To transition from manual support to an AI-first architecture, you need to activate the BusinessChat AI bot on your BusinessChat account. This article will guide through the activation steps of your bot.
Before you turn on your BusinessChat AI bot, you need to update your knowledge base, and configure the necessary settings.
BusinessChat AI bot Implementation Checklist
To ensure a successful deployment, the following objectives must be verified:
Catalog Integrity: Establish a real-time link with your ecommerce platform (Salla, Zid, Shopify, WooCommerce, or Magento) by installing the BusinessChat app on your store.
Shipping Activation: Manually enable Shipping Management Action Cards and configure Regional SLAs to provide friction-less tracking.
Knowledge Base Hygiene: Populate the KB with core policies and ensuring all product-specific questions are strictly added to the Product FAQ section.
Discount Hierarchy: Configure audience-specific promotional codes (Leads vs. Inactive vs. General) on the store platform or directly from your BusinessChat account if you want to use custom codes.
Escalation Continuity: Define hard-coded triggers and verify "Team Working Hours" to ensure a professional handoff from AI to human agents.
Here's a step by step guide on how to configure all of these strategic foundations.
How to configure and activate the BusinessChat AI bot?
This section provides detailed, step-by-step configuration instructions for each module, organized by logical priority to ensure a seamless onboarding experience.
Follow these steaps to activate the Businesschat AI bot successfully on your account.
1. Catalog Synchronization and Optimization Strategy
The Product Catalog is the central intelligence of the chatbot. In the e-commerce sector, data accuracy is the primary driver of consumer trust; a single instance of incorrect stock information can result in a lost customer and a damaged reputation.
Synchronization Protocol
The AI integrates via API with Salla, Zid, Shopify, WooCommerce, and Magento.
The 1-Hour Safety Window: While synchronization begins immediately upon app installation, it will take up to one hour or a bit more to fully sync.
Performance Metric: Once synced, the bot is capable of processing individual product queries in up to 30 seconds.
How to sync the catalog: when we say the products catalog we mean your store, and to sync your catalog/website you simply need to ensure the BusinessChat app is correctly installed on your ecommerce platform. To do that, please follow the usual steps of integrating the ecommerce platform to BusinessChat, as per the platform you use.
2. Knowledge Base Engineering
The Knowledge Base (KB) is the system’s "Single Source of Truth." Maintaining organizational hygiene here is the only way to prevent AI "hallucinations" and ensure your BusinessChat AI bot provides accurate answers to your customers.
KB Policy Framework
Data Ingestion: The system accepts PDFs and Web page links.
Branch Data: Include Google Maps links and phone numbers only if physical locations exist.
Contact Info Hygiene: If a client provides a WhatsApp number for support or tracking, it must be placed specifically in the "Order Tracking Policy."
Product Separation: Never include product-specific info in general policies. This ensures the bot relies on the real-time catalog.
To populate your knowledge base in the correct way, you have two options:
Start writing content manually directly on your account.
Write down all the questions and answers you want to add in a document format, then once you've proofread your document upload it to your account. You can upload the document to any policy card.
Note: you can write all the questions from any policy to the document and then uploa it in just one place, the bot will be able to retrieve all the information. The use of distinctive policy cards is to better organize manually populating the KB.
Option 1: How to configure and populate the knowledge base manaully
The knowledge base have 10 standards poly cards, follow these steps to fill in and populate any of them:
Click the Knowledge Base option under AI bot
Click the policy card you want to fill in, such as stores and working hours card or the special offers and giveaways card.
In each card, you will find standard questions, click the Pencil icon infront of any question and write your answer.
Click the Add Content button, then click Add Question to add more questions as needed within that policy card (there's no limit to the questions you can add). Add your question along with the answer form the popup window and click Save.
Once you're one filling in all questions, click Save from the top right.
Option 1: How to configure and populate the knowledge base using pdf files
If you want to organize your answers and proofread them prior to adding them to the platform, follow these stesp:
Use any document software to write your questions and answers for any specific policy card such as Returns and Exchange.
