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AI

Overview​

The AI section in Settings helps you manage the tools used to automate replies, improve conversations, and handle calls. It includes three main features:

  • Knowledge Base
  • Conversation AI
  • Voice Agent

Each feature has a different purpose, but they also work together. In most cases, you first create a Knowledge Base, then connect it to Conversation AI, and later use AI-powered communication features for chat, suggestions, or calls.

Knowledge Base​

The Knowledge Base is where you prepare the information your AI can use. It works like a trained source of knowledge for your bot. You can add content from:

  • Web crawls
  • Contexts
  • File uploads

To start, click Add to Knowledge Base. A form will open where you can enter the required details. After saving the form and uploading your content sources, your Knowledge Base is ready to use.

The Knowledge Base is usually prepared first, because Conversation AI depends on it for answers, suggestions, and replies.

Conversation AI​

The Conversation AI feature helps you create a bot that can use your trained knowledge to assist with communication. It can support activities such as:

  • Giving email suggestions
  • Sending auto-replies
  • Responding based on your trained knowledge

This section usually includes three main parts:

Bot Setting​

In Bot Setting, you decide what the bot is allowed to do. For example, you can configure:

  • Suggestion access
  • Auto-reply access
  • Maximum number of auto-replies
  • Wait time before the bot sends a response

Bot Goal​

In Bot Goal, you define the bot’s personality and behavior through a prompt. This helps the bot respond in the right tone and style.

Bot Training​

In Bot Training, you connect the bot to knowledge-based resources and train it for specific tasks. This is where the bot learns how to use the information from your Knowledge Base.

Voice Agent​

The Voice Agent handles calls on your behalf. It can talk to users, collect information, and trigger actions based on the conversation.

At the end of the call, the Voice Agent can send the complete conversation to an email address for review. This helps your team keep a record of what was discussed and what action may be needed next.

How These Features Work Together​

These AI tools are usually used in this order:

  1. Create and prepare the Knowledge Base
  2. Connect that knowledge to Conversation AI
  3. Configure the bot settings, goal, and training
  4. Use Voice Agent when you want AI to handle calls and collect information

Example​

If you want an AI bot to answer customer questions using company information, you first create a Knowledge Base with files, web content, or contexts. After that, you connect it to Conversation AI, define the bot’s goal, and allow it to suggest replies or send auto-replies. If you also want AI to handle calls, you can set up a Voice Agent to speak with users and email the call summary afterward.