An AI support bot can answer common questions using your instructions and Bot Knowledge. Automatic answers use AI Credits.
Set up the bot
- Open your bot's Project Settings > Bot AI and turn Bot AI on.
- Open Bot AI Instructions. Choose Support bot mode and write clear instructions.
- Add accurate facts to Bot Knowledge. Keep each paragraph clear and able to stand on its own.
- Save your changes. Use Test your bot before customers use it.
Choose a model
- GPT-6.1 Sol: strong reasoning at a lower cost than Astra.
- GPT-6 Astra: for demanding questions.
- GPT-4o: fast answers, with no reasoning setting.
- GPT-4o-mini: lower-cost answers for everyday questions.
For models with reasoning, choose Low, Medium, High, Extra high, or Maximum. More reasoning can take longer and cost more.
Choose a 32k, 64k, or 128k token limit. It covers instructions, chat history, and retrieved knowledge. A larger limit can use more AI credits.
Knowledge and chat history
The AI can search Bot Knowledge more than once and load more chat history when needed. Older messages may be summarized and looked up later.
Automatic answers are used in Closed chats. In a real chat, a user can send /human to request a person. The chat moves to Open for your team.
For a bot with your own system prompt, read How to Create an AI Custom Bot.