🤖AI Assistant & Knowledge Bases
The AI Assistant lets you create smart agents that can answer questions on their own using your documents, FAQs, and custom instructions. Instead of writing a response for every possible question, you give the AI your information and it figures out how to reply.
How to open the AI Assistant
In the left sidebar, click AI Assistant. You'll see a page where you can create and manage your AI agents.
What is an AI agent?
An AI agent is a helper that reads your documents (product info, FAQs, company policies, etc.) and uses them to answer customer questions in real time. You create the agent, give it knowledge, and then connect it to your bots so it can respond inside conversations.
Think of it like training a new employee: you hand them a folder of information, and they use it to help customers.
Create an AI agent
Go to AI Assistant from the sidebar.
Click Create Agent (or the + button).
Fill in the basics:
Agent name
A name for this agent (e.g. "Customer Support AI", "Sales Helper"). This is for your reference.
Provider
Choose the AI service: OpenAI (GPT) or Anthropic (Claude).
Model
Pick the specific AI model (e.g. GPT-4, Claude 3). More advanced models give better answers but may cost more.
System prompt
Instructions that tell the AI how to behave (e.g. "You are a friendly customer support agent for a shoe company. Be polite and concise."). This is optional but recommended.
Click Save or Create.
Add your API key
The AI agent uses an external AI service (OpenAI or Anthropic) to generate responses. You need to provide your own API key for this to work.
On the AI Assistant page, find the API Keys section.
Enter your OpenAI API key and/or Anthropic API key in the fields provided.
Click Save.
Where to get an API key:
OpenAI: Go to platform.openai.com, sign in, go to API keys, and create a new key.
Anthropic: Go to console.anthropic.com, sign in, and create an API key.
Your API key is stored securely. You can update or change it at any time.
Upload documents (Knowledge Base)
This is how you give your AI agent information to work with.
On your AI agent's page, find the Knowledge Base or Documents section.
Click Upload or drag and drop files into the upload area.
Supported file types include PDFs, text files, and documents.
Wait for the upload to finish — you'll see the file appear in the document list.
You can upload multiple documents. The AI will search through all of them when answering questions.
Tips for good documents:
Upload your FAQ document, product catalog, return policy, pricing info, or any other material customers ask about.
Keep documents clear and organized — the AI will give better answers if the source material is well written.
You can delete a document at any time by clicking the delete icon next to it.
Adjust AI settings
Fine-tune how your agent responds:
Temperature
Controls how creative the AI is. Low (closer to 0) = more predictable and factual. High (closer to 1) = more varied and creative. For customer support, keep it low (around 0.2–0.4).
Max tokens
The maximum length of the AI's response. Higher = longer answers. Start with the default and adjust if answers are getting cut off or are too long.
Test your agent
Before connecting the agent to a live bot, test it:
On the AI agent page, find the Test or Chat section.
Type a question that a customer might ask (e.g. "What's your return policy?").
Click Send.
The AI will respond based on the documents you uploaded and the system prompt you set.
If the answer isn't good, try improving your system prompt or uploading better documents.
Connect the AI agent to a bot
Once your agent is ready, you use it inside the Workflow Builder:
Open Bots from the sidebar and select the bot you want to edit (or create a new one).
In the Workflow Builder, add an AI Response node.
In the node settings (right sidebar), select your AI agent from the Select AI Agent dropdown.
Configure the node options:
Include conversation history
Sends previous messages to the AI so it has context. Recommended: on.
Max history messages
How many past messages to include (1–50). More context = better answers, but costs more.
Fallback message
What to say if the AI fails (e.g. "Sorry, let me connect you with a team member."). Always set this.
Autopilot
Lets the AI handle the full conversation (back and forth) without needing separate nodes for each message. Set a Max turns to prevent infinite loops.
Save the flow.
Now when a conversation reaches the AI Response node, the AI agent will answer using your documents and instructions.
How the AI uses tools: If your agent has access to tools (e.g. product search, cart, or other MCP tools), the AI will only call them when the customer’s message clearly needs live data (e.g. “What products do you have?”, “Add this to cart”). For simple greetings, thanks, or general chat, the AI replies with text only and does not invoke tools. This keeps responses fast and avoids unnecessary tool calls.
Use a Knowledge Base node
If you want to search your documents without generating a full AI response (e.g. to find an article and send it), use the Knowledge Base node instead:
In the Workflow Builder, add a Knowledge Base node.
Select which knowledge base to search.
Set the search query (you can use variables like
{{userMessage}}).Set Max results (how many matching results to return).
Set a Confidence threshold (only return results the AI is confident about).
Connect the node to a Message node to send the result to the customer.
Agent checklist
Before going live, make sure:
Troubleshooting
AI gives wrong answers
Improve your documents — make sure the correct information is in there. Refine your system prompt to be more specific.
AI doesn't respond
Check that your API key is valid and has credit/balance. Check that the AI agent is selected in the Workflow Builder node.
Responses are too long
Lower the Max tokens setting. Add "Be concise" to your system prompt.
Responses are too short or get cut off
Increase the Max tokens setting.
AI makes things up
Lower the Temperature setting. Add "Only answer based on the provided documents. If you don't know, say so." to your system prompt.
For more on connecting AI to your bots, see Configure each bot node (AI Response and Knowledge Base sections). For the visual flow editor, see Workflow Builder.
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