Configure AI and AI Training

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.

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

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

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.

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.

Add a public page

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

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
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.
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.
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.
Assigned brands	Required before publication. AI can use the source only for the selected brands. Review the selection after changing or removing a brand.
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.

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.

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
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.
Title	Optional public job title that can be entered per language, up to 160 characters. Use a professional description customers recognize.
Department	Optional public department that can be entered per language, up to 160 characters. Use wording customers recognize.
Public phone	Optional customer-facing number, up to 80 characters. Use only an approved, monitored route and verify dialing context.
Public email	Optional customer-facing mailbox, up to 254 characters. Use an address appropriate for publication and monitored by the intended team.
Assigned brands	Select one or more brands. The contact can appear only in answers for those brands.
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.
Active	Controls whether the contact is available for answers. An inactive contact is never shown to visitors, even if Published remains selected.
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.
• 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.
• 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.