Download your document as pdf file
From the platform, click on Knowledge Base, and choose the Policy Card you want to edit
Click the Add Content button and choose the Add PDF option
Click Upload PDF from the popup and choose the document from your device, then click Save
The document might take a few minutes to be fully synced. Be aware that once uploaded, there's currently no option to view the file or edit it on the platform, so make sure to save a copy to your drive or laptop. if you want to edit a question or an answer formt he file, do it outside the platform, then delete the first version on the platform and upload the final edited version.
3. How to set up Shipping and Delivery Management
Automated shipping updates transform the bot from a static FAQ interface into a high-utility service tool. This section is critical for reducing the "Where is my order?" volume that typically accounts for up to 50% of support tickets.
To configure order status and delivery management rules, follow these steps:
Click AI Acions buttons under AI bot
Toggle on the button next to Delivery Management card
Click Configure (gear icon) from the Delivery Management card
Set up your Standard Delivery Range. Click Add Delivery Range to add multiple options for each city/county as needed. you can choose form the standard available options or click Custom Range and fill in with your own. For each range, make sure to add the min and max days for delivery.
Exact Delivery Date Inquiries: write a custom response for people asking about exact delivery dates for their orders. The bot will enrich the message with delivery information like shipping link, tracking number and shipping company
Expedite delivery requests: you have two options here:
Either add a custom response and the AI will also share the default delivery period.
- Or choose to escalate to a specific agent. When you choose escalation in this case, click Configure, you will be routed to the Escalations page where you can click to add the case and choose the team to route to. Make sure to save the changes before clicking to configure the team, as all changes would be lost from the delivery page if you don't save first.
Delivery Complaint Escalation Threshold: from the delivery delay limit, set a max number of days for delivery. You have thre scenarios here:
When Order is Within Delivery Range: you don't need to configure anything here, the bot will respond with the expected delivery information based on your configured delivery ranges.
When Order is Late but Within Limit: write a custom response for when delivery is late but is still within the max delivery range you set within the Delivery Delay Limit. The bot will enrich the message with delivery information like shipping link, tracking number and shipping company
When Delay Exceeds Limit: click Configure to choose which team the bot needs to escalate conversations about delivery delays that exceeds the Delivery Delay Limit you se.
Click Save once you've configured all scenarios.
Critical Instruction: Shipping Management Action Cards are not active by default. They must be manually toggled on. Once active, the bot eliminates friction by accessing order history via the user's phone number, allowing for status updates without requiring a manual Order ID.
4. How to setup Offers and Coupons
Automated discounts are a powerful conversion lever. The bot segments users to ensure promotional codes are utilized strategically rather than cannibalizing margins. But you need to set this up as needed, and configure the rules for the bot to use.
To configure Offers and Coupons logic for the Businesschat AI bot, follow these steps:
Click on AI Actions under AI bot
Toggle on the button next to Offers and Coupons card
Click on Configure from the Offers and Coupons card to specify the rules
Toggle on all or the coupons types you want to activate, which are the following:
Custom offer: this option allows you to set up a seasonal coupon, you can add a description for the code. St a start and end date for this offer. When this coupon type is active it will override all other coupon types. It will turned off automatically on the end date you set.
Default coupon: setup the coupon option to provide a different code for customers who are not leads and old customers that are filtered out from the winback coupon logic.
Lead generation coupon: setup this coupon type to offer it to first-time customers who have no order history on your store, to drive the first purchase.
Winback coupon code: setup this coupon type to re-engage old customers who haven't ordered recently. You can choose the days from last order to specify the customers who are eligible for this code.
Click Save from the top right once you configure all the coupon types you need.
Static vs. Dynamic Coupons
When you set up the offers and coupons card, you have the choice to use either a fixed coupon or a dynamic coupon. The only exception is the Custom Offer option, you need to use a fixed code for this type.
Here's the difference between fixed and dynamic coupons:
Fixed Coupons: these must be created on the store platform (Salla/Zid/Woocommerce/ Magento) first. Additionally, you can add the coupon value to the description within the bot setup to ensure the AI communicates the benefit clearly.
Dynamic Coupons: These are generated automatically by the bot system on the website. You only need to configure their value by clicking edit Coupon and filling in the popup window.
