start the connection in AiChat App** Image (15) 2 1. Sign in to AiChat as an Organization Administrator or Security Manager. Open the organization you want to configure. 2. Create a new SSO connection by going to Settings > Authentication > SSO, and click on \[+ Add connection] 3. In new SSO Connection, input the following 1. Display Name: this name will appear on AiChat Login screen when there is more than 1 SSO connection available 2. Connection Type and Identify Provider: Select **OIDC →** **Microsoft Entra ID** 3. Click **Create new connection**. On the next screen, you’ll be asked to enter more information obtained from Microsoft Entra ID. Aichat SSO Page **Keep this page open. You will return to it after configuring the application in Microsoft Entra ID** ### Step 2: **Register AiChat in Microsoft Entra ID** Image (17) 1. Sign in to the **Microsoft Azure portal**, then open **Microsoft Entra ID**. 2. From the left navigation menu, select **App registrations**, then click **+ New registration**. 3. Complete the application details: * **Name:** Enter a recognizable name, such as `AiChat – [Organization name]`. * **Supported account types:** Select **Single Tenant only**, since only your Azure directory will be integrating with AiChat * **Redirect URI:** Leave this blank for now. You will configure it in a later step. 4. Click **Register**. You will be redirected to the application’s **Overview** page. Image (18) ### Step 3: **Complete the connection in AiChat App.** 1. From the application’s **Overview** page in Microsoft Entra ID, copy the following values into the corresponding AiChat fields: 1. Copy **Directory (tenant) ID** into **Directory (tenant) ID**. 2. Copy **Application (client) ID** into **Client ID**. 2. Create a client secret: 1. Under **Client credentials**, select **Add a certificate or secret**. 2. Select **+ New client secret**. 3. Enter a description, choose an expiration period, and click **Add**. 4. Immediately copy the secret from the **Value** column. 5. Paste it into the **Client Secret** field in AiChat. Image (20) 1 **Important:** Copy the client secret **Value**, not the **Secret ID**. The Value is displayed only once. 3. Click **Done** in AiChat to test the connection. 4. If the connection is successful, continue to the next step. If it fails, verify the Tenant ID, Client ID, and Client Secret, then test the connection again. ### Step 4: **Add AiChat redirect URI to Microsoft Entra ID** 1. Copy the **Redirect URL** from AiChat. 2. In Microsoft Entra ID, go to **App registrations > \[your registered application] > Authentication**. 3. Under **Redirect URI tab**, click **Add Redirect URI**. 4. Select **Web**. 5. Paste the AiChat **Redirect URL** into the **Redirect URIs** field. 6. Click **Configure** to save the redirect URI. Image (21) 1 ### Step 5: **Setup email claims in Azure App Registration** 1. Under App Registration > Token Configuration, go to **+ Add optional claim** 2. Add both ID and Access Token Type with **email** as claim. You should have 2 email claims in the list Image (22) ### Step 6: **Configure API permissions** 1. In Microsoft Entra ID, go to **App registrations > \[your application] > API permissions**. 2. Click **Add a permission**, then select **Microsoft Graph > Delegated permissions**. 3. Search for and select these permissions: * `email` * `openid` * `profile` * `User.Read` 4. Click **Add permissions**. 5. To approve the permissions for all users, click **Grant admin consent for \[your organization]**, then confirm by clicking **Yes**. Image (23) 1 Image (24) 1 ### Step 7: **Add users and test SSO** 1. Add or invite users to your organization in AiChat platform, then test the SSO connection. 2. Ensure each user’s email address in AiChat matches the **Email** property in Microsoft Entra ID to identify and match the user during SSO authentication. Ensure each user’s email address in AiChat exactly matches their **primary email address** in Google Workspace. Enabling access to the Google SAML app does not automatically create an AiChat user account. Image (25) 1 ### Connect using Google Workspace SAML Before you begin, open the **Google Admin console** and **AiChat Platform** in separate browser tabs. You will need to copy configuration details between the two platforms. ### Prerequisites Before starting, ensure that: * SSO is enabled for your organization in AiChat. * You have **Owner or Organization Administrator** access in AiChat. * You are signed in to Google Workspace as a **Super Administrator**. * Each