Visitors often have a quick question before they buy or book. The website chatbot answers them straight away, day or night, using only what is on your website and in your knowledge base. When it cannot help, it takes their email address and passes the conversation to your team as a help desk ticket.
Before you start
- You need a website made with the website builder. Each reply uses AI credits.
- The chatbot answers from your published pages and knowledge base articles, so make sure they cover the questions people ask. See manage content and your knowledge base.
Set it up
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Open the chatbot settings
In the website builder sidebar, open Live Chat and switch the assistant on.
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Give it a name and a greeting
Choose the assistant's name, the label on the button visitors click, the greeting they see first and the hint in the message box.
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Match your colours
Pick an accent colour so the chat window matches your website.
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Tell it how to talk
Under persona, write a few instructions, such as Be friendly and concise, or Always mention our free UK delivery. It already knows your published pages and knowledge base, so you do not need to paste them in.
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Save
Save and the chat button appears on your website.
When it cannot help
If a visitor asks something the chatbot cannot answer from your website, it offers to pass them to your team. They leave their email address, and a help desk ticket is created with the whole conversation, so your team can pick it up without asking them to repeat themselves. See set up your help desk.
Running out of credits? If there are no AI credits left, the chatbot stops answering and offers the hand off to your team instead, so visitors are never left without a way to reach you.
The more useful your knowledge base, the more questions the chatbot can answer on its own. Each ticket it hands over is a good hint about an article worth writing.