Three AI Toggles

There are three separate switches that all need to be on for AI to respond on your website chat widget. If any one of them is off, the AI stays silent.

Toggle	Where	What It Controls
1. Global AI Agent Status	AI Agents (direct sidebar link) → Status toggle	Master switch — enables the AI engine for your entire organization
2. AI Agent Channel — Website Chat	AI Agents → Channels tab → Website Chat toggle	Per-channel switch — enables this specific agent on the website chat channel
3. Widget AI Chatbot	Channels → Website Chat → Behavior tab → AI Chatbot toggle	Per-widget switch — enables AI specifically on this chat widget

Why Three Toggles?

This separation gives you fine-grained control:

• Keep the global AI Agent on (for reply suggestions, email categorization) but disable it on specific channels or widgets
• Run one AI agent on WhatsApp but not on website chat — by toggling individual channels off under the Channels tab
• Have multiple website chat widgets — some with AI, some without — using the per-widget toggle
• Quickly disable AI on a single channel without losing your entire AI configuration

Pre-Chat Form Behavior

When the AI is off for website chat (toggle 1 or 2 is off), the pre-chat form (if enabled) acts as a gate — visitors must fill it in before they can start chatting. When AI is on, the pre-chat form is skipped for a frictionless flow, but still appears if the visitor explicitly asks for a human agent.

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