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

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

The settings you configure here determine how your AI Assistant will behave and respond in chats.

When you open the Chat AI Assistant page, you must first enable this feature.

Once the feature is enabled, you can individually activate or deactivate the options that suit your needs from the options that appear.

You can set the status of each feature according to your preferences and personalize how your AI Assistant behaves in chats.

In the Chat AI Assistant settings, you can enable the “AI Introduces Itself” feature.

When this feature is enabled, a field opens at the bottom.

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

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

Artificial Intelligence Helped

The Chat AI Assistant will operate according to the settings in this section when positive feedback is received at the end of the chat or when the “AI Helped” button is clicked.

In the “AI Helped” section, you must first enable the “Send message and run the following actions” option.

Then, you can write which message your AI Assistant will send when a positive situation occurs.

This way, the AI Assistant will automatically send the response you specified in cases of positive feedback.

Enable the “Send Meeting Evaluation Survey” option.

Then, select which survey your AI Assistant will send.

With this setting, at the end of chats assisted by the AI Assistant, the survey you selected will be sent automatically.

If you enable the “Add Closing Tag” option, the AI Assistant will add a closing tag appropriate to the topic of the conversation.

If you enable the “Add Closing Note” option, the AI Assistant will add a note summarizing the topic and solution of the conversation to the end of the conversation.

This way, when the chat is reopened, you can quickly see what was discussed with this person and what solution was provided.

No changes can be made by the user in the “Action” section; the AI Assistant automatically performs the chat closing process at the end of the chat.

AI Did Not Help

The Chat AI Assistant will operate according to the settings in this section when negative feedback is received at the end of the chat or when the “AI Didn't Help” button is clicked.

In the “AI Didn't Help” section, you can enable the feature by first activating the “Send message and run the following actions” option.

Then, write the message that the AI will send when it cannot help in the message field.

Next, in the Action section, select the target to which you want the message to be forwarded:

Forward to Agent → The chat is forwarded to the specified agent.

Forward to Team → The chat is forwarded to the relevant team members.

For example, if you select Forward to Agent, the chat will be forwarded directly to the agent you selected in case of a negative response.

Next, select which representative the chat will be transferred to.

This way, you determine who the chat will be forwarded to in case of an adverse situation.

The same logic applies to the Transfer to Team option; in this case, the chat is directed to the selected team members.

Human Support

You can configure how the AI Assistant will act here when AI is insufficient or when the person it is chatting with indicates they want human support.

With these settings, you can customize the AI's behavior, such as message forwarding, sending alerts, or taking action.

First, activate the “Send message and run the following actions” button.

In the lower section, write the message you want the AI to send.

In the Action section, select the target to which you want the message to be directed:

Forward to Agent → The chat is forwarded to a specific agent.

Forward to Team → The chat is forwarded to selected team members.

Depending on the selected forwarding action, specify the agent or team to which it will be forwarded.

Abandoned chats and channels

In the “Automatically Close Abandoned Conversations” option, you can set how long the AI should wait before closing a chat if there is no response from the customer.

This way, chats that receive no response are automatically closed, making communication management more organized.

💡When setting the Auto-Close Abandoned Conversation duration:

• Minimum duration: 1 minute

• Maximum duration: 3 days

  
  

• By selecting your desired duration within this range, you can ensure that the chat automatically closes if there is no response from the customer.

In this section, you can configure which channels the AI will respond to messages from.

For example, if you want it to respond to messages from platforms such as WhatsApp and Instagram, you must select the relevant channels here.

💡For example, the channel listed as “furkan” represents the WhatsApp channel.

This way, you can easily see which channel belongs to which platform and correctly select the channels to which Artificial Intelligence will respond.