Centralized Omnichannel Conversation Management

AI Chathot centralizes messages from Website, Facebook Messenger, Instagram, Zalo OA, and Email into one shared workspace, reducing the need to switch between multiple platforms.

Agents can search, filter, reply, apply labels, set priorities, assign, or transfer conversations to colleagues without managing each channel separately.

AI-Powered Customer Responses

The AI Assistant can understand customer requests, assess severity, increase priority, and respond automatically when no agent has joined the conversation.

Businesses can configure dedicated System Prompts for classification and response behavior to guide how AI handles different request types. Agents can take over a conversation at any time or return it to the bot when AI support is needed again.

The AI Assistant currently supports Website, Facebook, Instagram, and Zalo.

Knowledge Base-Grounded AI Responses

Businesses can upload PDF, TXT, DOCX, and CSV files to the Knowledge Base. The system creates embeddings from these documents so AI can retrieve relevant information when answering customer questions.

When the Knowledge Base is enabled for an Inbox, AI uses the uploaded content as the reference source for generating responses.

Automatic AI-to-Agent Handoff

AI Chathot includes an AI Handoff mechanism that automatically transfers conversations to an agent when no relevant document is found, the answer is not sufficiently supported by the Knowledge Base, or the customer continues asking about an issue for which AI has no additional information.

The handoff reason is displayed directly in the conversation, helping agents quickly understand why AI stopped responding and continue the case with the right context.

Automated Conversation Assignment and Routing

AI Chathot supports conversation assignment through Round Robin or Balanced Assignment, while allowing businesses to set limits on how many conversations each agent can handle at the same time.

For requests that require specific routing, businesses can define keyword-based rules or allow AI to identify the conversation topic and route it to the appropriate team.

The system prioritizes keyword rules first, followed by assignment policies and AI topic-based routing rules.

Internal Collaboration Across Teams

Agents can use Private Notes, @mentions, Labels, Teams, and Custom Attributes to add context and collaborate on conversations without exposing internal information to customers.

AI Chathot also stores previous conversation history and customer notes, giving agents additional context before responding and reducing the need to ask customers for information they have already provided.

SLA and Resolution Time Management

Businesses can configure SLA targets for first response time, next response time, and total conversation resolution time.

The system can calculate SLA based on business hours and send alerts when a conversation exceeds the configured threshold.

CSAT Measurement

When a conversation is marked as Resolved, AI Chathot can automatically send a CSAT survey to the customer.

Businesses can choose star ratings or emoji-based ratings, customize survey content, and define delivery conditions based on conversation labels.

Admins can monitor average scores, response volume, response rate, and customer feedback directly in the CSAT report.

Customer Support Performance Reporting

The reporting dashboard allows Admins to track metrics such as total conversations, resolved conversations, response rate, first response time, next response time, and resolution time.

Data can be analyzed by overview, agent, team, channel, label, and CSAT, helping businesses understand workload and support performance across different periods.