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AI Assistant
AI chatbot setup
Configure your AI assistant to handle common questions automatically.
AI chatbot setup
The Winora AI assistant can handle incoming conversations automatically, suggest replies for agents, and summarise long threads - all powered by your knowledge base.
Plan requirement: AI features are available on the Gold plan and above.
Enabling AI
- Go to Settings → AI Assistant.
- Toggle Enable AI assistant on.
- Choose a mode:
- Suggest only - AI drafts replies for agents to review and send.
- Auto-reply - AI sends responses automatically and escalates to an agent when confidence is low.
Configuring the bot
| Setting | Description |
|---|---|
| Bot name | Name shown to customers when the AI is responding |
| Fallback message | Sent when the AI cannot find a confident answer |
| Escalation threshold | Confidence score below which conversations are routed to a human |
| Business hours | AI only auto-replies during specified hours |
Testing
Use the Test conversation button in Settings → AI Assistant to simulate an incoming message and see how the AI responds before going live.