How to train AI Assist to include links in responses

The instructions below are for desktops and laptops only.

Providing accurate and helpful information is key to customer satisfaction. With tawk.to’s AI Assist, you can train your AI agent to include relevant links in its responses, directing customers to more detailed information, product pages, or support resources.

Including links in your AI agent’s responses moves the conversation forward, helping customers to:

• Access more detailed information.

• Complete tasks like placing an order or viewing a service.

• Quickly navigate to the exact resources they need.

This article outlines 4 methods for training your AI agent to include links in its responses:

• Including links in your FAQs

• Using your website as a data source

• Using a spreadsheet with links

• Using dynamic search links

If your AI agent relies on FAQs for predefined answers, ensure to include the relevant links directly in the responses. This way, your AI agent will automatically reference them when responding to customers.

2. Enter a URL in the Answer section and click Save.

For example:
Question: “How do I pay?”
Answer: "You can pay at https://mywebsite.com/payments/"

Your AI agent will use the URL as a link in its response:

You can use your website as a data source for AI Assist, and modify the Base Prompt to ensure links are included in responses. This ensures AI Assist pulls the associated links from your website, not just the textual information.

1. Go to the Website tab on the Data Source page, and ensure your website is listed and enabled.

2. Go to your AI agent’s Settings page.

3. Scroll down to the Base Prompt.

4. Add a prompt instructing your AI agent to reference relevant links from your website.

5. Click Save and test your AI agent’s response.

You can create a spreadsheet with the following columns:

• Question/Keyword: The question or keyword your customers may use

• Answer: The response you want your AI agent to provide

• Link: The relevant URL to include in the response

For example:

This gives your AI agent clear instructions to use the correct links in responses.

Then, upload this spreadsheet to your AI agent’s data source:

1. Go to the Documents tab on the Data Source page.

3. Test your AI agent’s response.

If your website supports a modular search path, you can train your AI agent to generate dynamic search result links.

For example, if your website supports a search URL structure like this:

[https://www.example.com/en?products[query]=key+phrase****]

You can modify the Base Prompt with instructions to generate search links based on customers’ queries.

Here’s an example prompt:

“- If the customer is looking for a product by referring to its category or type, direct the customer to https://www.example.com/en?products[query]=[key+phrase] and fill [key+phrase] replacing spaces with pluses, for example, if the customer is looking for Android Phone direct them to https://www.example.com/en?products[query]=android+phones”

For in-depth instructions on crafting base prompts to generate search result links, see our community article: Best way to make sure your AI answers consistently and directs users to correct URLs

To learn more about data sources, see this helpful guide: Understanding AI Assist’s Data Sources

To learn more about the Base Prompt, see this helpful guide: Modifying the Base Prompt

Test and refine

Continuously test and refine your AI agent’s responses to ensure the accuracy and relevance of the included links.

By following these steps, you can effectively train AI Assist to provide valuable links within its responses, empowering your customers with easy access to essential information and streamlining their overall experience.

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