AI Features
Let AI handle common questions automatically using your knowledge base.
Kerabie's AI chatbot answers visitor questions instantly using your knowledge base as its source of truth. When it can't answer confidently, it escalates to a human agent.
How it works
- A visitor sends a message
- The AI searches your knowledge base for relevant articles
- If confidence is high enough, it replies immediately
- If not, it hands off to an available agent with context on what was asked
The AI never makes up answers; it only responds based on content you've added.
What the AI can do
- Answer FAQs instantly, 24/7
- Handle multiple conversations simultaneously
- Collect visitor details before escalating (name, email, order number)
- Suggest reply drafts to agents while they type
- Summarise long conversations for agents joining mid-thread
Setup overview
Add knowledge base articles
Go to Knowledge Base → Add article or import from a URL. See Knowledge Base.
Enable AI in widget settings
Go to Settings → AI → Enable AI chatbot and toggle it on for your widget.
Set escalation threshold
Choose how confident the AI needs to be before it replies (default: 70%). Below this, it escalates to a human.
Test it
Open your widget and ask a question that's covered in your knowledge base. The AI should reply immediately.
AI usage limits
| Plan | AI chats/month |
|---|---|
| Free | No |
| Starter | 200 |
| Pro | 2,000 |
| Business | 10,000 |
An "AI chat" counts each time the AI sends a reply. Escalations don't count once a human takes over.