The settings and features in this section are specific to the AI Assistant used in chat channels.

The chat channels include all platforms used for customer communication, such as WhatsApp, Instagram, and others.

The adjustments you make here determine how your AI Assistant will behave and respond in chats.

When you open the Chat AI Assistant page, you first need to activate this feature.

Once the feature is activated, you can individually enable or disable the options according to your needs.

You can configure each feature as you wish and personalize how your AI Assistant behaves in chats.

In the Chat AI Assistant settings, you can activate the “Let the AI Introduce Itself” feature.

Once this feature is enabled, a field will appear below.

In this field, you can write the text for how you want your AI Assistant to introduce itself.

This way, when a chat begins, your AI Assistant will start the conversation by introducing itself to customers in the manner you specified.

AI Helped

In the Chat AI Assistant, when a chat ends with positive feedback or the “AI Helped” button is clicked, the assistant will act according to the settings in this section.

To configure this:

1. Enable the option “Send a message and execute the following actions” under AI Helped.

2. Enter the message you want the AI Assistant to send when a positive outcome occurs.

This ensures that, in cases of positive feedback, the AI Assistant automatically sends the response you specified.

Activate the “Send Conversation Rating Survey” option.

Then, select which survey the AI Assistant should send.

With this setting, at the end of chats where the AI Assistant provided help, the chosen survey will be automatically sent to the user.

If you activate “Add Closing Tag”, the AI Assistant will automatically attach a closing tag relevant to the conversation topic.

If you activate “Add Closing Note”, the AI Assistant will append a summary note at the end of the chat, outlining the conversation and the solution provided.

This ensures that if the chat is reopened, you can quickly see what was discussed and how it was resolved.

In the “Action” section, users cannot make changes; the AI Assistant automatically completes the chat closure at the end of the conversation.

AI Did Not Helped

When the Chat AI Assistant receives negative feedback at the end of a conversation or the “AI Did Not Help” button is clicked, it will act according to the settings in this section.

In the “AI Could Not Help” section, first enable the “Send message and execute the following actions” option to activate this feature.

Next, enter the message that the AI should send when it is unable to assist the user.

Then, in the Action section, select the destination where the message should be routed:

• Assign to Agent → The conversation will be forwarded to the specified agent.

• Assign to Team → The conversation will be forwarded to the selected team members.

💡 For example, if you choose Assign to Agent, the conversation will be automatically routed to the designated agent whenever the AI cannot help.

Next, select which agent the conversation should be assigned to.

This allows you to determine who will receive the conversation in case of a negative outcome.

The same logic applies to the Assign to Team option; in this case, the conversation will be routed to the selected team members.

Human Support

You can configure how the AI Assistant should act when it is unable to provide sufficient assistance or when the user indicates that they want human support.

These settings allow you to customize the AI’s behavior, such as message routing, sending alerts, or taking specific actions.

First, enable the Send Message and Execute the Following Actions option.

Below, enter the message you want the AI to send.

In the Action section, select the target to which the message should be routed:

• Assign to Agent → The conversation will be routed to a specific agent.

• Assign to Team → The conversation will be routed to the selected team members.

Based on the chosen assignment option, select the agent or team that the conversation should be directed to.

Abandoned Conversation & Channels

In the Automatically Close Abandoned Conversation option, you can set how long the AI should wait before closing a conversation when there is no response from the customer.

This ensures that unanswered conversations are automatically closed, keeping your communication management more organized.

💡 When setting the Automatically Close Abandoned Conversation time:

• Minimum: 1 minute

• Maximum: 3 days

You can choose any duration within this range to have the conversation automatically closed if the customer does not respond.

In this section, you can also configure which channels the AI should respond to.

For example, if you want the AI to reply to messages coming from platforms like WhatsApp or Instagram, you need to select the relevant channels here.

💡 For instance, the channel labeled “Furkan Irmak” represents the WhatsApp channel.

This way, you can easily see which channel belongs to which platform and accurately select the channels the AI will respond to.