Published: 2026-05-27

ChatWILL AI responds to customer inquiries based on the content stored in the AI Knowledge Base.

Before using this feature, please ensure the following settings are completed so the AI can respond to customers as expected.

1. First, please ensure that the ChatWILL AI feature is successfully activated.

1. The AI can only respond based on the information available in the AI Knowledge Base. Make sure common questions and their corresponding answers are configured in advance.

1. Verify that all relevant products are enabled and properly synced so the AI can accurately respond to product-related inquiries.

1. When customers ask questions related to the knowledge base, the AI will answer based on the knowledge base content and provide relevant product or order details when applicable.

1. All conversations handled by AI auto-replies will be displayed in the “Automated” section of the ChatWILL AI conversation list.

1. You can interrupt the AI at any time by clicking “Join conversation” to take over.

1. To re-enable AI auto-replies within the same conversation, click Assign to assign the conversation back to ChatWILL AI.

1. If the AI encounters a question outside the knowledge base and requires human assistance:

• The AI will inform the customer that the conversation is being escalated.
• The conversation will be moved to the Escalated list.