Chatbot quick start guide

Save time and quickly answer your most frequent customer questions with the Hootsuite generative AI chatbot. Your chatbot can answer high-volume customer questions from both direct and private messages on Facebook Messenger, Instagram, and WhatsApp. When it can't answer a question, it can be set to escalate the question to a human agent via Inbox 2.0.

1. Build your chatbot's knowledge bank

This is the information your chatbot will use to answer your customer questions. Your knowledge bank file can be in PDF or TXT format and must be less than 256kb in size. Learn more about how to build a knowledge bank file.

2. Define your identities

Give your chatbot a name and associate it with your company. Read more about creating chatbot identities.

1. Go to Inbox 2.0 , and then select Admin settings.
2. Select Generative AI chatbot.
3. Select Create identity. If you've already created a chatbot identity, select Manage chatbot identities, and then select Create identity. Follow the steps to create and save your identity.
4. Select Create company. If you've already created a chatbot company identity, select Manage company identities, and then select Create company. Follow the steps to create and save your identity.

3. Set up an escalation path

Set up a new escalation path to guide your customers to a human agent when the chatbot cannot answer the customer's question.

1. In Generative AI chatbot, select Create escalation. If you've already created an escalation, select Manage escalations, and then select Create escalation.
2. Follow the steps to create and save your escalation. For details on setting up an escalation path, see Set up a chatbot escalation path.

4. Create your chatbot

Now it's time to create your chatbot and turn it on so it can serve as your first line of support!

1. In Generative AI chatbot, select Create chatbot.
2. Select your language preferences and your primary language. The primary language will be used when a customer's language is not recognized. To add additional languages, select Add language.
3. Enter an Internal name and description. This is the name and description that you and your administrators use to identify your agent. It is not shown to customers.
4. Select an Identity and a Company.
5. Select the Tone of voice you want your chatbot to use with your customers. Do you want your agent to be straightforward, formal, or friendly and cheerful? What best reflects your brand?
6. Upload your knowledge bank file.
7. Select an escalation from the list.
8. There are times you may want to suggest that the customer talk to a human agent. Switch on the Automated AI tracking and triggers that tell your chatbot when to suggest the conversation be moved to a human agent.
9. Optionally, select whether you want your chatbot to ask your customers to consent to the use of AI.
10. Save your changes.
11. Select the channels you want to assign to your chatbot.