AI provider

Switching takes effect on the next customer message. No restart, no redeploy. A provider with no knowledge base loaded will answer from general knowledge and can invent prices — load one before making it active.

Knowledge base

PDF, DOCX, XLSX, HTML, TXT or MD. Text is extracted on upload and stored in the database. Uploading replaces whatever that provider had before. Every link the AI writes is checked against the URLs found in this file.

Bot behaviour

The persona and the canned lines the bot falls back on.

Ends with the escalation instruction automatically — the backend appends the HANDOFF_REQUIRED rule, so you do not need to write it here.

Sent once when a chat escalates, never repeated while they wait.

Shown when every provider fails. Keep it obviously different from a normal reply — a fallback that reads like a real answer hides a total outage.

Comma separated. Matched anywhere in the customer's message.

Branding

Applied to this dashboard at load time.

Team

Agents who can sign in to this dashboard.