Overview
Webchat Bots lets you create a chat entry point that can be shared on your website so visitors can talk to your AI customer support. You can configure branding, a system prompt, and attach AI Knowledge Base entries as the bot’s knowledge source.
What you can do
- Create/update/delete webchat bots and manage display name, icon, and background.
- Set a system prompt to make the bot’s tone and behavior consistent.
- Attach AI Knowledge Base entries (knowledge_ids) to improve answer accuracy and consistency.
How it works (high level)
- Create a bot and set a unique_name (used in the URL).
- Select AI Knowledge Base entries to define the knowledge scope the bot can use.
- Share the Webchat URL or QR code; conversations can then be handled in Omni-Chats.
How it relates to other apps
AI Knowledge Base
You can attach AI Knowledge Base entries (knowledge_ids) when creating or updating a bot. This content acts as the main knowledge source for responses—store FAQs, policies, SOPs, and product info there.
Contacts
When a webchat user starts a conversation (handled via the AI customer support flow), the system can automatically create or update a Contact record for follow-up and cross-channel identification.
Omni-Chats
All webchat conversations show up in Omni-Chats, where your team can review messages, follow up with customers, and take over manually when needed.