AI assistant
Train the AI on your business documents — product catalogues, FAQs, price lists, and websites — so it answers customer questions instantly and accurately.
How the AI works
HopeChat AI learns from the documents you upload: PDFs, text files, images, and website URLs. When a customer messages you, the AI searches your knowledge base for the best answer and replies automatically. If it's not confident or the question is outside your knowledge, it escalates to a human agent so the conversation never goes cold.
Set up the AI
- 1
Open the AI page
Go to AI in the sidebar. The page shows your current knowledge base and configuration.
- 2
Upload documents
Click Upload and add your business files — price lists, FAQs, product descriptions, policy documents. Each file is indexed and searchable by the AI.
- 3
Add website URLs
Paste any public website URL you want the AI to learn from. HopeChat crawls the page content and adds it to the knowledge base automatically.
- 4
Configure behaviour
In the AI Config section you can set the system prompt (how the AI behaves), decide whether it escalates unknown questions, and review the training data to remove outdated or incorrect entries.
When the AI replies
- Confident answer — the AI sends a reply based on your documents, with a brief source attribution.
- Escalation— when the AI can't find a good answer, it lets the customer know a human will follow up, and notifies your team in the inbox.
- Human handoff— the conversation appears in your shared inbox with a "Bot" tag so agents know it was triaged.
Best practices
- Keep documents current — update your knowledge base when prices, policies, or products change.
- Start with your FAQ — the questions customers already ask are the highest-value content for the AI.
- Review escalated conversations — they often reveal gaps in your knowledge base that you can fix by adding a new document.