AI chatbot & knowledge base grounding

When enabled, our AI chatbot automatically engages live chat website visitors before a human support agent steps in. The bot uses strict retrieval-augmented grounding based exclusively on your published knowledge base articles and help documentation. This ensures every automated response accurately reflects your internal content rather than relying on generic, unverified AI assumptions.

This grounded approach has two major practical benefits for your customer support workflow:

Direct Content Quality: The AI's accuracy relies entirely on your documentation. Publishing clear, factual, and up-to-date help center articles about pricing tiers, technical setup, and common troubleshooting steps directly boosts your automated resolution rates.Smart Escalation & Hallucination Prevention: If a visitor asks a question that is not covered within your existing help articles, the chatbot will refrain from guessing or hallucinating answers. Instead, it seamlessly hands off the conversation directly to your human support team. You retain complete operational control over your customer messaging at all times. If you prefer manual handling—such as during high-stakes product launches or seasonal campaigns—you can instantly disable the AI chatbot at any time by navigating to Settings → Live Chat.