{"Status":true,"Message":"","Response":{"post":{"postuid":"cef7b22b-f2e9-4a0b-a288-baf4829a3ec7","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Configuring the Chat AI Agent","slug":"article/configuring-the-chat-ai-agent","html":"\u003Cp\u003EThe AI agent answers visitors first, using only your published HelpGuides articles. You control its name, tone and length, give it guidance, and decide when it hands off to your team. All of this is under \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EMessenger settings\u003C/b\u003E, then \u003Cb\u003EAI agent\u003C/b\u003E.\u003C/p\u003E\u003Ch2 id=\u0022how_the_ai_answers\u0022\u003EHow the AI answers\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EIt works out what the visitor wants: a question, a person, small talk, or they\u0027re done. It also rewrites follow-ups (\u0022what about on mobile?\u0022) into complete questions.\u003C/li\u003E\u003Cli\u003EIt searches your published articles in the most relevant \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003Eknowledge sources\u003C/a\u003E.\u003C/li\u003E\u003Cli\u003EIt writes an answer from those articles, streamed word by word, and lists the articles it used as \u003Cb\u003ESources\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003EIt asks \u0022Did that help?\u0022 with \u003Cb\u003EThat helped\u003C/b\u003E and \u003Cb\u003ETalk to a person\u003C/b\u003E buttons.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003EIf your articles don\u0027t contain the answer, the AI says so and offers the team. It never uses outside knowledge and never guesses. If a question could mean several things, it asks one short clarifying question first. It replies in the visitor\u0027s language.\u003C/p\u003E\u003Ch2 id=\u0022settings\u0022\u003ESettings\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003ESetting\u003C/th\u003E\u003Cth\u003EDefault\u003C/th\u003E\u003Cth\u003EWhat it does\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003ELet the AI agent answer first\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EOff sends every conversation straight to your team\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAgent name\u003C/td\u003E\u003Ctd\u003EAI Agent\u003C/td\u003E\u003Ctd\u003EShown to visitors with an \u0022AI\u0022 label\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ETone\u003C/td\u003E\u003Ctd\u003EFriendly\u003C/td\u003E\u003Ctd\u003EFriendly, Professional, Neutral or Playful\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAnswer length\u003C/td\u003E\u003Ctd\u003EStandard\u003C/td\u003E\u003Ctd\u003EConcise (a few sentences), Standard (about 150 words) or Thorough (about 300 words)\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EWelcome message\u003C/td\u003E\u003Ctd\u003E(blank)\u003C/td\u003E\u003Ctd\u003EThe first thing visitors see in a new conversation\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EGuidance\u003C/td\u003E\u003Ctd\u003E(blank)\u003C/td\u003E\u003Ctd\u003EInstructions for how the AI should behave\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAsk \u0022Did that help?\u0022 after answers\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EShows the That helped and Talk to a person buttons\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EHand off when a visitor is frustrated\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EBrings in your team when a visitor is upset or the answers aren\u0027t helping\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EHand off the first time the agent can\u0027t answer\u003C/td\u003E\u003Ctd\u003EOff\u003C/td\u003E\u003Ctd\u003EWhen off, the AI hands off after two unanswered questions in a row\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch2 id=\u0022writing_good_guidance\u0022\u003EWriting good guidance\u003C/h2\u003E\u003Cp\u003EGuidance shapes how the AI answers, not what it knows. It still answers only from your articles. Good guidance is short and specific:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u0022Always mention the 14-day free trial when asked about pricing.\u0022\u003C/li\u003E\u003Cli\u003E\u0022Refer billing disputes and refund requests to the team.\u0022\u003C/li\u003E\u003Cli\u003E\u0022Call our customers \u0027members\u0027.\u0022\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EIf the AI keeps getting a topic wrong, the best fix is usually a clearer article, not more guidance.\u003C/p\u003E\u003Ch2 id=\u0022when_the_ai_hands_off\u0022\u003EWhen the AI hands off\u003C/h2\u003E\u003Cp\u003EThe conversation goes to your team when:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003Ethe visitor asks for a person, or clicks \u003Cb\u003ETalk to a person\u003C/b\u003E;\u003C/li\u003E\u003Cli\u003Ethe visitor seems frustrated (if that setting is on);\u003C/li\u003E\u003Cli\u003Ethe AI can\u0027t find an answer twice in a row, or once if configured;\u003C/li\u003E\u003Cli\u003Esomething goes wrong, or the AI takes too long.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EThe visitor is told the team has been brought in. If nobody is online, they\u0027re asked for an email so the team can follow up. Your team gets a short AI-written summary of the conversation, and is alerted as set up in \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022questions_while_waiting_for_a_person\u0022\u003EQuestions while waiting for a person\u003C/h2\u003E\u003Cp\u003EIf a visitor asks another question while they\u0027re waiting for your team, the AI acknowledges it and asks whether it should try to answer in the meantime (\u003Cb\u003EYes, please answer\u003C/b\u003E or \u003Cb\u003ENo, I\u0027ll wait for the team\u003C/b\u003E). With Yes, the AI keeps answering until a teammate takes over, and the conversation stays in your team\u0027s queue.\u003C/p\u003E\u003Ch2 id=\u0022watching_and_taking_over\u0022\u003EWatching and taking over\u003C/h2\u003E\u003Cp\u003EYour team can watch every answer as it\u0027s written and take over at any moment. See \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E.\u003C/p\u003E\u003Cp\u003EThe AI draws on the same structured content that makes your documentation work well with \u003Ca href=\u0022/article/model-context-protocol\u0022\u003EModel Context Protocol\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"Enable your AI agent to answer visitor questions using only your HelpGuides articles, with customizable name, tone, and handoff settings for seamless support.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":0,"date_published":"2026-09-26T16:45:10.677","date_updated":"2026-09-26T16:45:11.43","date_created":"2026-09-26T16:29:06.72"}}}