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AI Agent
AI Agent
How to Enable AI-Based Knowledge for All Products in Bulk?
To set all your products as a foundation for AI-based knowledge, follow these simple steps:1. Subscribe to a Paid PlanTo access AI-powered features, you must be on a paid subscription plan that includes AI conversation capabilities. Ensure you have upgraded your account accordingly.2. Activate the AI Conversation FeatureOnce your subscription is active. You’ll find an option to activate AI conversation for your products.3. Enable AI Knowledge for All ProductsAfter activating the AI feature, on a list of all your products, a small box will appear on a list of all your products. From here, you can enable AI-based knowledge for all of them in bulk, setting them up as the base for AI interactions. With these steps, you’ll easily establish your entire product range as the foundation for AI-powered knowledge.Not completely satisfied with this page?Feel free to reach out to us for personalized customizations and further assistance!
How to subscribe AI?
1. Navigate to the billing page of your account.2. Select AI when you choose the planAI Pricing DetailsCharges Per Conversation: $0.20 per conversation quota after AI activation.Quota Increases: When you increase your conversation quota, the AI quota will automatically increase as well.Notes:Each workspace starts with 10 free one-time AI quotas.Every time an AI function is used (like AI optimize, AI-generated replies, AI Translation), it counts as one quota.If a conversation has already used a quota, you can continue using AI in that conversation even if there are no remaining quotas.Once your free quotas are exhausted, AI features will be disabled unless you purchase additional AI quotas during your subscription.
How does AI work?
Willdesk offers powerful AI features, including Will AI Agent and Live chat message automatic takeover. It supports multiple communication channels: Live ChatWhatsAppInstagramFacebook MessengerThese functionalities rely on your knowledge base to work effectively. Maintaining a well-organized and comprehensive knowledge base is crucial to ensure the AI delivers accurate and relevant responses. Below, we explain the features available under different AI modes and how they integrate with your knowledge base.1. Will AI Agent: Overview:Will AI Agent is a core feature in Willdesk that provides access to various AI functionalities, including reply optimization, AI-generated responses, and translation capabilities. Key Features:AI OptimizeAutomatically refines reply content for professionalism, clarity, and friendliness.Analyzes context to adjust tone and wording, ensuring high-quality communication.AI-Generated RepliesQuickly creates high-quality responses tailored to customer inquiries.Saves time and improves response speed, especially for FAQs and complex queries.AI Translation & Auto TranslationProvides real-time multi-language translation to bridge language gaps.Automatically translates customer messages and generates replies in the appropriate language, enabling seamless cross-language interactions.Important Note:Master Switch:The Will AI Agent button is the master switch for all AI functionalities.If this button is turned off, all AI features (e.g., optimization, reply generation, translation, Live chat message automatic takeover mode) will be disabled.2. Live chat message automatic takeover: Overview:When enabled, this feature allows the AI to automatically respond to customer messages in real-time. A Takeover button will appear in the inbox, allowing manual intervention if needed. Key feature: 1. Real-Time Customer Interaction:The AI detects incoming messages and generates instant replies, addressing common inquiries automatically and freeing up agents to focus on complex or high-priority issues.2. Automatic Language Detection and Switching:The AI automatically detects the customer's language and seamlessly switches to respond in the appropriate language, enabling smooth communication across different regions.3. Customizable Responses:You can review and modify the AI's automatic replies, ensuring they align with your brand's tone and policies.4. Seamless Transition to Human Support:The Takeover button allows customer service agents to step in at any time for personalized assistance, ensuring flexibility and a human touch when needed.5. Knowledge-Base Integration:Pulls responses directly from your knowledge base, including FAQs, product details, and extracted historical conversation data, ensuring accurate and relevant answers.How It Works:Once your store is integrated with Willdesk, the AI will automatically pull data from:FAQ articles created and published in Willdesk.Product information from your store.Shopify store’s Terms & Policies under Settings → Policies.Extracted by AI: The AI analyzes historical conversations to extract potential answers. These extracted answers can be reviewed, edited, and added to your knowledge base under the "In this knowledge" section.With the appropriate plan, you can activate all knowledge base data with one click, enabling the AI to automatically provide accurate responses to customer's questions based on your knowledge base content. 3. What Is a Knowledge Base?Overview:The knowledge base is the foundation of Willdesk AI’s capabilities. The AI relies on the data stored here to generate relevant and accurate responses to customer inquiries.Key Components of the Knowledge Base:Products: Product details about your store’s offerings.FAQs: Published FAQ articles within Willdesk.Terms & Policies: Shopify settings under Settings → Policies.URLs: Public websites synced for additional data.Q&A Pairs: Custom question-and-answer sets you create.Extracted by AI: Answers automatically generated from historical conversations.You can review and modify these answers in the Extracted by AI section under Questions.Verified answers can be added to the "In this knowledge" section for future AI reference. Not satisfied with this page? Please contact us for more customizations!
