Bots and AI answers · coview docs

A buttons bot that greets visitors, answers the common questions and hands over to a person with what they chose, and an AI that answers from your FAQs, documents and pages.

Two bots can take the first turn in your chat widget, in Settings › Bots & AI: a Buttons bot that offers choices, and AI answers that reply to what visitors type from what you've taught it. Both hand the chat to your team the moment a visitor wants a person, and both show even when nobody is online. Changing them needs the Workspace settings permission.

The buttons bot

When a visitor opens the chat, the bot greets them and offers up to 6 choices. Each choice does one thing:

Answer it: the bot replies with your text (shipping times, opening hours, prices).
More choices: a submenu, up to 3 levels deep.
Hand to a person: the chat goes to your team with everything they chose.
Open a page: an address of yours in a new tab.
Open the bug report: the report form, with the screenshot and the page's errors.

Set the Greeting, the Choices, what it says When a person takes over and When nobody is online, then switch Buttons bot on. When nobody is online, a hand-over becomes a ticket that keeps the whole exchange, and your team answers it when they're back (by email too, when the visitor left theirs). Visitors can always type instead of choosing.

AI answers

With AI answers on, the AI replies first when a visitor types. It answers only from what you give it:

FAQ: a question and its answer.
Document: paste a help article, a price list or your policies.
Web page: an address; coview reads the page's text once, when you add it. Add it again after the page changes.

Give it Its name (what visitors see, "Assistant" by default) and Your guidance: tone, what never to promise. Use Try it to ask a question and see its answer before visitors do.

It hands the chat to your team when it isn't sure, when the visitor asks for a person, a refund or a change to their account, or reports a problem only your team can look at. The inbox marks a chat the AI is answering with AI answering; it steps back for good as soon as one of your team writes.

Plans

Buttons bot: Starter and up.
AI answers: Growth 1,000 answers a month, Business 5,000, Enterprise 20,000; a trial 100. When the month's answers are used, chats go straight to your team. Settings › Bots & AI shows how many were used this month.