user has a valid primary email address in Google Workspace. AiChat uses this email address to identify and match users. ### Information exchanged during setup | Copy from | Information | Paste into | | :--------------- | :----------- | :--------------- | | Google Workspace | Entity ID | AiChat | | Google Workspace | SSO URL | AiChat | | Google Workspace | Certificate | AiChat | | AiChat | ACS URL | Google Workspace | | AiChat | Audience URI | Google Workspace | Copy all URLs, identifiers, and certificate information exactly as displayed. Changing a character, adding spaces, or removing a trailing slash may cause the connection test to fail. Image (26) 1 ### Step 1: Start in AiChat Platform 1. Sign in to the **AiChat Platform**. 2. Go to **Settings > Authentication > SSO**. 3. Click **+ Add connection**. 4. Complete the following fields: * **Display Name:** Enter a recognizable name, such as `Google Workspace`. This name appears on the AiChat login screen when more than one SSO connection is available. * **Identity Provider:** Select **Google Workspace**. * **Connection Type:** Select **SAML**. 5. Click **Create new connection**. 6. Keep this browser tab open. The next screen contains information you will need when configuring Google Workspace. ### Step 2: Create a custom SAML app in Google Workspace Image (27) 1 1. In a separate browser tab, sign in to the [Google Admin console](https://admin.google.com/). 2. Go to **Apps > Web and mobile apps** Image (28) 1 3. Click **Add app > Add custom SAML app**. 4. Enter an app name to help you identify it will be integrating with AiChat platform 5. Click **Continue**. ### Step 3: Copy Google Workspace information to AiChat On the **Google Identity Provider details** page, copy the following information into AiChat: 1. Copy **Entity ID** and paste it into **IdP Entity ID**. 2. Copy **SSO URL** and paste it into **IdP SSO URL**. 3. Certificate contents → X509 Certificate Image (29) ### Step 4: Add AiChat service provider details to Google Click next on Google "Add custom SAML app". Copy the following values from AiChat to Google 1. **ACS URL → ACS URL** 2. **Audience URI → Entity ID** 3. Under NAME ID, leave ID Format as **UNSPECIFIED**, and Name ID as **Basic Information > Primary Email** 4. Click **Continue**. Image (31) Image (32) ### Step 5: Configure the email attribute 1. Under **Attribute mapping**, click **Add mapping**. 2. Configure the mapping: * **Google Directory attribute:** Select **Basic Information > Primary email**. * **App attribute:** Enter `email`. Image (34) 3. Click **Finish** to create the SAML app. ### Step 6: Enable user access The new SAML app must be enabled before users can sign in. 1. Open the newly created **AiChat Platform** SAML app. 2. Click **User access**. 3. Choose who can use the app: * Select **On for everyone** to enable access for the entire organization. * Select specific organizational units or access groups to limit access. 4. Click **Save**. Google Workspace changes can take up to 24 hours to apply, although they usually take effect sooner. Image (35) ### Step 7: Test and save the connection 1. Return to the **AiChat Platform**. 2. Click **Test connection**. 3. Sign in with an authorized Google Workspace account when prompted. 4. After the test is successful, save and activate the connection. Ensure each user’s email address in AiChat exactly matches their **primary email address** in Google Workspace. Enabling access to the Google SAML app does not automatically create an AiChat user account. ## Additional authentication settings After activating SSO, an Organization Administrator can configure using various login methods that are available. At least one login method must remain enabled. You can also exclude selected users from mandatory SSO. This allows those users to sign in using another enabled authentication method if your identity provider is temporarily unavailable. The SSO name can be changed later, subject to availability. SSO names are assigned on a first-come, first-served basis. # Subscription Plans Source: https://help.aichat.com/subscriptionplans ## Which plan is right for me? AiChat offers a couple of plans that is based on your business needs **SOLO** perfect for solopreneurs, freelancers. We offer 200 conversations credits, or approximately 4000 messages automatically handled by chatbot monthly. This credits resets every billing month **TEAM** when you require a group of users who assist with live chat. We offer 800 conversations, or approximately 16000 