5. How to setup Product Recommendions
Product recommender is a feature that allows you to instruct your BussinessChat AI bot on how to recommend products and ask clarifying questions to provide the most suitable answers to your customers.
To configure the product recommender feature, follow these steps:
Click AI Actions under AI bot
Toggle on the button next to the Product Recommender card to acivate the feature
Click Configure from within the same card to set the instructions
Questions to understand the shopper: add up to five questions that your bot can ask the customer when they ask a general question. using these clarifying questions, the bot will be able to better understand what the customer wants and provide the most accurate answer.
How products are recommended: here you can add keywords or questions that are usually asked by your customers to personalize product recommendations. Add a keyword, and specify the products you want the bot to recommend in that case. you can unlimited scenarios.
Click save from the top right once you finish.
6. Escalation Framework and Service Continuity
Escalation is not a failure; it is a transition to high-touch human empathy. Service continuity is maintained by ensuring the agent has full context before they type their first word.
6.1. How to setup escalation rules
To set up escalation rules, follow these steps:
Click the Escalation button under AI bot
Under Default Escalation Team, click on the drop-down to choose the default team you want the bot to route to.
Under Custom Rules, click Add Rule
From the popup, choose the case type from the drop down and choose the team you want conversations matching that case to be routed to. Click Save.
Click Save fromt e top right when you finish adding all the rules you need.
Note on escalation: specific rules you've set up will override the default escalation team, if you don't set any rules, all escalated conversations will be assgined the default escalation team.
6.2. Hard-Coded Escalation & Logic Triggers
The following behaviors are hard-coded scenarios during which the BusinessChat AI bot will escalate to your human agent to maintain professional service standards:
Trigger | Condition / Action |
Intent Failure | Bot fails to understand the user 3 consecutive times. |
Future Availability | Customer asks when an out-of-stock item will return. |
Insistence | Customer asks the same question >2 times after receiving a correct answer. |
7. Test and Launch the BusinessChat AI bot
Once you've finished building the foundations of your bot, you can now test and launch it.
Before launching the bot on your account, it could be a good idea to test it one last time.
While you also have the option to test the bot from a preview window that's available in every section, like for example when adding knowledge base content or configuring coupon codes, etc., there's a preview window that you can use for this last step before launch. Follow these steps to test and launch your bot:
Click AI Subscription
Locate the preview window, and click on the drop-down to select a contact
Write a message and wait for the AI response. The bot will use the data of the contact you chose to provide the relevant answer.
Once satisfied with the result, toggle the option next to the AI-powered bot card on
Confirm activation by clicking Enable AI form the popup window
Now the bot is active and will handle all inbound customer conversations based on the information and instructions you've setup.
Advantages of testing the bot through the preview box:
Simulate Conversations:
Select a contact from the drop‑down list to act as the customer.
The bot will respond using your current settings, actions, and knowledge base.
Safe Testing:
Messages sent through the Preview Box are not saved and do not affect conversation history.
This makes it safe to test changes without impacting real customer interactions.
Immediate Feedback:
Perfect for testing new knowledge base entries, order status checks, and coupon actions.
Additional Usefull BusinessChat AI bot features
The following are hardcoded rules that governs the bot behaviour in specific scenarios when handling conversations:
Sets expectations about the agent follow up: The bot utilizes "Team Working Hours" set at the level of your teams settings to manage expectations. For example, when the bot escalates a conversation outside of working hours, it will inform the customers of when the team will pick up his conversation based on the team working hours.
Follow up with unresponsive customers: the bot performs a 30-minute follow-up if a user goes silent.
Closing abandoned conversations: the bot will automatically close conversations after 48 hours of inactivity.
Handling spam: bot will handle it internally without notifying agents.
Handling Buying Intent: when a customer asks about how to place an order for example, bot will share the store link.
Handling Good Feedback: bot will automatically thanks the customer and stays in-channel.
Handling requests for high discounts: If a customer asks for a bigger discount, then the bot will inform him that this is the available discount, and provides the matching configured coupon code.
Closing resolved conversations: If the customer confirms that no further help is needed, then the bot will automatically close the conversation.