# Configure AI and AI Training

> Enable AI locations, choose brand modes, publish trusted sources, and manage public directory contacts.

Language: en-US. Product guide: https://customer.help/help/ai-training/.

Reviewed by Customer Help Product Support on July 23, 2026. Verified for release 2026.07.

<span id="portal-ai-training"></span> AI Training contains the pages, documents, and public contacts that AI can use in customer answers. Product Help articles are not added automatically.

## Before you begin

The AI area appears only when AI is available for the business. Each AI location must be active and already have Chat enabled. If the area is unavailable, [contact support to confirm AI availability](/help/reference.md#reference-support).

AI uses the current brand and location together with sources published for that brand. A source assigned only to another brand is not used.

## Enable AI for locations

<span id="ai-locations-enabled"></span> **AI locations** selects the active, Chat-enabled locations where AI should answer. Save the selection and wait for the status to update. A checkbox is disabled when the location is inactive or Chat is off. **Pending** means the change is not complete; **Enabled** means AI is available. AI adds the displayed charge for each enabled location and requires Chat.

## Choose a brand mode

<span id="ai-behavior-mode"></span> **AI behavior mode** is saved separately for each brand and determines whether AI or a human handles its conversations. Choose a mode after confirming the locations, coverage, and published sources for that brand:

| Mode | What happens |
| --- | --- |
| **Human chat only** | AI does not answer; normal human coverage and offline behavior apply. |
| **AI first responder** | AI begins the chat using published brand sources. Direct requests for an agent transfer immediately. |
| **AI after hours** | Humans handle covered periods; AI answers outside the location coverage schedule. Accurate location time zones are required. |
| **AI chat only** | AI handles the full chat. Human handoff is disabled and visitors are directed to public-page contact options when they need a person. |

<span id="ai-behavior-human-offer-threshold"></span> **Offer an agent after** accepts **Immediately** or 1–10 AI replies. It controls when Chat offers human help in modes that include agents, but it never delays a visitor who directly asks for an agent. It is disabled in AI-only mode. Save the value separately for each brand. If a mode cannot be enabled, confirm that AI is available at a location and the brand has published sources.

## Source statuses

| Status | Meaning |
| --- | --- |
| **Preparing / Processing** | Customer Help is preparing the page or document. It remains private. |
| **Ready** | The source is prepared but remains private until you assign a brand and publish it. |
| **Failed** | The source could not be prepared. Check the page or file and try again, or replace it. |
| **Disabled** | The source is saved but is not available for customer answers. |
| **Deleting** | Removal is in progress. Wait for it to finish before adding a replacement. |
| **Not configured** | AI Training is not ready for this brand. [Contact support for help](/help/reference.md#reference-support). |

## Add a public page

<span id="ai-source-url"></span> **Source URL** must be a stable public HTTPS address that opens without signing in. Customer Help reads only that page, not the rest of the website. Confirm that it contains current information suitable for every brand you will assign. The creation-time **Name** is optional; if you leave it blank, the page hostname becomes the saved label.

## Upload a document

<span id="ai-source-file"></span> **Source file** accepts PDF, DOC, DOCX, PPTX, JSON, Markdown, HTML, or plain text no larger than 10 MB. Renaming an unsupported file does not make it valid. The creation-time **Display name** is optional and uses the uploaded file name when blank. Uploaded documents remain private while they are being prepared.

