To set up your AI concierge, go to your “Skills library” and click to open it:

The overview consists of these components:

1. The knowledge base: All the info to train your AI on (the more, the better!)
2. The assistant settings: tone of voice & Agent name
3. Active hours: Decide when the AI agent is active (if it’s not 24/7)
4. Testing environment: Send messages to see how your AI would reply!

1. Knowledge base

Consists of two parts:

1. Question & Answers
2. Helpful info

In the Q&A section, start with adding 3-5 frequently asked questions (FAQs) from customers.

Q&As aren’t directly copy-pasted by your AI Agent, but only used for information and then rewritten based on context.

In helpful info, add 1-2 rows of more general knowledge, think about:

• Shipping information (& links to pages)
• Your company story

<aside> 💡 The more info you add, the better. If you come across any recurring customer cases, be sure to add them among the other Q&As to make your AI agent even better!

</aside>

2. Assistant settings

In your assistant settings, you can configure:

1. The AI agent’s name
2. The tone of voice

If you want to be sure that your agent responds in the best way in line with your business messaging, add “Custom” and describe your business tone. i.e.:

"Be straightforward, direct, but also helpful & friendly!”

3. Conversation settings

These are part of the assistant settings, and will be used whenever your AI agent doesn’t have information on a query that’s in the knowledge.

It is strictly informed not to go outside of the knowledge, and will therefore end the conversation.

You can do 2 things:

1. Assign an agent to the case for human support
2. End the conversation and tell the customer to contact you over e-mail. Like here 👉

4. Active hours

Select the hours in which your AI agent will be allowed to interact with contacts.

Select the triple dot menu, to add an interval when the bot is active.

You can use the same menu to change it back to “All day”, as you wish.