1. Willdesk AI OverviewWhat are the AI modes in Willdesk?Will AI Agent: This mode is activated when the AI is enabled. You can access features like Magic Wand, AI-generated replies, AI scoring, and translation in the inbox.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 button in 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 takeoverEnable Will AI Automatic Takeover by going to Automation→AI Agent→Overview, choosing your store, and turning on the takeover switch.In More Settings, select the knowledge base for each channel.Go to the Message Channel page to select the appropriate knowledge base for channels like Facebook or Instagram.2. 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.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.What is AI Scoring?After enabling AI, you can score AI-generated replies directly within the conversation.When hovering over the AI's response, a scoring button will appear. Clicking it will bring up the scoring feature. If the score is 5, only the score will be recorded, with no further actions triggered. If the score is below 5, a popup will prompt the user to input the correct response. After inputting, the current information and AI's previous response will be used as the question title to create a Q&A pair.If the score is below 5 but no answer is provided, only the score will be recorded, and you can re-score. If the score is 5, a low score has been previously given with an answer provided, or if the AI button is not enabled, scoring cannot be performed, and the you can only see the scoring feature.6. 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.7. 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.8. 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 brand starts with 10 free one-time AI quotas.Every time an AI function is used (like Magic Wand, AI-generated replies, or AI reply scoring), 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.

What is a workflow bot?A workflow bot is a type of chatbot that is designed to automate and streamline business process. The workflow bot feature comprises of three main parts: Template, Flow builder, and Bot setting.How to set up an automated workflow?Please find the navigation bar on the left, then click Template option provided by us and continue configuring the workflow bot till the end.Guidance Overview:Let us build up one FAQ for Online Store template here for example to provide answers to Frequently Asked Questions and 24/7 customer support. In order to make this practice properly, we can start customizing a popup message by following the steps.Step 1: Click a block, and there will be a setting window on the right side.Step 2: Customize the Pop-up Message contents and select Reply type according to your own decision, like nothing to reply after clicking, Message text to contact online agents using our provided sample buttons, or creating your own button actions to make further interactions with your users.Step 3: Click the blue Save button and proceed with your further actions by clicking the plus icon "+" for the rest steps.Step 4: You can also set up the precise action during the process of workflow, by creating a Redirect Button and selecting related functions appearing after operating. In this way, users can access precise pages or functions, like Help Center and Order Tracking, etc.Step 5: If you would like to create a workflow related with product pages, you can also right click the uploaded images and insert related links, so that visitors can access website pages accordingly.Step 6: After finishing all steps in your current workflow, click blue button "Create Flow" and it will be applied immediately on your website.Step 7: Once visitors access your website related pages or contents, there will be a pop up workbot window occurring and visitors can click related icons or buttons to fetch the information needed accordingly.Precautions:1. If a visitor accesses your website page via Chatbot, the whole chat record will occur in the column of Chatbot under Conversations in the Inbox section, kindly note it, please.2. Only under one circumstance will the Chatbot-related message appear in normal Chatboxes: If users write or send a new message in the same Chat forfurther inquiry, this Chatbot message will be transferred from the Chatbot column to All Chats aspect immediately and online agents need to handle it as usual.Flow BuilderAfter finishing the content of Template setup, you can access Flow builder to see the templates created successfully. By clicking Edit icon or Delete icon, you can do the manage individually here also.Bot settingHere you can upload avatar of Bot displaying in your Chat Widget content and customize the displayed name accordingly. Only when you are under Paid Plans will have the permission to edit this section.If you still encounter further issues while using this feature, please do not hesitate to contact us via Chat and we will help and support you here with the best meanwhile. Your feedback and shared issues will be a great improvement on our APP end as well!

Automatic assignment rules can be set up based on the established teams.1. Step 1: Please go to Automation→Conversation group assignment, and click Use template.2. Step 2: Think of a name for your convenience.3. Step 3: Add condition. Select a store URL/Email address, which will take effect according to the team. (PS: You may read Related email integration/multi-store integration articles and complete integration)4. Step 4: Select a team you want the inquiry from regarding email/store to be assigned. 5. Step 5: Click "save changes". Notes:Separate teams were completed based on distinguished rules. Messages from your different emails/stores will be assigned to the different teams according to your rules.Not satisfied with this page? please contact us for more customizations!

