Set up your AI assistant

Before you start

Use the workspace-owner account and complete Support setup. AI replies are for visitor conversations in Support.

Configure the assistant

1. Open Settings → Web chat widget → AI assistant.
2. Choose a mode:
   • Prompt only uses your written instructions. Start here for a small, clearly defined set of information.
   • Knowledge base (marknest) retrieves relevant published content from your connected knowledge base before answering. Use it for a larger or regularly updated set of business information.
3. Write your instructions. The character counter shows the limit for your plan. Use the instructions guide for an example.
4. Choose what should happen when the assistant cannot answer. For business-specific questions, start with Hand off to a human and write a clear handoff message.
5. In knowledge-base mode, complete the connection settings.
6. Click Save AI settings. Saving settings and enabling the bot are separate actions.
7. Click Enable bot when you are ready to test.

Expected result

Start a new visitor conversation and ask a question covered by your instructions or published knowledge. The assistant can reply before an agent takes over. Use a new conversation for testing: assignment, a previous human reply, or an earlier handoff can prevent further AI replies in an existing conversation.

When the assistant cannot answer

Setting	Intended behavior
Hand off to a human	Post the handoff message and mark the conversation for human attention.
Answer from general knowledge	Allow a general response when applicable; this may not reflect your business policies.
Stay silent	Do not post an answer for an applicable fallback case.

Some requests still require a human regardless of this setting, including explicit escalation and sensitive actions. AI cannot authorize refunds or make account changes simply because an instruction asks it to.

To stop new AI replies, click Disable bot. Continue handling conversations from the inbox.