AI Assist lets you generate instant, context-aware replies to incoming customer messages by leveraging your own knowledge sources (PDFs, URLs, Snippets). It can also optionally base responses on general knowledge when no related content exists in your knowledge sources.
Go to Workspace Settings > AI Assist.
AI Assist used to previously be under “Respond AI” in Workspace Settings.
To set up your AI Assist, you’ll have to add at least one knowledge source.
Knowledge sources are the primary data used by AI Assist and the AI Objective Step to deliver accurate, helpful responses—and the system now reads data tables more accurately and supports multilingual content.
To add knowledge sources:
Click Manage Knowledge Sources > Add AI Knowledge Sources
Upload PDFs, provide public URLs, or add Snippets that reflect your company’s documentation, FAQs, product guides, etc.
For best results, keep each knowledge source focused on a single topic (e.g., “Product B Support Guide” instead of a massive, all-in-one file).
Note: Deleted sources will no longer be used for answering queries.
Before AI Assist can generate context-aware replies, you need to supply at least one knowledge source, like your internal documents, FAQs, or snippets. Here’s how:
Upload files
Click Manage knowledge sources and choose Add AI knowledge sources.
Drag and drop up to five PDFs or text files at once (max 50 per workspace).
Avoid images or tables. Convert them into plain text so AI Assist can read them.
Add URLs
Paste any public webpage link in the Website URLs dialog.
AI Assist will crawl the page (up to 3 levels deep).
If you update that page later, click Resync or schedule an automatic sync to refresh its content.
Monitor capacity & status
Each Workspace supports up to 1,000,000 characters (50,000 on Trial plans).
Watch the Status column for each source:
Completed: Ready to use (answers available in ~2 minutes)
In Progress: Crawling or indexing
Error: Needs your attention—fix any issues and retry
When you’re done adding sources, click Done to return to AI Assist.
Once you’ve added knowledge sources, you can easily update, sync, or remove them from the knowledge sources tab. Here’s how each option works:
Use this to rename your source, swap out the uploaded file (e.g., replace a PDF with a text file), or set up scheduled syncing for a webpage.
Go to Actions
Select Edit to update its name, type, or content.
For website sources, you can also enable auto-sync so the page content is refreshed on a schedule.
Tip: Switching a file format (e.g., from PDF to a text file) can improve crawl ability and AI response quality.
This is only available for website sources.
Go to Actions > View Logs to see a list of crawled links and ensure the right pages were indexed.
Useful for debugging missing or incomplete content.
To keep content up to date, re-crawl the website manually or schedule it to happen automatically.
Go to Actions > Resync next to a website source.
You can choose to run it immediately or set a recurring sync schedule.
If a resync fails, you’ll be notified via the platform and email. Common causes include hitting the character limit (1 million per workspace) or connection timeouts.
Note: Edit and Resync are disabled if the source is already syncing or if your workspace has reached the character limit.
Remove outdated or unused sources to stay under the character limit or clean up your workspace.
Go to Actions > Delete next to the file or URL.
Once deleted, AI Assist can no longer use this content to generate replies.
Keep the following in mind when managing your sources:
Character limit: 1,000,000 characters per workspace (50,000 on Trial).
Page limit for website crawling: Up to 10,000 pages per crawl.
Error tolerance: Up to 10 crawl errors allowed per source (e.g., timeouts, 403s).
Exceeding any of these may result in sync failures or an “empty file” error.
Once you have one or more knowledge sources, you can choose to:
Enable “Reply outside the added knowledge source”
When enabled, AI Assist will base responses on general knowledge if it can’t find an answer in your uploaded sources.
If you turn it off, AI Assist will only reply when it finds something directly in your knowledge sources.
Enable “Snippets”
When enabled, AI Assist treats your saved Snippets as mini–knowledge sources, so it can pull from those short text blocks when crafting replies.
If you turn it off, AI Assist will ignore your Snippets and only use full knowledge sources.
Define the AI Assist Persona (optional):
Provide a few sentences describing the persona’s role, tone, and expertise.
If you don’t specify anything, a professional, courteous default persona will be used.
To revert back to the default persona, click Reset.
Switch to the Test AI Assist tab.
In the Prompt field, type a sample customer question and click Send.
Each test uses 1 AI credit.
Review the generated reply in the Response pane.
Click Done when you’re satisfied.
If the reply isn’t accurate, add more knowledge sources or refine your existing ones.
Understands Context
AI Assist reads the full conversation thread. If a customer asks multiple questions in one message, it groups them into a single answer (counts as one credit).
Keeps Sources Focused
If your knowledge sources cover too many topics, AI Assist may take longer to respond. For best results, upload documents or URLs that focus on a single subject.
Handles Text Only
AI Assist works with plain text, email messages, and quick-reply options. It cannot interpret images.
Continues Where It Left Off
If a chat is closed and then reopened, AI Assist ignores past replies and only answers any new questions from that point on.
Reply Outside knowledge sources
Enable this option to let AI Assist fall back to a general AI model (e.g., ChatGPT) when no match is found in your knowledge sources or Snippets.
If you leave it disabled, AI Assist will only reply if it finds relevant content in your uploaded sources.
Snippets
Turn on the Snippets toggle to allow AI Assist to treat your saved Snippets as mini–knowledge sources.
When Snippets are enabled, the bot can pull from these short text blocks in addition to full documents or URLs.
Persona Definition
Provide a concise description of the tone, role, and expertise you want AI Assist to use (for example: “A friendly support agent who provides step-by-step instructions”).
Use the Reset button at any time to revert to the default persona.
Troubleshooting
If AI Assist returns irrelevant or confusing answers, it often means your knowledge sources are too broad or incomplete.
Narrow each knowledge source to a specific topic and remove any outdated PDFs or URLs that might mislead the model.
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