Help Center | tawk.to | AI Assist: 24/7 sales and customer service made easy

AI Assist: 24/7 sales and customer service made easy

tawk.to’s AI Assist helps your business answer customer questions 24/7, capture leads, and handle routine inquiries automatically.

AI Assist can respond to customers across supported channels, handle multiple conversations simultaneously, and use your business information to generate relevant answers.

You can also customize its behavior, choose an AI model, monitor credit usage, and configure when it should hand conversations over to human agents.

Key benefits

Lower operating costs
Automate routine inquiries and reduce the time your team spends answering repetitive questions.

Scale with demand
AI Assist can handle multiple conversations simultaneously, helping your business respond to visitors during busy periods without requiring an agent for every inquiry.

Provide support around the clock
Customers can get answers outside your regular business hours, including visitors in different time zones.

Deliver consistent responses
Use your business information and Instructions to guide AI Assist’s tone, priorities, and responses, helping it communicate consistently with your brand.

Capture leads and support sales
Configure AI Assist to collect lead information, answer product questions, and guide potential customers toward relevant products, services, or bookings.

Support multiple channels
Use AI Assist across supported channels, including live chat, tickets, and messaging platforms, to assist customers where they prefer to communicate.

Gain useful insights
Review conversations and AI Assist’s performance to identify common questions, customer needs, and opportunities to improve your support content and business processes.

When you should still use human agents

AI Assist can handle many routine interactions, but human agents remain important for situations that require judgment, empathy, or personal attention.

Consider involving human agents for:

Complex or sensitive issues: Requests involving emotional distress, safety concerns, or other situations that require careful judgment.

Personalized sales and consultations: Negotiations, high-value purchases, and conversations that need tailored advice.

Important customer relationships: VIP customers, complaints, or situations where personal attention can make a difference.

You can configure escalation settings to help AI Assist transfer conversations to human agents when appropriate.

Learn more here: Training AI Assist to transfer conversations to human agents

Addressing common concerns

You stay in control
You decide which information AI Assist can use and how it should respond. Customize your AI agent’s Instructions, review its responses, update its data sources, and configure escalation settings to suit your business.

Free to try
AI Assist offers a free Hobby plan, so you can explore its features before deciding whether to upgrade.

Learn more here: AI Assist Plans and Subscriptions

Easy to set up
The getting-started guide and setup wizard help you configure AI Assist. You can start with the available settings and expand your setup with additional data sources, Scenarios, and API integrations as your needs grow.

See step-by-step instructions here: Getting started with AI Assist

Your data is secure
We take data privacy and security very seriously. To help AI Assist provide accurate, relevant responses, keep your data sources up to date and avoid uploading sensitive or confidential information unless necessary.

See these articles to learn more:
How AI Assist uses your data securely
Privacy Policy
Data Protection

AI Assist complements your team
AI Assist helps your team work more efficiently; it doesn't eliminate the need for human support. Combining automated responses with clear escalation options lets your team focus on conversations that need a personal touch.

Quick start — recommended next steps

Get started with AI Assist
Follow Getting started with AI Assist to enable AI Assist, create an AI agent, and configure the basics.

Choose the plan that suits your needs. The Hobby plan is free, while paid plans offer additional features and capacity.
Choose your channels and configure your agent
Assign your AI agent to the channels where you want it to assist customers. Set its Alias, Position Title, and short description so visitors understand who they're interacting with.

You can also configure the agent's availability and other behavior settings to suit your support needs.
Add relevant data sources
Provide accurate, up-to-date information about your products, services, policies, and business. Depending on your needs, you can use FAQs, text, documents, tables, Shortcuts, Knowledge Base articles, websites, and API integrations.

AI Assist uses relevant information from its configured data sources to help answer customer questions. Well-organized, consistent information can improve response quality.

Learn more about data sources here: Understanding AI Assist’s Data Sources
Review Instructions and configure your AI agent
Instructions guide how your AI agent communicates and behaves. Use them to define its tone, priorities, boundaries, and how it should handle situations such as lead capture or requests for human support. Learn more about Instructions with this guide: Getting started with Instructions

You can also create Scenarios to guide responses in specific situations. Learn more here: Creating Scenarios for your AI agent
Choose an AI model
You can select the AI model your agent uses to generate replies. Each model has its own credit cost, allowing you to balance your response requirements with your available credits.

New AI agents use Auto by default, which costs 3 credits per reply. You can select a different model from the Completion Model dropdown on your agent's Instructions page.

Learn more here: Choosing the AI model for your AI agent
Test and monitor performance
Use the preview panel to test your AI agent with realistic customer questions before relying on it in live conversations. Check whether its responses are accurate, relevant, and consistent with your Instructions.

Review actual conversations regularly, identify gaps in its knowledge, and refine your data sources and Instructions as needed.

Additional considerations

Start with common questions
Begin with frequently asked questions, basic product information, or routine pre-sales inquiries. Expand your AI agent's responsibilities as you become more confident in its responses.

Keep information up to date
Review your data sources and Instructions whenever your products, policies, or services change. Remove duplicate or outdated information to help AI Assist find the most relevant answers.

Learn more about fixing inaccurate or incomplete responses with this guide: Fixing incorrect responses delivered by AI Assist

Protect sensitive information
Review your privacy and security requirements before connecting external systems or providing sensitive information. Only collect personal information when appropriate safeguards are in place.

Understand credit usage
AI Assist uses message credits for supported AI features. The credit cost depends on the feature and, where applicable, the selected AI model. For example, Auto uses 3 credits per AI agent reply, while other models may cost more or less. AI Commands also use the selected model's credit cost.

Monitor your usage and add credits or review your plan if you need more capacity.

Learn more with these guides:
Understanding billing for AI Assist
Adding AI Assist message credits

Plan for human escalation
Decide when customers should be offered human support and configure your escalation settings accordingly. Let visitors know your team's support hours and what to expect if no one is available immediately.

Learn more about escalation with these guides:
Training AI Assist to transfer chats to human agents
Using Instructions for escalation

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