You can use our template or customize your own refund rule to identify refunded conversations and quickly assign them to team, marking them as urgent and tagging them, which will reduce your losses and improve efficiency.1. Step 1: Please go to Automation→Tamplate under Automation rule→Identifying and tagging refunded conversations2. Step 2: Edit the keywords you want the system to identify, then select the tag you want to add for this type of message.

To support assignments to different teams based on message keywords, we can combine building workflow and automation rules to support customers in selecting a specific team. As a result, when customers start a conversation and ask for a specific team, the ticket will be assigned to the team automatically, which will effectively optimize the workflow of your different teams to handle with different customer issues.Please kindly check the following steps to set up your automation:Step 1: Choose a workflow template and click a delete icon to remove block & children.Step 2: Click "+" and "Message content"Step 3: Click the block and edit the text in the setting window at the right side of the page, and click "Save" when you are done. Step 4: You can edit the workflow name and then make sure you click "Create Flow" to save the settings. Step 5: Add rules to achieve when incoming messages is "Team *", then assign to team "Team *". Please make sure to click "Save change". With all the settings done, it will work automatically to assign tickets to a specific team as long as your customers choose one. Please contact us if you have any questions, thank you!

What are the advantages of allowing customers to choose a specific team or a teammate to take care of their concerns?👍 There are several advantages:1. Personalized Service: Customers feel more valued when they can select a familiar team member who understands their history and preferences.2. Increased Trust: Building a relationship with a particular team or teammate can foster trust and loyalty over time.3. Customized Solutions: Specific teams or teammates can provide more tailored and effective solutions to address customers' concerns properly.Overall, giving customers the option to choose a team or teammate to handle their concerns can lead to stronger relationships, improved customer satisfaction, and a more personalized and efficient customer experience.How to allow customers to choose a team or a teammate to take care of their concerns?Step 1: Use the template of Triage button and assign to different teamsStep 2: Click the block to raise the settings page, you can edit the text directly to customize your service types. If you need more, please click "+" and choose [Reply buttons] to have more blanks to edit.Step 3: Continue the flow and sign conversations to a specific team or teammate. In addition, it's supported to add tags for the conversations, so that you can better identify and manage your conversations.Step 4: You can pre-set some commonly asked questions or a customized speech to enrich your workflow. Step 5: After finishing settings, you can edit the title of this flow and click [Create Flow] to activate the workflow. With this setting, when a customer opens a new conversation, it is assigned according to the type selected by the user, and the issue information can be collected synchronously by adding the tag. If you have any questions, please feel free to contact Willdesk live chat support for further assistance. Thank you!

What are the advantages of automatic replies according to message keywords?🤖 Automatic replies based on keywords in a user's message offer several advantages:1. Improved Customer Service: It enables quick responses to inquiries, ensuring customers receive timely assistance and information.2. Efficiency: By automating responses, it reduces the workload on customer support teams, allowing them to focus on more complex issues.3. Personalization: By analyzing keywords, the system can tailor responses to the specific needs or questions of each user, creating a more personalized experience.4. 24/7 Availability: With automated responses, users can receive instant replies at any time of the day, even outside of regular office hours.5. Cost-effective: Automating replies can help businesses save time and resources that would otherwise be spent on manual responses.Overall, leveraging automatic replies based on keywords can lead to increased customer satisfaction, operational efficiency, and a more seamless user experience.How to set up automatic replies according to the keywords in the user's message?Step 1: Use the template of Autoresponder bots based on keywordsStep 2: Customize the keywords based on your needs. You can type the keywords directly and click "Enter" to input the text. Please Step 3: Continue the flow. You can click the Message content block to raise the setting window on the right side of the page, then you can edit your answers directly.Step 4: After finishing the setting, you can edit the title of the flow and click "Create Flow" to activate automatic replies according to the keywords in the user's message.Notes: 1. It is supported to add emojis, pictures, attachments, hyperlinks, Shopify products and FAQs via tools in the box.2. It is supported to click "+" to add buttons to set up reply buttons, redirect to a page, start over and customer support, so that you can provide more interactivity for customers.3. If any reply buttons are added, you can continue to click "+" to add the next workflow, add conditions and actions to better meet your needs.