messages automatically handled by chatbot monthly, and up to 3 seats. ## Upgrading your account * You can upgrade tier at any time from Free or any Paid plan. * If you are upgrading from a paid tier to a higher tier (e.g. from SOLO to TEAM), we will pro-rate you the current plan and use the difference to offset the higher plans' price. * You will also start a new billing cycle starts on date of purchase which provides a new set of conversation credits based on the newly purchased plan. ## Downgrading your account * You can downgrade at anytime * Your new plan will activate in the next billing cycle, including newly adjust monthly conversation credits. * If you are on annual payment mode, the new plan will activate at the end of the annual billing cycle ### Cancelling your subscription plan * You can cancel your plan at anytime * Your account will remain active until the end of the billing cycle. * If you wish to stop any chatbot activities, remove the widget script from your website. ### What happens when you have zero credits * All automated chatbot responses will stop until credits are top up. * You can engage with customers directly by speaking to them directly in the conversation module. # Testing Your Chatbot Source: https://help.aichat.com/testing-chatbot Test out your chatbot before you install on your website After you have updated your Knowledge Base, fine-tuned your chatbot personality or created flows, you can test them out in the Playground before you install on your website. Screenshot2025 03 28at11 38 39PM Pn In Knowledge Base or Flows, find the button `Go to Playground` and you will brought to a separate Playground page where you can experience your chatbot. Screenshot2025 03 28at11 37 13PM Pn # Helpdesk Ticketing Source: https://help.aichat.com/untitled-page-2 Create, assign, manage, and resolve customer support requests in Ticketing. Ticketing is currently available for Enterprise only. Please contact [support@aichat.com](mailto:support@aichat.com) for more information to enable this feature. Manage customer support requests from creation to resolution. The Ticketing module allows your support team to continue conversations that require human assistance. When customer requests help through the chatbot, a support ticket is automatically created, allowing agents to track, manage, and resolve the request from a single workspace. ## Before you begin Complete these setups tasks before agents start handling tickets: * Ticketing is enabled for your chatbot. * Agents and supervisors have been added and agents are online. * Ticket assignment settings have been configured. * Operating hours and SLA policies are configured based on your support requirements. ## How Ticketing Works Image (13) 1 ## Enable Ticketing Before using Ticketing, create a support team and add the agents who will handle customer requests.  Go to **Settings → Support Teams →+Create Team → Create Team.** Add suitable name and description. Click the Support Team created, go to **Add Agents** and select **required agents** to be in the team. IMG 2400 Ezgif Com Video To Gif Converter 1 ## Working with Tickets After a ticket has been created, agents can manage all support requests from **Customer Support → Tickets**.  The Tickets dashboard provides a centralized view of every customer request, making it easy to prioritize work, monitor ticket progress, and meet SLA targets. Working With Ticket Img ## Viewing Tickets Tickets are organized into the following statuses to help you quickly identify requests that need attention: | Status | Action | | ----------- | ------------------------------------- | | All | Displays every ticket. | | In Progress | Tickets currently being handled. | | Pending | Waiting for customer or agent action. | | Snoozed | Temporarily paused tickets. | | Resolved | Completed tickets. | Each ticket shows key details such as the **Ticket ID, Reason, Topic, Status, Assignee, and SLA**. The SLA status helps agents identify which tickets require attention based on response and resolution targets. ## Managing Ticket * Opening a ticket gives agents everything needed to continue helping the customer without losing context. * The ticket includes the customer's contact information together with the complete conversation history collected by the chatbot, allowing agents to understand the issue before responding. * Agents also receive in-app notifications and email alerts when new tickets are assigned, including requests created outside working hours. * From the ticket workspace, agents