Two AI Toggles

There are two separate switches that control your AI chatbot. Both must be on for AI to work in the widget:

Toggle	Where	What It Controls
Global AI Agent	AI Agent (direct sidebar link)	Master switch — enables the AI engine for your entire organization
Widget AI Chatbot	Channels → Website Chat → Behavior tab	Per-widget switch — enables AI specifically on this chat widget

Why Two Toggles?

This separation lets you:

• Keep the global AI Agent on (for reply suggestions, email categorization) but disable it on specific widgets
• Have multiple website chat widgets — some with AI, some without
• Quickly disable AI on the widget without losing your entire AI configuration

Behavior Tab Settings

Go to Channels → Website Chat and click the Behavior tab. Here you'll find:

AI Chatbot Toggle

A labeled toggle switch: "AI Chatbot". When enabled:

• Your AI Agent settings (name, tone, knowledge base) are loaded
• The widget switches to AI mode — visitors get AI-generated responses
• The pre-chat form is automatically skipped for a smoother experience

When disabled:

• The widget uses FAQ keyword matching only
• If pre-chat form is enabled, visitors fill it out before chatting

Pre-Chat Form

The pre-chat form asks visitors for their name and email before they can start chatting. Configure it in the behavior tab:

• Enabled + AI On: Pre-chat form is skipped (AI creates a frictionless flow)
• Enabled + AI Off: Visitors fill out the form first
• Disabled: Visitors chat immediately regardless of AI setting

FAQ Items Management

FAQ items work in both AI and non-AI modes. In AI mode, they provide additional context to the AI. In non-AI mode, they're the primary response mechanism.

Creating FAQ Items

Each FAQ item has:

• Question — the question text (shown in the widget)
• Answer — the response text
• Keywords — words that trigger this FAQ when matched in visitor messages
• Order — display priority (lower number = shown first)
• Top Answer — if checked, appears as a clickable chip in the chat header

Best Practices for FAQ Items

• Add 3-5 top answers for the most common questions
• Use multiple keywords per item for better matching
• Keep answers concise — the widget has limited display space
• Even with AI enabled, FAQ items enrich the AI's knowledge base

Widget Domain Restrictions

You can restrict which domains the widget loads on. The config endpoint checks the request's origin against your allowed domains list. This prevents unauthorized use of your AI chatbot on other websites.

Testing Your AI Configuration

Using the Built-in Test Panel

The fastest way to test is using the Test AI Agent panel, which appears on the right side of the AI Agent settings page when the agent is enabled. Test messages are free (no AI credits used) and use your current unsaved settings, so you can tweak and test instantly.

For a complete guide on testing, including what to test and best practices, see Testing Your AI Agent with the Built-in Chat.

Testing on Your Website

For a full end-to-end test:

1. Visit your website in an incognito/private window
2. Click the chat widget
3. Send test messages about your products, shipping, and FAQs
4. Verify the AI responds accurately using your business info
5. Test order tracking by entering a real or test order number
6. Check the conversation appears in your inbox under Website Chat