Knowledge base

The knowledge base only produces a reply. It does not change an order, send email, or call another system. When it is not confident, it hands off to a person. Assistant modes are in AI replies & handoff.

ConsoleLive chatKnowledge base

Two entry types

Type	How it is used
Q&A	If the normalized question equals the visitor's line, or the message contains every keyword, the stored answer is sent as written and does not use an AI call
Document	Split into passages of about 600 characters. When no Q&A matches, full-text search takes the highest-scoring passages and the model drafts from them

Search is a database full-text index in natural-language mode, not a vector store. A score that is too low counts as no match. If the model decides the material is not enough, the reply carries an internal handoff mark the visitor never sees. Playground runs the same path, spends no quota, and creates no conversation.

The number of entries depends on the plan. See Billing & quotas. A document can be imported from the text of a public page and then split.

Drafts from past chats

On Draft inbox, click Generate from conversations. The job takes visitor questions and agent replies from conversations resolved in the last 30 days and merges them into Q&A drafts. A site can generate once every 24 hours. Each batch uses 1 AI call. Approve a draft to make it a Q&A entry, or dismiss it. Nothing goes live by itself.

Pinned FAQ

Pinned Q&A entries show in the visitor-facing FAQ. Opening an answer does not create a conversation and does not use quota. Not solved or a request for a person opens a conversation and brings the question to an agent.

AI replies & handoff

The AI assistant only drafts a message from the knowledge base. It cannot place an order, edit an account, or operate your site. How to write the material is in Knowledge base.

ConsoleLive chatChat settingsAI assistant

Three modes

Mode	Behavior
Off	No automatic answers
Only when all agents are offline	A person answers while someone is online. When everyone is offline, or outside office hours, the AI answers first. A handoff with nobody online shows the message form
AI answers first	Every visitor line goes through the knowledge base. It stops when an agent takes the chat, replies in person, or the visitor asks for a person

• An exact Q&A match is sent as stored and does not use an AI call. Otherwise the model drafts from retrieved document passages.
• Before the first reply, the visitor is told they are talking to an AI. That notice cannot be turned off. AI messages carry an AI label.
• Max AI turns per conversation is from 1 to 20, default 6. Past that, the chat hands off.
• If the knowledge base has no enabled entries, the AI does not answer.
• Assistant name can be changed. AI opening line is sent once, before the AI first speaks in that conversation.

Handoff and failure

The inbox labels the reason: no knowledge match, the model cannot answer, the visitor asked, the turn limit, or an agent took over. The visitor sees the Handoff message you wrote. If you leave it empty, the visitor sees a default line in their interface language ("Connecting you to a human agent, one moment…" in English), or a prompt to leave an email and question when nobody is online.

When the quota is used up or the model call fails, the visitor is not shown an error. The chat hands off. If no agent is online, the window becomes the message form. AI calls are counted for the site owner for the month and include translation. See Billing & quotas.

In the inbox, you can click Fix & save on a wrong answer to store it as a Q&A entry. The next time the same question comes in, the stored answer is sent without asking the model.