can: | Action | Description | | ----------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------- | | Reply | Respond using text, attachments, AI-generated replies, or saved shortcuts. | | Manage Multiple Tickets | Work on multiple assigned tickets within your configured ticket capacity. | | Snooze | Temporarily pause a ticket while waiting for more information or further investigation. Snoozed tickets don't count toward your active ticket limit. | | Reassign | Transfer the ticket to another agent or team when additional expertise is required. | | Unassign | Return the ticket to the queue if you're unavailable. Supervisors can then reassign it to another agent. | | Resolve | Close the ticket after the customer's issue has been resolved. Resolved tickets contribute to SLA reporting and performance metrics. | ## Configuring Tickets Administrators can configure how tickets are created, assigned, and managed to match their support workflow. They can also manage response shortcuts to help agents respond faster and more consistently. ### Ticket Creation Ticket creation determines how chatbot conversations become support tickets. By default, Ticketing creates a support ticket after collecting the customer's details and automatically includes the complete conversation history. Ticketing Flow You can customize the **trigger phrases, required customer information, confirmation and error messages, and agent notifications** based on your support workflow. ### Team Assignment Support teams help organize agents and ensure tickets are assigned to the right people. Image (36) Add agents and supervisors, assign skills, monitor their Online or Offline availability, and decide whether teams should inherit global settings or use their own configuration. Tickets can then be assigned **manually or automatically using load balancing**. You can also set the maximum active tickets per agent and define what happens when agents reach capacity. ### Operation Hours & SLA Operating Hours determine when your support team is available, while SLA policies define how quickly requests should be handled. 1. **Operating Hours** Configure your support schedule by setting your **business hours, time zone, and public holidays**. Operation (3) Tickets created outside working hours remain in the queue until support resumes. 2. **SLA Policies** SLA (2) (2) 3. **Define your service targets using:** | **SLA Metric** | **Description** | | :---------------------------- | :-------------------------------------------------- | | **First Response Time (FRT)** | Time taken to send the first response. | | **Next Response Time (NRT)** | Time between subsequent customer and agent replies. | | **Resolution Time (RT)** | Total time taken to resolve a ticket. | > SLA performance is tracked for every ticket and helps supervisors monitor compliance, identify breaches, and prioritize urgent requests. #### 4. Notifications & Customer Queue Notifications help your support team stay informed throughout the ticket lifecycle, while queue settings improve the customer waiting experience. Configure notifications for **new assignments, reassignments, unassigned tickets, after-hours requests, SLA breaches, and queue backlogs** so your team can respond to important ticket updates promptly. Q (2) For customers waiting in the queue, you can display their **estimated wait time, queue position, and maximum wait time**, and provide a confirmation message if they choose to leave the queue ## Monitoring Ticket Performance Once Ticketing is in use, supervisors can use the **Analytics** dashboard to monitor support performance, review ticket topics, identify request trends, and improve routing and reporting. Image (37) Analytics provides valuable insights into your team's performance, helping identify trends, improve workflows, and maintain service quality. Available reports include: | **Metric** | **Purpose** | | :--------------------------- | :--------------------------------------------------- | | Ticket Volume | Track incoming customer requests. | | Queue Performance | Monitor ticket handling efficiency. | | SLA Compliance | Measure SLA performance and breaches. | | Agent Performance | Evaluate individual agent productivity. | | Customer Satisfaction (CSAT) | Measure customer experience after ticket resolution. | Regularly reviewing these reports helps ensure your support operations continue to improve. # Setup your bot in 10mins - Video Walkthrough Source: https://help.aichat.com/video-walkthrough Description of your new file.