AI Chat Agent — An Assistant That Answers From What You Teach It

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 cannot help. It never invents a
price, a stock level or a promise — it can only repeat what your catalogue and your sources actually returned.

There is one assistant per account. What it knows, how it behaves, what it may see and who it hands
over to are all set once, under AI Chat in the sidebar. A campaign only decides how it looks and where
it appears.

Two shapes, one assistant

Before a visitor can see it

1. The AI Chat module is active on the account — activate it, or start the free trial, on the
   Add-ons page in the account menu.
2. The assistant is switched on. The master switch is on Overview:
   “Off — nothing answers anywhere, whatever the campaigns say.”
3. It has been taught something. With no sources it answers “I cannot confirm that” to
   almost everything, which reads as broken.
4. The campaign carrying it is published. A campaign left in testing reaches nobody but you.

Teach it — Knowledge

AI Chat → Knowledge is what it is allowed to answer from. If a question is not covered there it
says so rather than guessing.

• Web page — one address.
• Whole site — a start address. Personyze looks for a sitemap first and falls back to the links
  on the page, reading up to the limit you set (40 by default, 200 maximum).
• File — .txt, .md, .csv, .html.
• Pasted text — for anything that lives nowhere else.

Each source shows its state — Ready, Reading, Queued or
Failed — and how many passages it produced, so you can see whether a page actually read.
Tags on a source are what let one placement answer from a narrower shelf than another.

Set how it behaves

AI Chat → Behaviour holds five groups:

• What it can do — An online shop — searches the catalogue and recommends
  products, or Questions only — no product search. Also the reply language, how many turns one
  conversation may run to (12 by default), the model, and most conversations per billing cycle.
• How it should behave — free-text instructions, written as though briefing a new starter.
• Never do these — hard rules, kept deliberately apart from the instructions. They reach the
  assistant as numbered rules it may not talk its way out of.
• When it does not know — what it says, and then whether to offer a person, take an email
  address, or simply apologise. You can also list words that skip the assistant entirely and go straight to a person.
• Saved replies for your team — canned answers that appear in the operator’s reply box.
  The assistant never sees them.

What it may see — the Data screen

AI Chat → Data is where you decide what the assistant knows beyond what the visitor types:
“what your site already knows about the visitor in front of it, what your own fields mean, and which of your
catalogues it can search. Everything here is off until you switch it on.”

What it knows about the visitor

Ten kinds of data, all off by default: the page they are on, where they have been this visit,
roughly where they are, their device, how long they have been coming, what they have completed before, that they have
chatted before, what kind of company they are, your own profile fields about them, and which campaigns have already
been sent to them.

Whether the assistant may repeat any of it back is a separate choice — “No — use it,
but never repeat it” or “Yes — it may refer to what they were looking at”.

What your profile fields mean

Switch on Your own profile fields about them and a second section appears. The assistant reads your custom
profile slots but has no idea what you keep in each, so by default it is told not to interpret them. Name the
ones you want it to use — “Loyalty tier”, “Coupon they already have” — and
leave the rest blank. A named slot is presented as a fact your business stated; an unnamed one stays off-limits.

What it knows about your catalogue

Two switches decide what it may search:

• Products — your product feed. Leave it off on a site that does not sell, or whose feed is out of date.
• Content — your article feed. On its own this makes the box a site search that answers, rather
  than a shop assistant.

Choose neither and Personyze works it out from what you have. You can also pick what it may filter by
beyond the name, brand, colour, size and price it always searches — only the fields your feed actually fills are
offered — and whether a result shows the picture and the price. Prices are
printed exactly as your feed writes them; the assistant never types a price itself.

Retention, and where the data goes

How long transcripts are kept lives here too: in days, 0–730, where zero means the platform
default of 90. A conversation behind an open handover is never deleted while it is open.

Where this data goes is the screen’s honest summary for a privacy review: it never leaves your
account, it is read when a visitor writes rather than stored again, it goes to the AI service that writes the answer,
the visitor is a browser rather than a verified person, and transcripts are deleted on your schedule.

Put it on your site

The quickest route is AI Chat → Put it on your site: four questions and the campaign is created
for you. Otherwise add an AI Chat or AI Search action to any campaign — they sit
under AI Assistant in the action picker.

How it looks

Appearance sets the account defaults: colour, corner (any of the four), header, message box and send
button, whether a sound plays when a reply arrives, how long a conversation is remembered, and who the visitor appears
to be talking to — your logo, one person, a rotating team, or whoever is signed in right now.

The teaser card

While the chat is shut, the button is the whole of it — and the card above it is the only part that speaks
before the visitor does. You set a card headline, a card message, and how many seconds
after load it appears.

What a campaign can change

Each placement can override the look and the scope without touching the assistant. Anything left empty follows the
assistant — the editor labels every field From the assistant or Changed here.

• Opening message — greeting and suggested questions. On a checkout, “Still
  deciding?” beats “How can I help?”.
• The button — icon or a face, an optional label, and whether it opens by itself.
• Colour and wording.
• What it answers from — the whole knowledge base, or only sources carrying one tag, with a
  choice of what happens when that tag has no answer.
• Extra instructions and It must never.

Handing over to a person

People is who can take over. They sign in at their own address and see nothing else in your account.
Give each of them a name and a picture — the picture appears on the chat button, on the teaser card and beside
their replies. Until somebody is there, a visitor who asks for a person is offered an email reply instead.

Handovers land in Conversations → Waiting for a person, and the sidebar carries a badge.
Your reply goes straight back into the visitor’s chat window — the same thread they were
already in, not an email. If they have left, it waits for them.

On the operator screen the open conversation refreshes by itself, a bell can chime when a message arrives, saved
replies are one click away, and two AI buttons help with wording: Suggest a reply with AI writes a
draft, and Rephrase mine with AI tidies what you have already typed — with
“Put my wording back” if you preferred yours.

Read what happened

Conversations holds every transcript, filterable by outcome. Opening one shows each turn and
which tools the assistant used, so you can tell whether a product claim came from your catalogue or from the
model. Analytics → AI Chat reports the same ground over time.

The section worth checking weekly is What it could not answer: the questions your sources did not
cover, most-asked first, each with an Answer it button that drops you into the Knowledge form with the
question already filled in.

What it can and cannot do

• It can search your knowledge base, your products and your articles, pull the full record for one
  product, and hand over to a person — capturing a name and email if the visitor offers them.
• It cannot look up an order, an account or any personal record. It is told it is talking to a
  stranger, and to offer a person instead.
• It will not state a price or a stock level from memory — only what the catalogue returned in
  that conversation.

What it costs

The AI Chat agent is a paid module, billed by the conversation, with a monthly allowance that grows
with your plan and a per-conversation rate beyond it. There is a seven-day free trial.

The conversations per cycle cap on Behaviour is your ceiling: past it the assistant stops answering
new conversations rather than quietly running up a bill. The quota is checked when a conversation starts, so a
visitor who tips you over still finishes. Anyone arriving after that sees only “Chat is not available right
now” — never anything about billing.

Related

• AI in Personyze — every assistant and where to find it.
• Placeholders — required for AI Search.
• Product / content feeds — what the assistant searches.