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.

Click - How to Add FAQs to the AI Knowledge Base

Important: Before turning on AI, make sure you have:

1. Added FAQs to the AI Knowledge Base
2. Connected your Shopify store and synced product data, if required
3. Added your return, refund, and shipping policies
4. Decided which channels the AI chatbot should support

If these steps are not completed, the AI chatbot may not have enough information to answer customers accurately. We recommend setting this up first before enabling AI for customer conversations.

‍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.

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.

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.

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.

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.

In this case, you can choose to automatically close the ticket. This helps avoid keeping resolved AI conversations open unnecessarily.

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.