AI Tools: Managing the Front Desk Agent

Let’s say you run an online clothing store and want to make sure your agent always shares your shipping policy, but never gives out internal business details. Here's how you could set up training rules:

Knowledge rule: Our standard shipping time is 3–5 business days for all US orders. Free shipping is available for orders over $75. If you need your order sooner, select expedited shipping at checkout.

Restriction rule: Do not provide information about staff-only or unpublished promo codes. If a customer asks about unpublished discounts, direct them to our promotions page.

Creating knowledge rules enables your agent to give your site visitors accurate answers. The more knowledge rules you add, the more reliable its responses will be.

Note: The AI will only refer to the text in your uploaded file, not to any uploaded images.

  

Restrict your agent from providing visitors with information on topics, giving your more control over the way it communicates. By adding topics that it shouldn't answer questions about, such as income or your days off, you can define the boundaries of your business.

Edit information you enter in a knowledge or restriction rule.

It is not possible to edit knowledge rules that you added by uploading a PDF/DOCX file. However, you can remove the original knowledge rule and add a new one with the updated file.

Delete training rules you created.

Both the AI Site Chat and the Front Desk Agent use training rules to improve AI-generated answers, but their training rules are managed separately. Changes you make to the AI Site Chat’s training rules only affect the AI Site Chat, while rules you add to the Front Desk Agent can also help the AI Site Chat answer questions more accurately. There’s no automatic sharing of rules between them, but any business knowledge you add to the Front Desk Agent will support both tools if it’s relevant.

Yes, the agent will still read the information publicly available on your site to provide responses to your customers.

However, we recommend adding knowledge and restriction rules to increase the agent's accuracy and reliability, allowing it to give an even better level of service. This also reduces the need for you to edit the agent's responses when reviewing and approving messages.

Linking related site pages to rules helps the agent provide even more accurate and context-aware responses when a visitor asks about that topic. By linking a training rule to the relevant page (e.g. a product page, event, or FAQ), the agent understands the context better and can:

The Front Desk Agent cannot be deactivated.

If you use the AI Site Chat, you can deactivate it to stop it from automatically answering conversations. To do this, go to the AI Site Chat in your site's dashboard and click the toggle at the top right of the page.