How do I set up AI replies from my knowledge base?

Answer from the knowledge base

Under Live chatChat settingsAI assistant, choose when the assistant answers: never, only when nobody is online, or always as first responder. It answers only from your knowledge base — the articles, Q&A pairs and URLs you add under Live chatKnowledge base — and says so when it cannot find an answer.

1. Add 10–20 articles first. Shipping, refunds, pricing, account. Short articles with one topic each work better than one long FAQ page.
2. Set the handoff rule. Hand over to a human after N unanswered turns, when the visitor asks for a person, or on keywords such as “refund” or “cancel”. The visitor sees a system line; the agent sees the whole AI conversation.
3. Keep the AI label on. Replies are marked as automated in the visitor window. In many regions that disclosure is required; it also sets expectations.

Knowledge-base limits are 20 items on Free, 200 on Pro, 2,000 on VIP 1 and 10,000 on VIP 2.

Drafts, safety and privacy

• In suggest mode an agent edits the AI draft before it is sent; in auto-reply mode it sends directly.
• Message text is sent to the translation and language-model providers only for the message being processed, and is not used to train models.
• Your chat privacy notice should mention automated replies and translation.