AI Setup

Kerabie's AI assistant can answer visitor questions automatically, suggest replies to agents, and escalate to a human when it can't help. It's powered by your knowledge base, so the quality of your articles directly affects AI accuracy.

Enabling the AI assistant

Go to Settings → AI Assistant
Toggle Enable AI on
Choose a mode:
- Auto-reply: AI responds to visitors automatically before any agent joins
- Suggestions only: AI drafts replies but an agent must approve and send them
Save

Connecting the knowledge base

The AI reads all published articles in your knowledge base to answer questions. No additional configuration is needed; it updates automatically when you publish or edit articles.

For best results:

Publish articles for your most common questions first
Keep articles concise and factual
Use plain language: avoid jargon the AI might misinterpret

See AI & Knowledge Base for tips on writing AI-friendly content.

Configuring the AI persona

Go to Settings → AI Assistant → Persona
Set a bot name (shown to visitors, e.g. "Aria" or "Support Bot")
Write a personality prompt: describe the tone and style (e.g. "Friendly and concise. Always offer to connect with a human if unsure.")
Save

Escalation to human

The AI automatically offers to connect the visitor to a live agent when:

It cannot find a relevant answer in the knowledge base
The visitor asks to speak with a human
Confidence in the answer is below the threshold you set

Set the escalation threshold under Settings → AI Assistant → Escalation.

Testing the AI

Use the Preview button in AI settings to open a test widget and try questions before going live. Responses are generated in real time using your current knowledge base.

Usage and limits

AI responses count against your AI message quota, shown in Settings → Usage. Quotas reset monthly. Upgrade your plan to increase the limit.