How to Configure AI Chatbot Settings

The AI Chatbot helps your team automatically respond to customer queries across your connected support channels, such as WhatsApp, Instagram DM, and Facebook Messenger. It uses your AI Knowledge Base, business details, product data, and chatbot settings to understand customer questions and provide relevant answers.

AI Chatbot helps reduce repetitive support work, gives customers faster replies, and allows your team to focus on conversations that need human attention.

How to Add FAQs to the AI Knowledge Base

The AI Knowledge Base is where you can add FAQs that your AI chatbot will use to answer customer questions.

Steps to Add a New FAQ

Log in to your DelightChat Dashboard - AI - AI Knowledge Base - Add FAQ - Click Save

Once saved, the FAQ will be available in the AI Knowledge Base, and the AI can use it while replying to customer queries.

Bulk Import FAQs

If you want to add multiple FAQs at once, click Bulk Import FAQs on the top-right side of the AI Knowledge Base page.

This is useful when you already have your FAQs prepared in a file and want to upload them together instead of adding them one by one.

Option 1: Import from URL

AI will scan the URL provided and fetch all relevant FAQs. You can review these FAQs in the Review page before adding it your AI Knowledge Base.

Option 2: Upload a CSV

Upload a CSV file containing question - answer pairs. You can review these FAQs before adding them. The CSV must contain 2 columns - question, answer.

How to Set Up AI Chatbot Settings

Use the AI Chatbot Settings page to choose where the AI chatbot should work, what it can answer, and what should happen when a human agent is needed.

Step 1: Go to AI Chatbot Settings

1. Log in to your DelightChat dashboard.
2. From the left sidebar, click AI Chatbot Settings.
3. Select the Support Channel where you want to set up the AI chatbot.

Example channels can include:

• Instagram DM
• Facebook Messenger
• WhatsApp

Each channel can have its own AI chatbot settings.

Step 2: Enable AI Chatbot

Under Basic Settings, turn on Enable AI Chatbot.

Once enabled, the AI chatbot will start responding to customer queries for the selected support channel.

Please note: If your store is connected, product data will automatically sync, and the AI can use it to answer product-related questions.

Step 3: Set What the Chatbot Can Handle

In the Chatbot Capabilities section, you can choose what type of questions the AI chatbot is allowed to answer.

You can enable or disable topics such as:

• Business Information
  For questions about your business, working hours, location, and what you sell.
• Order Status Before Shipping
  For questions about order confirmation, order status, and updates before shipping.
• Payments & Billing
  For questions about payment methods, billing, and payment-related information.
• Pre-Sales Recommendations
  For helping customers choose products or services before purchase.
• Product Questions
  For questions about products, pricing, availability, and product details.
• Returns & Refunds
  For questions about returns, refunds, exchanges, and related policies.

Turn on only the topics you want the AI chatbot to handle.

Step 4: Add Business Details

In the Business Details section, add the required information:

1. Tell More About Your Business

Add a short description of your business.

2. Name Your Bot

Enter the name of your AI chatbot. Example: DC AI. This name may be used when the AI replies to identity-related questions.

3. Fallback Language

Select the language the AI should use when it cannot understand the customer’s language.

Step 5: Automatic Transfer to a Human Agent

The AI will decide if the current chat requires a human agent, and will automatically assign the ticket according to the configured rules.

When does this happen?

1) When customers request help, the AI Chatbot will detect the following intents - Refunds, Returns, Exchanges, Billing Disputes, Cancellations, or Address Changes - and automatically escalate to a human agent.

2) When a customer asks to connect with a human agent, the AI Chatbot automatically escalates these requests.

You can choose who the ticket should be assigned to when the AI transfers the conversation.

For example, you can assign the ticket to:

• A specific team member
• A team/group
• Unassigned

If you select Unassigned, the ticket will be transferred without assigning it to a specific agent.

Escalation handoff message

Customize the message to be sent to the end customer, when an AI hands off the ticket to a human agent. Leave empty for no handoff message.

Step 6: Auto Close Ticket

The Auto Close Ticket setting lets the AI Chatbot automatically take action when a customer does not respond after the AI has replied.

This helps keep your inbox clean and ensures old AI-handled conversations are assigned or closed based on the situation.

When does this happen?

This setting applies when the customer has not responded to the latest message sent by the AI Chatbot.

You can choose how long the AI should wait before taking action.

For example:

Wait for 30 minutes

If the customer does not reply within 30 minutes, the AI will take the configured action.

Scenario 1: AI asked a clarifying question

This happens when the AI asked the customer for more information, but the customer did not respond within the selected wait time.

Example:

Customer: “Where is my order?”
AI: “Please share your order number or registered phone number.”
Customer does not reply.

In this case, you can choose a ticket assignment rule, such as assigning the ticket to a team member or keeping it unassigned.

This is useful because the customer’s query may still need human follow-up.

Scenario 2: AI resolved the customer’s query

This happens when the AI gave a complete answer to the customer’s question, and the customer did not send any further messages within the selected wait time.

Example:

Customer: “What is your return policy?”
AI answers the query fully.
Customer does not reply again.

In this case, you can choose to automatically close the ticket.

This helps avoid keeping resolved AI conversations open unnecessarily.

Wait time

The Wait For setting decides how long the AI should wait before taking action.

You can set this in minutes, hours, or other available time options.

Ticket assignment rule

For each scenario, you can choose what should happen to the ticket.

Available actions may include:

• Assign to a specific agent or team
• Keep the ticket unassigned
• Close the ticket

Once all the settings are complete, click Save to apply the changes.