Getting started with AI Assist

AI Assist adds three new AI-powered tools to the tawk.to platform:

• Apollo AI Bot

• Smart Reply

• AI Commands

Activating AI Assist for your business brings a multitude of benefits that can significantly enhance your operations and customer experience. Apollo gives you the advantage of being available to respond to customer inquiries 24/7, ensuring that no query goes unanswered and customers feel attended to at any time of the day.

Prefer to respond to chats yourself? By using Smart Reply and AI Commands your team will be able to handle customer interactions more efficiently, with fewer errors. The accuracy and effectiveness of AI-generated responses further contribute to ensuring that your team delivers high-quality, professional responses that reflect positively on your brand.


To activate the AI Assist add-on or learn more about how it works, make your way to the Add-on area by selecting the cube icon in the upper tab menu.


If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.


Then, in the AI Assist pane, select the Activate Now button.

There are multiple plans depending on your expected usage.

The Free Plan allows you to generate up to 100 messages with a limit of 500,000 characters. Each time your AI Bot sends a response, when you generate a smart reply, or use an AI command, it counts as a message. Refreshing or creating a new reply or command will also be considered as a message. This limit ensures that you can effectively manage your interactions and utilize AI Assist within the allocated message quota of the Free Plan.


Once you have selected your plan, click the Activate Now button to the right of your screen.


That’s it. You can now proceed with the Setup Wizard.

Choose a Data Source

In order to create a response that is correct and consistent the AI Assist add-on will use selected data sources, determined by you. There are five data sources that AI Assist can use.

1. Ingested website URL

2. Your tawk.to Shortcuts

3. Uploaded document

4. Your tawk.to Knowledge Base

5. Plain Text input

AI Assist is designed to provide accurate and consistent responses by utilizing data from various sources. Depending on your preferences, you can choose to enable one or multiple data sources for the AI Assist add-on. If you enable all five sources, AI Assist will access information from each area to generate responses. However, you also have the flexibility to select specific sources if you prefer. This allows you to tailor the AI's Data Source according to your specific needs. AI Assist will leverage the selected sources to deliver informed and accurate responses to your customers.

The more relevant your data source is. The better AI Assist will respond. But this is an iterative process just like training a new team member. To get the most out of this add-on you will need to review the responses and update the information as your business evolves.

Keep in mind. The plan you have selected will determine how much data can be entered in these three areas.

The table below shows the price and the maximum number of characters allowed as your data source for each plan. 

Website URL

AI Assist includes website and sitemap URL input functionality. The system will now automatically crawl and ingest web pages listed in Data Source. If the URLs provided redirect, the final redirected URL will be internally stored.

In the website ingestion process, pages in the subdirectory of the provided URL are ingested. For sitemap ingestion, all pages within the domain are ingested (limited to 500 pages per website).

You can open any of the listed pages to view and edit content as you fit. Note that during this process, the system excludes text within certain tags and class elements including 'nav', 'script', 'footer', 'sidebar', 'modal', etc.

Website Ingestion page count limit is based on the subscription plan as follows:

Free: 100 pages

Growth: 500 pages

Business: 2000 pages

Enterprise: 10000 pages

Shortcuts

Shortcuts provide you with ready-made template responses that can be utilized during live chat conversations with visitors. These time-saving tools ensure that your responses are not only accurate but also maintain a consistent tone and style across interactions.

You can learn more about creating and managing shortcuts in this article: Creating and Managing Shortcuts

In this step of the Setup Wizard, you also have the ability to create new shortcuts by clicking the Add Shortcut button as well as editing the existing shortcuts by clicking the pen icon in the drop-down menu.

Upload Document

Documents can also serve as Data Source for the AI Assist. We currently support PDF, TXT, and CSV formats with the following limitations:

PDF: Only text is extracted. Scanned or imaged pages and empty pages are ignored. The maximum file size is 10MB. All extracted text is split into 1000-character knowledge chunks.

TXT: Maximum file size is 5MB. Any row exceeding 1000 characters will be ignored. Text is split into 1000-character knowledge chunks.

CSV: Maximum file size is 5MB. Empty rows and rows exceeding 1000 characters are ignored. Each row, prepended with its column name, forms a knowledge chunk.

Knowledge Base

The tawk.to Knowledge Base acts as a convenient online repository, accessible to both customers and team members. It allows you to curate a wealth of valuable resources, including informative tutorials, frequently asked questions (FAQs), comprehensive policies and procedures, helpful tips and tricks, and detailed guides. The best part is that you can effortlessly add new content, publish it for easy access, and ensure it remains up to date with minimal effort.

