The AI chatbot and knowledge base grounding

When the AI chatbot is enabled, it answers live chat visitors before an agent joins. It is grounded in your published knowledge base articles, which means it answers from your content instead of inventing generic advice.

Two consequences follow. First, the quality of the bot is the quality of your articles: publish clear, factual pieces about pricing, setup and common problems. Second, if the answer is not in your knowledge base, the bot hands the conversation to your team rather than guessing.

You can switch the bot off at any time in Settings -> Live chat, for example during a launch when you want a human on every conversation.