How to Enable AI Auto-Reply for Customer Messages?
Overview:When enabled Live chat message automatic takeover, this feature allows the AI to automatically respond to customer messages in real-time based on you knowledge base information. It supports multiple communication channels: Live ChatWhatsAppInstagramFacebook MessengerHow It Works:Once your store is integrated with Willdesk, the AI will automatically pull data from:FAQ articles created and published in Willdesk.Product information from your store.Shopify store’s Terms & Policies under Settings → Policies.Public websites synced via URL (available with specific plans).Extracted by AI: The AI analyzes historical conversations to extract potential answers. These extracted answers can be reviewed, edited, and added to your knowledge base under the "In this knowledge" section.With the appropriate plan, you can activate all knowledge base data with one click, enabling the AI to provide accurate responses based on your knowledge base content.Here's a guide to help you set it up:1. Step 1: Enable Live chat message automatic takeover, please go to Automation → AI Agent → Overview, choose the store, and turn on the takeover switch.2. Once enabled, the AI will automatically respond to customers based on the information in your knowledge base. 3. It will also automatically switch languages based on the customer's language preference or request. 4. Conversations replied by AI will display a chatbot icon in the conversation list. 5. You can also click the chatbot icon "Close chatbot" in the top-right corner to close the chatbot and stop AI from continuing the reply.
How to Use AI to Translate Customer's Message?
AI Translation For Incoming MessageWilldesk offers two AI translation features: Manual and Auto Translation. Manual translation allows users to translate incoming messages by clicking the "AI Translate" button, while auto translation automatically translates messages into the default language. AI translation manually:1. Step 1: Ensure the AI Agent is enabled by going to Automation → AI Agent → Overview, and selecting the store you would like this setting to apply.2. Step 2: After enabled, an "AI Translate" icon will appear next to the customer message.3. Step 3: Click Will AI Auto Translation Setting to set or change the default language.4. Step 4: Click the AI Translate button to translate the message into the default language you set.Auto Transition:1. Step 1: Click Will AI Auto Translation Setting 2. Step 2: Enable Auto Transition to automatically translate incoming messages to the default language.Not satisfied with this page? Please contact us for more customizations!
How to Use AI to Translate My Message?
AI Translation For Sending Messages1. Step 1: Ensure the AI Agent is enabled by going to Automation → AI Agent → Overview, and selecting the store you would like this setting to apply.2. Step 2: After typing your message, click the AI translate buttonin the top-right corner.3. Step 3: The AI will translate the message into the default language, or you can choose to translate it into a different language.4. Or you can also hover over the “Send” button and choose "Translate and send" to automatically send the translated message.Not satisfied with this page? Please contact us for more customizations!
How to use AI optimize to polish my sentences?
1. Step 1: Enable Will AI Agent, please go to Automation → AI Agent → Overview, and choose your store. (Note: The AI switch and data will refresh when switching stores.)2. Step 2: Once AI is enabled, click the “AI Reply” button next to a customer’s message to generate a reply. (The answer will be based on your knowledge base information.)The AI will automatically generate a reply draft in the input box.3. Step 3: You can click the “AI Optimize” button to polish and enhance the draft.Not satisfied with this page? Please contact us for more customizations!
How does AI work on Willdesk?