## Source fields and publication

| Field | Rule and consequence |
| --- | --- |
| <span id="ai-source-name"></span> **Name** | Optional while creating a source, maximum 240 characters. A blank link uses its hostname and a blank document display name uses its file name, so every saved source still receives a label. When editing an existing source, Name is required and cannot be saved blank. Changing it does not change the source contents. |
| <span id="ai-source-language"></span> **Language** | Declares the language actually present in the source. Do not choose the desired answer language when the content itself is written in another language. |
| <span id="ai-source-localized-version"></span> **Localized version of** | Optionally links this source to the same content in another language. Upload each language separately, then link the versions; this field does not translate content. |
| <span id="ai-source-brands"></span> **Assigned brands** | Required before publication. AI can use the source only for the selected brands. Review the selection after changing or removing a brand. |
| <span id="ai-source-published"></span> **Published for customer-facing answers** | Allows AI to use a Ready or Disabled source assigned to a brand. Preparing a source never publishes it automatically. Turn this off before reviewing an unsafe or outdated answer. |

<span id="ai-source-refresh"></span> Use **Refresh** on a link to read the same page again. Review the page and wait for Ready before leaving it published. **Disable** keeps the source saved but removes it from customer answers.

<span id="ai-source-delete"></span> **Delete** permanently removes a source after confirmation. Disable it first if you only need to keep it out of customer answers while you review it.

## Accurate and safe content

Publish only factual, current information that customers are allowed to see. Exclude passwords, private contracts, employee-only procedures, sensitive health or payment information, and unreviewed drafts. When the published sources do not contain enough information, AI may decline to answer or offer human help.

## Public directory contacts

Use the public directory to make approved professional contact details available in customer answers.

| Field | Rule and customer consequence |
| --- | --- |
| <span id="ai-directory-name"></span> **Name** | Required in the primary language, can be entered per language, and accepts up to 160 characters. Enter the professional name approved for customer display. |
| <span id="ai-directory-title"></span> **Title** | Optional public job title that can be entered per language, up to 160 characters. Use a professional description customers recognize. |
| <span id="ai-directory-department"></span> **Department** | Optional public department that can be entered per language, up to 160 characters. Use wording customers recognize. |
| <span id="ai-directory-phone"></span> **Public phone** | Optional customer-facing number, up to 80 characters. Use only an approved, monitored route and verify dialing context. |
| <span id="ai-directory-email"></span> **Public email** | Optional customer-facing mailbox, up to 254 characters. Use an address appropriate for publication and monitored by the intended team. |
| <span id="ai-directory-brands"></span> **Assigned brands** | Select one or more brands. The contact can appear only in answers for those brands. |
| <span id="ai-directory-locations"></span> **Locations** | Optionally limit the contact to locations that belong to the assigned brands. Leave all locations selected only when the contact serves every location for those brands. |
| <span id="ai-directory-active"></span> **Active** | Controls whether the contact is available for answers. An inactive contact is never shown to visitors, even if Published remains selected. |
| <span id="ai-directory-published"></span> **Published** | Allows the contact to appear in customer answers. It must also be Active and assigned to the visitor's brand. |

Only a contact that is Active, Published, and assigned to the visitor's brand can appear in an answer. Add only approved public professional details; do not copy private Team information into the directory.

## Permissions, billing, localization, and visibility

Only Administrators configure AI. AI is billed separately for each enabled location and requires Chat. Draft sources and contacts are private. Published sources can inform customer-visible answers, but the answer may summarize them. Language selections and links between localized versions help AI choose the appropriate source; they do not translate content automatically.

## Troubleshooting

- **AI location disabled:** enable and confirm Chat for the active location first.
- **Save AI settings is disabled or fails:** confirm that AI is available, the brand has published sources, and at least one active location has Chat and AI enabled. If the problem continues, [contact support with the visible message, brand and location names, and approximate time](/help/reference.md#reference-support).
- **Publish disabled:** wait for Ready/Disabled status and assign at least one brand.
- **AI cites outdated page content:** refresh the link, wait for Ready, review the updated source, and publish or enable it again only when it is accurate.
- **Answer uses information from the wrong brand:** immediately disable the affected source or AI mode, note the source name, brand name, and approximate time without copying customer messages, and [contact support](/help/reference.md#reference-support).
- **After-hours behavior is wrong:** confirm the location time zone and Chat coverage, then check the brand mode and whether AI is Enabled for the location.