AI Assist: Introduction & Basic Setup

Learn how to diagnose and resolve the most common issues with tawk.to AI Assist when your agent isn't responding the way you expect. This video walks you through everything worth checking: whether your agent has actually been created and enabled, whether it's assigned to the right channel and widget, whether Smart Reply and AI Commands are toggled on, and whether a response delay or widget scheduler is making it look inactive. You'll also see how to confirm your data sources are enabled and how to check your credit balance if your agent has stopped responding altogether.

Get answers to the most common questions about tawk.to AI Assist, all in one place. This video covers how your AI agent works, how to train it, which channels it supports, how credits are counted and what happens when they run out, how to handle escalations and fallbacks, and how to stay notified when your agent joins a conversation. If you're just getting started or something isn't working the way you expected, this is a good place to start.

Learn how to activate and manage the channels your AI agent uses to connect with customers in tawk.to AI Assist. This video covers how to turn on native channels like Live Chat, Ticketing, and your Knowledge Base, how to connect third-party channels including Facebook Messenger, WhatsApp, Telegram, and SMS, and how to assign different agents to different channels on paid plans. You'll also see how channel limits work across the free, Growth, Business, and Enterprise plans.

Learn how to choose which AI model powers your tawk.to AI Assist agent, and when you'd pick one over the other. This video walks you through where to find the model selector, what's currently available, and how to match the right model to the right agent. New agents now default to GPT-4.1 mini, with GPT-4o mini available for faster, lighter workloads. Each agent has its own model setting, and switching to GPT-4.1 mini won't cost you any extra credits.

Learn how to control exactly how your AI agent handles each shortcut in tawk.to AI Assist using the Reply Handling setting. This video covers the three Reply Handling options, when you'd use each one, and why per-shortcut control matters. Lock a compliance answer word for word, let routine replies adjust only when needed, or have standard messaging rephrased to match your agent's tone. No global switch, no blanket rules, just precise control at the individual shortcut level.

Learn how to fine-tune your AI agent's day-to-day behaviour using the Settings area in tawk.to AI Assist. This video covers every option in the Settings screen: how to set a response delay so your team gets the first chance at incoming chats, how to keep human agents notified when your AI joins a conversation, how to enable multilingual support, and how to control response length using the verbosity setting. Small adjustments here can make a big difference to how your agent fits into your team's workflow.

Learn how AI Assist decides which data to use when responding to customer questions. In this video, we break down the exact source order AI Assist follows, from prioritising your Shortcuts to searching across Knowledge Base articles, uploaded files, FAQs, and website content. Understanding this hierarchy helps you control responses, avoid generic answers, and make your AI Agent feel noticeably smarter.

Learn how to add a new AI agent in tawk.to AI Assist and set it up to handle a dedicated channel like live chat, tickets, WhatsApp, or Facebook Messenger. This video walks you through the setup wizard, how channel assignment works, and how to customise each agent's instructions, persona, and knowledge sources independently. You'll also see how data sources are shared across agents by default and how to tailor what each one draws on, so one agent can focus on sales while another handles support.

Discover tawk.to’s AI Agent! In this video, I’ll guide you through activating the AI Assist feature and setting up multiple AI Agents to enhance your customer support. Learn how to assign agents to specific channels and widgets, streamline your workflow, and automate responses for chats and tickets. Whether you’re on the Growth, Business, or Enterprise plan, training your AI Agents has never been easier! For step-by-step instructions, check out the tawk.to AI Assist Academy. Don’t forget to like, subscribe, and hit the notification bell for more tips on optimizing your customer support with AI!

Get a comprehensive walkthrough of the AI Assist onboarding process in this informative video. Whether you're integrating AI Assist into your workflow for the first time or looking to optimize your existing setup, this guide covers all the essential steps. Learn how to register, configure your settings, and start using AI Assist to streamline tasks and improve efficiency. With step-by-step instructions and practical tips, you’ll be fully prepared to make the most out of your AI Assist experience right from the start.

Learn how to set the hours your AI agent is active on live chat using the Schedule feature in tawk.to AI Assist. This video covers how to set your operating timezone, switch on the days you want your agent active, and define specific hours for each one. You'll also see how to control when your own team handles live chat instead, and where to find this setting if it's greyed out on your current plan.

Learn how to add an AI agent to your website using tawk.to AI Assist in just a few minutes. This video walks you through creating your agent, training it with your website and documents, setting its behaviour, connecting channels, and fine-tuning responses so you can start automating customer conversations right away.

Learn how to control the length of your AI agent's replies in tawk.to AI Assist using the Response Verbosity setting. This video shows you where to find the setting, what each option does, and when you'd choose Concise, Balanced, or Detailed depending on your support style. Each agent has its own verbosity setting, so you can fine-tune the feel of every conversation without touching your Instructions or prompts.

Learn how to use Instructions in tawk.to AI Assist to control exactly how your AI agent behaves, no matter what a customer asks. Unlike Knowledge, which your agent only draws on when relevant, Instructions are always active. This video covers what you can define in the Instructions field: your agent's role, tone, personality, greeting style, escalation procedure, and lead capture criteria. You'll also see how Instructions and Knowledge work together, and how to reset back to defaults if you need a clean start.

AI Assist not indexing your site correctly? This video breaks down why the crawler gets blocked, how to fix it fast, and what to do if you cannot allow the bot at all. We cover the most common issues — firewalls, CDNs, robots rules, CAPTCHA blocks, client side rendering, rate limits, login walls, redirect loops, hidden text, and more — plus the exact fixes for each. You’ll also learn when to switch to alternative data sources like CSVs, PDFs, TXT files, or APIs for private and real time content. If your AI Assist responses look incomplete or inconsistent, this walkthrough shows you how to diagnose the problem, check your data sources, confirm bot access, and get clean, accurate answers flowing again.