The AI Chat agent is an assistant that talks to your visitors: it answers from what you have
taught it, searches your catalogues, and hands the conversation to a person when it should. It never invents a price, a
stock level or a promise — it can only repeat what your catalogue, your sources and your
offers actually returned.
There is one assistant per account. Everything it is — what it knows, how it behaves, what it
may see, who it hands over to — is set once under AI Chat → Settings. A campaign changes how
it looks and when it shows, never what it may say.
The same assistant has two faces: this chat window, and an ask box that answers a question in place.
See AI Search for the box.
This guide
| Page | What it covers |
|---|---|
| Knowledge | What it may answer from — sources, re-reading, tags, and the storage limit |
| Behaviour, handover & leads | What it can do, what it must never say, when it fetches a person, and how an email becomes a profile |
| Visitor data & catalogue | What it knows about the person in front of it, which feeds it may search, and how long transcripts are kept |
| Appearance & placements | Colours, the teaser card, attachments, reading answers aloud, and what a campaign may override |
| Offers | The only way the assistant is allowed to mention a discount, and who may hear the code |
| Operators & conversations | Your team’s screen, the queue, blocking, transcripts and reporting |
| AI Search | The ask box — including the results-only mode that lists findings without writing an answer |
Where everything lives
Under AI Chat in the menu:
| Screen | What it holds |
|---|---|
| Overview | Is it on, is anybody using it, and where does it appear |
| Settings | Where it appears · Behaviour · Knowledge · Data |
| Appearance | Colours, the button, the teaser card, attachments, branding |
| Conversations | The queue, what it could not answer, and every transcript |
| Offers | What it is allowed to offer, and to whom |
| People | Who can take over, and who is blocked |
Before a visitor can see it
- The AI Chat module is active — activate it, or start the free trial, on the
Add-ons page in the account menu. - The assistant is switched on on Overview: “Off — nothing answers anywhere,
whatever the campaigns say.” - It has been taught something. With no sources it answers “I cannot confirm that” to
almost everything, which reads as broken. - A published campaign carries it. A campaign left in testing reaches nobody but you.
Putting it on your site
Create a campaign from Create new and pick AI Search & Chat:
“One assistant, answering from your own pages and catalog — as a chat bubble, a search-style ask box, or
both. Hands over to a person when it should.”
The wizard walks the four account-level steps — Behaviour, Knowledge,
Data and Greeting — then the ordinary campaign steps. The
Content step is where the two faces diverge: add a chat, an ask box, or both.
There is a second route for adding another placement later: Settings → Where it appears → Put it
somewhere else.
highest-priority one wins and the rest stand down. An ask box is not a window, so it is not
counted — a box in the page and a bubble in the corner coexist.
What it can and cannot do
- It can search your knowledge base, your products and your articles, pull one product’s full
record, state an offer you wrote, and hand over to a person where that is allowed. - It cannot look up an order, an account or any personal record. It is told it is talking to a
stranger. - It will not state a price or a stock level from memory — only what the catalogue returned in
that conversation — and it cannot mention a discount that is not an
offer you entered. - It does not book meetings. Book a meeting is a separate action with its own screens; it is
not something the assistant can do mid-conversation.
What it costs
A paid module, billed by the conversation: a monthly price for the module, an allowance of
conversations included, and a usage price beyond it. The allowance grows with your plan, and there is a free trial.
Current prices and allowances are on the Add-ons page — that screen is the authority, not this
one.
The conversations per cycle cap is your ceiling: past it the assistant stops answering new
conversations rather than quietly running up a bill, and anyone mid-conversation is allowed to finish. When an allowance
is spent the chat switches itself off rather than appearing and failing.
does not count as a conversation.
Related
- AI in Personyze — every assistant and where to find it.
- Product / content feeds — what the
assistant searches.