Enable AI answers
- Go to Settings → Communication → Live Chat.
- Turn on AI answers first in the AI Assistant card.
- The AI now replies instantly to every new conversation until an agent takes over.
Give the AI your business knowledge
In "What the AI should know about your business", describe your products, services, pricing, FAQs, policies and hours — up to 60,000 characters, and markdown headings work great for structure. The assistant answers using only this content, so the more specific you are, the better the answers.
Or generate it from your website in one click
- Enter your website URL (pre-filled from your company profile).
- Click Generate from website.
- Vedain reads your homepage plus key pages — about, pricing, FAQ, contact — and drafts a clean knowledge document.
- Review and edit the draft, then click Save Live Chat settings.
How handoff to a human works
- •With "Talk to a human" escape on, phrases like "talk to an agent" instantly stop the AI and flag the chat as Needs human.
- •Add your own extra handoff phrases — e.g. "complaint", "refund", "escalate".
- •When the AI doesn't know an answer, it says so and offers to connect the visitor with your team.
- •Any agent reply takes the conversation over permanently — the AI stays out from then on.
Starter questions
Add up to five starter questions — tappable chips like "What does it cost?" shown when a chat begins. They guide visitors to the questions your AI answers best and dramatically increase engagement.
Tips for great AI answers
- •Include exact prices and plan names — the AI quotes them verbatim and will not guess.
- •Add your refund/cancellation policy word-for-word to avoid ambiguity.
- •List your support hours and typical response times.
- •Update the knowledge whenever your pricing or offering changes — it takes effect immediately.
Frequently Asked Questions
Will the AI make up answers it doesn't know?
No. The assistant is instructed to answer only from the knowledge you provide. When something isn't covered, it says it's not sure and offers to connect the visitor with your team.
How quickly do knowledge updates take effect?
Immediately after you save — the very next visitor message is answered with the updated knowledge.
Can I see which conversations the AI handled?
Yes. Every AI reply is labelled in the conversation thread, and the analytics tab shows how many chats were resolved without human help.
Does "Generate from website" work with any site?
It works with any public website. It reads your homepage and up to four key pages (about, pricing, FAQ, contact) and distills them into an editable draft — you always review before saving.
Ready to put this into practice?
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