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 brings affordable, 24/7 customer support and lead capture to your business by automating routine conversations while letting your team focus on higher-value work.

AI Assist handles many customer requests instantly, scales to meet demand, and integrates across channels — all while keeping you in control of tone, data, and escalations.

Key benefits

Lower operating costs
AI Assist answers routine questions automatically, helping reduce the need to hire extra staff for common inquiries.
Scales instantly
The system can handle many simultaneous conversations so you don’t miss opportunities when traffic spikes.
Always available
Customers get instant replies outside office hours, which is especially helpful for businesses with international visitors.
Consistent, instant responses
AI Assist delivers repeatable answers that follow your messaging guidelines and brand voice.
Improves productivity
By handling repetitive tasks, AI Assist frees your agents to work on complex cases and relationship-building.
Better lead capture and sales support
The assistant can proactively qualify visitors and guide them toward bookings or purchases.
Multi-channel support
Use AI Assist across your website chat, Facebook Messenger, ticketing and other channels from one place.
Data and insights
AI Assist analyzes conversations so you can spot common issues, customer needs, and opportunities for product or marketing improvements.

When you should still use human agents

AI Assist handles many tasks, but human agents are still essential for:

Complex or sensitive issues (legal, emotional, or safety-related).
High-touch sales, negotiations, or personalized consultations.
Building long-term relationships with VIP customers.

Addressing common concerns

You stay in control
Train AI Assist with your business data, monitor performance, and step in anytime to take over conversations.
Free to try
A free AI Assist plan is available so you can test the feature before upgrading to paid plans. Learn more about AI Assist plans here: AI Assist Plans and Subscriptions
Easy to set up
The setup guides and wizard make activation straightforward for most users; technical integration options exist for advanced needs.
Your data is secure
We take data privacy and security very seriously. AI Assist adheres to industry standards and regulations to ensure your customer data is safe and protected.
See these articles to learn more:
How AI Assist uses your data securely
Privacy Policy
Data Protection
AI Assist augments, not replaces, staff
AI Assist doesn’t replace human agents—it enhances customer service by managing routine inquiries efficiently. This allows your team to focus on more meaningful interactions, leading to cost savings, increased efficiency, and happier customers.

Quick start — recommended next steps

See our getting-started guide
Follow the steps in this guide: Getting started with AI Assist. Choose a plan (Hobby is free), and let the setup wizard help you set things up.
Choose channels and persona
Assign the agent to the channels you want (chat, tickets) and set the agent’s Alias, Position Title and short description so customers see a clear identity.
Provide quality data
Add knowledge-base articles, FAQs, product pages, or API integrations so AI Assist can answer accurately. High-quality, up-to-date data makes responses better. Learn more about data sources here: Understanding AI Assist’s Data Sources
Review Base Prompt and behavior settings
Use the provided default base prompt to start; modify it cautiously and test changes — you can always revert to the default. Set availability, escalation rules, and delays if you want a more human-like interaction. Learn more about the Base Prompt with this guide: Getting started with the Base Prompt
Test and monitor
Use the widget preview to test responses, monitor message usage (monthly allocations apply), and refine data sources and prompts as needed.

Additional considerations

Start small
Start using AI Assist for common FAQs or pre-sales queries first, then expand once you see consistent performance.
Monitor and iterate
Regularly review conversations and correct or improve data sources and base prompt instructions. Continuous monitoring prevents drift and maintains quality.
Protect sensitive data
Don’t feed personal or regulated data unless you’ve validated security and compliance for those data flows.
Plan for message usage
Paid plans have monthly message allocations. Track usage and purchase additional credits or upgrade if you exceed limits. Learn more here: How to top up AI Assist message credits
Escalation workflows
Configure clear escalation rules so visitors can reach a human quickly when needed. Escalation settings are available on paid plans.

Learn more about escalation with these guides:
How to train AI Assist to transfer chats to human agents
Using Base Prompt instructions for escalation