1. Willdesk AI OverviewThe AI functionalities available in Willdesk include the Will AI Agent and Will AI Automatic Takeover.1.1 Will AI Agent: In this mode, you can access features like AI optimize, AI-generated replies, and AI Translation in the inbox.(PS:Please note, this button is the master switch for AI functionalities. If this button is turned off, all AI functionalities will be disabled.)1.2 Will AI Automatic Takeover: When enabled, the AI will automatically respond to customer messages. A takeover button will appear in the inbox.2. Knowledge baseWilldesk AI will read information from your knowledge base. The AI relies on the data stored in the knowledge base to provide relevant responses to customer inquiries. The knowledge base includes the following data types: Products, FAQs, Policies, URLs, and Q&A pairs.FAQs: Only published data will be read by AI.Policies: Data from Shopify backend under Settings→Policies.2.1 How does Will AI Agent work?Will AI AgentGo to Automation→AI Agent→Overview, and choose your store. (Note: The AI switch and data will refresh when switching stores.)2. Once AI is enabled, click the “AI Reply” button next to a customer’s message to generate a reply.The AI will automatically generate a reply draft in the input box.3. You can click the “AI reply” button to polish and enhance the draft.4. In the AI Optimize section, you can adjust the reply type and tone, and the AI will regenerate the message accordingly.2.2 AI Translation For Incoming MessageEnabling the AI translation feature allows translation based on the specified language.AI translation manually:Ensure the AI Agent is enabled by going to Automation→AI Agent→Overview, and selecting your store.2. An "AI Translate" icon will appear next to the customer message.3. Click Will AI Auto Translation Setting to set or change the default language.4. Click the AI Translate button to translate the message into the default language.Auto Transistion:You can enable Auto Translation to automatically translate incoming messages to the default language.2.3 AI Translation For Sending MessagesAfter typing your message, click the translate buttonin the top-right corner.2. The AI will translate the message into the default language or choose another language.3. Or you can hover over the “Send” button and choose "Translate and send" to automatically send the translated message.2.4 Will AI Automatic takeover1. Enable Will AI Automatic Takeover by going to Automation→AI Agent→Overview, choosing your store, and turning on the takeover switch.2. In More Settings, select the knowledge base for each channel.3. Go to the Message Channel page to select the appropriate knowledge base for channels like Facebook or Instagram.4. Enable the Automatic Handover button. AI will automatically respond based on the knowledge base content.3. How to manage my knowledge base?3.1 Product:When users inquire about product questions, the system will search for relevant products in the knowledge base and respond based on the product information. Note: Products Shopify-integrated stores will be displayed here, but not for JS-integrated stores.1. Please go to Automation➡️AI Agent➡️Knowledge base. Choose the store's knowledge your want manage.2. Enter your email address. If the AI cannot find relevant information in the knowledge base, it will send a message asking customers to contact this email address.3. Ensure that the Products button is enabled.4. You can click the Preview Answer button in the upper right to check the AI's response.5. For example, if you enter a product keyword, the AI will automatically respond with information related to that product.6. Additionally, you can click +Add Question to customize answers. You can find the question in the Questions section.7. Let's see how the final result looks.3.2 URLsYou can add URLs for the AI to learn and read from.2. When adding URLs, they must begin with "https://" or "http://." The only exception is if the URL starts with "www.", which will automatically be changed to "https://" when the data is submitted. Duplicate URLs cannot be added.3. Uploaded URLs will have one of three statuses: Done, In Progress, or Failed. However, even if the status is "Done," it doesn't guarantee proper functionality. If issues arise, please contact customer support.3.3 QuestionWhen adding a Q&A pair, if the customer’s message matches the question title, the AI will respond with the pre-set answer and optimize the content accordingly.4. What happen if AI can't answer the question?1. When the AI recognizes that the knowledge base does not contain the relevant information and cannot provide a response, it will send a message: Transferring to a human customer service representative. The following situations will trigger an AI handover to human support:The customer requests to speak to a human.The AI cannot recognize the customer's reply.The AI detects that the customer is upset.For example:2. A notification titled Requires human assistance will appear on the left-side conversation list until a human agent steps in. The notification will also display the chatbot’s avatar.3. By clicking this button, the AI will stop replying to that conversation, and it will be automatically assigned to the agent who clicked the button. The conversation cannot be reverted back to AI once taken over by a human agent.5. Can the AI Agent be used across multiple channels?Yes. Willdesk AI supports channels such as Live Chat, Facebook Messenger, Instagram, and WhatsApp.For channels other than Live Chat, you must first link the channel to the Live Chat knowledge base. A single channel can be linked to only one knowledge base, but multiple channels can be linked to the same knowledge base.To set this up:Go to Automation→AI Agent→Message Channel, and select the channel you wish to enable AI Reply or Automatic Handover for.2. Select the store knowledge base you want to link, and enable the AI Reply or Automatic Handover button.Enable AI Reply: After enabling, the AI Reply button will appear for manually triggered replies.Automatic handover: Once enabled, the AI will automatically respond to conversations.6. Can AI work alongside Workflows?No. If the AI and takeover functions are enabled, and the conversation is under AI control, workflow triggers like send message, new conversation, or visit page will not be triggered.7. AI PricingCharges per conversation: $0.20 per conversation quota once AI is activated.When increasing the conversation quota, the AI quota will also increase.Notes:Each workspace starts with 10 free one-time AI quotas.Every time an AI function is used (like AI optimize, AI-generated replies, AI Translation), it counts as one quota.If a conversation has already used a quota, you can continue using AI in that conversation even if there are no remaining quotas.Once your free quotas are exhausted, AI features will be disabled unless you purchase additional AI quotas during your subscription.