Learn more about our free Knowledge Base product in this article: What is the Knowledge Base

Learn how to set up your Knowledge Base with our dedicated guide: Setting up your Knowledge Base This step-by-step article will walk you through the process, helping you establish a robust and user-friendly Knowledge Base for your organization.

Plain Text

The AI Assist product leverages the data you input in the Text area as a valuable source of information. This area allows you to conveniently enter new information directly or easily copy and paste content from existing sources.

Note: There is a limit of 10,000 characters in the Text area

The tawk.to Knowledge Base acts as a convenient online repository, accessible to both customers and team members. It allows you to curate a wealth of valuable resources, including informative tutorials, frequently asked questions (FAQs), comprehensive policies and procedures, helpful tips and tricks, and detailed guides. The best part is that you can effortlessly add new content, publish it for easy access, and ensure it remains up to date with minimal effort.

Learn more about our free Knowledge Base product in this article: What is the Knowledge Base

Learn how to set up your Knowledge Base with our dedicated guide: Setting up your Knowledge Base This step-by-step article will walk you through the process, helping you establish a robust and user-friendly Knowledge Base for your organization.

Plain Text

The AI Assist product leverages the data you input in the Text area as a valuable source of information. This area allows you to conveniently enter new information directly or easily copy and paste content from existing sources.

Note: There is a limit of 10,000 characters in the Text area

Personalize the identity of your new AI Bot.

The first option you will discover when visiting the Settings area of AI Assist is to customize the bot's Persona. This will allow you to change the image, name and position title your visitors will see when the bot responds to a chat.

The Alias field is the name that visitors will see when the AI Bot joins a chat.

You can give your AI Bot a new Position Title in the field below. If you prefer that no Position Title shows, just leave this field empty.

Finally, you can change the Avatar that will be shown when the AI Bot joins a chat.

Click on the drop down menu titled, Modify Alias Image, then click Select Avatar, it will open a gallery of avatar images for you to choose from.

You can revisit Setup Wizard at any point from AI Assist Settings

The Base Prompt

The base prompt serves as the foundation for Apollo's exceptional customer service. It guides Apollo's responses on your behalf, influencing the conversation and its effectiveness. Crafted with precision, the base prompt empowers Apollo to represent you accurately and efficiently, aligning with your intentions and desired outcomes.

To help you get started, we provide a generic base prompt with clear instructions for Apollo's responses. It covers aspects like greeting users, avoiding justifications or off-topic answers, and presenting itself as an AI assistant. Modifying the base prompt should be done cautiously, as it can negatively impact Apollo's response quality.

To learn more about the Base Prompt and how to modify it please read this article: Modifying the Base Prompt

If you have edited the Base Prompt and are not happy with the result, you can go back to the original instructions by clicking the Use Default button.

Customizing the base prompt allows Apollo to respond consistently with your brand and customer interactions. Crafting effective prompts may require trial and error, but it optimizes AI responses and enhances the user experience. After editing the base prompt, click Update AI to implement the changes effectively.

To help you test the accuracy and efficacy of your base prompt, we provide a simulation feature that allows you to test Apollo's responses to typical customer queries or statements. Simply enter the expected visitor input on the right-hand side of your screen and observe how Apollo responds. This enables you to fine-tune your base prompts before implementing them live.

Behavior Settings

The Apollo Scheduler allows you to manage the days and times you would like Apollo AI Assist to be available. For example, you may only want Apollo available after hours. To activate the scheduler and limit the number of hours Apollo AI Assist is available, first toggle the button beside Schedule Apollo’s Availability to On ( Green ). Then click the Manage button

Begin by checking you have the correct time zone and then select the days you want Apollo AI Assist to be available by toggling the switch under each day.

Once a day is activated, you'll see a line made up of gray and green sections representing the 24 hours of the day. Gray areas on the timeline shows when Apollo Ai Assist will not be available. The green sections show Apollo AI Assist will be available.

If you need to break the day up into multiple sections, you can add another timeline for the same day by clicking the green + Add New button. 

To activate a delay from when the chat starts to when Apollo AI Assist responds first enable the function by toggling the button to the right ( Green ), You can then select the drop down menu to set the delay from 10 seconds all the way up to 5 minutes. 

Activate your AI Assist features

The last step is to activate which of the three features you would like to use.

To activate one or more AI Assist features, toggle the switch beside it to the on position (green).

Congratulations! Your AI Bot, Smart Reply and AI Commands are now ready to use.


Have a question or need help with your base prompt, or other details related to AI Assist? We’re here to help. Start a chat or reach out to our support team by scheduling a call.

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