1. Step 1: Please kindly go to Automation > Template under Automation rule > select the template of Conversation auto-closing.2. Step 2: Please set up a specific time for customer non-response time.3. Step 3: And add condition to choose messages channels if you need.Once you save the settings, the auto-closing rule will be active, and apply the rule to new conversations. If you have any questions, please let us know. Thank you!

By collecting additional information about customers, pre-chat surveys not only create opportunities for personalized service, but also help you allocate the right resources to resolve customer queries more effectively.Although we provide a solid Pre-chat survey in Live Chat, some customers need to customize data collection to provide personalized assistance. Therefore, we developed an Automation feature to build a workflow bot to customize data collection.How to build a flow to customize collecting data?1. Step 1: Automation → Template → Use template2. Step 2: Click the delete icon in the first block and "Remove Block&Children"3. Step 3: Click "+" and choose "Collect data"4. Step 4: Click the block and customize the content in the settings window at the right side of the page. All items are editable. Please kindly click "+" and "collect data" to add more values based on your needs. After you have done the setting, please click "Save" at the right bottom of the page. Thank you!5. Step 5: Please feel free to edit the workflow name at the top left blank. Please make sure to click "Create Flow" at the top right of the page to activate the flow. Thanks!Please kindly check the below video for your reference, if you have any questions, please feel free to reach out to Willdesk team. Thank you!

Ⅰ. How to enable After-sales Order flow settings?1. Step 1: In Willdesk dashboard, please go to App Store -> All Apps -> Live chat.2. Step 2: In the Visibility section-> Other blocks, you can enable "After-sales Order Self-service". 3. Step 3: You can also enable the "After-Sales Order Self-Service" in Help Center tracking. Click Edit.4. Step 4: Enable the Track and manage order button on your Help Center page.5. Once the "Track and Manage Order" setting is enabled in the Help Center, a corresponding button will appear on the Help Center page. Clicking it opens the live chat widget.Ⅱ. How does After-sales Order flow work？1. Customers can view and edit orders, i.e. cancel, return/refund order, collect order issue. When they click the widget button, they will be prompted to verify their email code.2. After the customer verifies their email code, their order list will be displayed. You need to create the corresponding order flow so customers can make the appropriate order changes.3. If the customer click the Parcel Panel Return link, it will redirect to the Parcel Panel return center and automatically help the customer with return process.Ⅲ. New Order flow templates for After-sales Order flow1. Return orderAllow customers to initiate a return upon order delivery if the certain conditions are met.It supports Parcel Panel Returns Integration or custom return link. 2. Cancel orderAllow customers to request a cancellation if an order hasn't been processed or shipped.3. Report order issueCustomize scenarios and the corresponding options customers can select when reporting order issues.Ⅳ. New triggers1. Order cancel, it will trigger by order cancel event.2. Order return, it will trigger by order return event.3. Order flow, it will trigger by order flow event.Ⅴ. New trigger conditions settings1. Available stores, you can select "all shops" or a " specific shop".2. Order status, you can combine these trigger with its related order status.3. Order created time, you can combine these trigger with its related order created time.4. Order delivered, you can combine these trigger with its related order delivered time.PS: All above four conditions can be combined with the trigger condition.Ⅵ. New actions1. Report order issueThe "Report order issue" is for Reason collection, customers can select a single choice reason here. And these reasons are not editable.2. Order returnIt supports two types of integration. First, Parcel Panel Returns. In order to use this, you need integrate Parcel Panel Returns.Second, custom integration links. This allows for more flexible, tailored integrations through custom links.Not satisfied with this page? please contact us for more customizations!