What it answers from
Your FAQs, documents and website pages in Train AI, your visible Listings, and the About text and opening hours in Business profile. Test AI shows the source under each answer.
When the answer is not there, it says so and offers to connect the customer with your team. The question then appears under Questions the AI couldn't answer in Train AI.
What it will not do
- Make up facts. It quotes prices it was given and never estimates one. It does not say what you do not offer unless you told it.
- Chat about anything. It stays with your business and the customer's own need in your field. Code, homework, news and medical or legal advice get a short refusal, and a run of unrelated messages stops using your credits.
- Book appointments. It sends your booking page. The customer picks a time there, and the AI confirms in the chat.
What it can send
- Your booking page
- Your listings: as cards in the card chat and website chat, as links on WhatsApp, plus your catalogue page
- Documents switched on with Can be sent to visitors
- Website pages ticked AI may send
It can also read a link a customer shares, and it saves a contact when someone shares an email or number and asks for a quote or a call.
When it hands over
Human handoff is off until you switch it on in Behaviour. It then hands over only when a customer asks for a person. On WhatsApp the AI stops replying in that chat until someone releases it. In the card chat and website chat the customer is told someone will follow up, and the AI keeps answering until a teammate takes the chat over.
Language
The AI replies in the language the customer writes in. To always use one language, choose it under Reply language in Behaviour.
If it doesn't work
| What you see | What to do |
|---|---|
| It keeps saying it does not have something you wrote | In Train AI, check the source shows Ready and Used in answers is on. Hidden listings are never used. |
| It never sends your price list | Turn on Can be sent to visitors for that file and press Save changes. |
Next
- Shape how the AI talks — name, tone, handover
- When customers ask the AI to book
- Taking over a conversation