Turn on and tune the AI agent

Bot name, messages, guardrails, pause-when-agent-active, and credit usage.

Written by Godswill

Available on Growth and Enterprise under Knowledge → AI & Copilot.

Enable the bot

  1. Open the AI bot tab.

  2. Turn the bot on and set Bot name (customers see this in the widget).

  3. Configure Greeting, Handoff message, and No-answer message.

  4. Set Max answers per conversation to avoid endless bot loops.

Guardrails

Setting

What it does

Grounded answers only

Answers only from your knowledge

Redact personal data

Masks sensitive data before model calls

Pause when a teammate is active

Bot steps back when a human is assigned or has replied

Custom instructions

Use Custom instructions for tone (formal vs friendly), topics to avoid, and when to hand off—for example billing disputes or legal requests.

Credits

AI usage draws from monthly AI credits (workspace pool plus per-seat allowance on Growth). Monitor Usage and set a Monthly budget cap if needed.

Widget experience

While the bot thinks, visitors see staged progress (Checking, Searching, Writing). When you join, they see your photo and a has taken over the chat notice.

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