AI Assist: Persona, Base Prompts & Chat Interaction

Discover how the Apollo AI bot ensures seamless customer support, even when you’re offline! Learn how to enable the bot to manage incoming chats automatically, customise its availability to suit your business needs, and even provide 24/7 support by disabling the scheduler. Explore the Behaviour settings for tailored control and find out how upgrading to a paid plan unlocks advanced features. Not sure where to start? We’re here to help!

In this video, we will unlock the full potential of tawk.to AI Assist using CSV files to enhance response consistency and accuracy. This tutorial will show you how to prepare and import CSV data into tawk.to enabling the AI to access a wide range of predefined responses and information. This guide provides practical steps and tips to effectively use CSVs with AI Assist. Join us to make your customer interactions more efficient and reliable with the power of data!

Master the art of editing base prompts to bypass the pre-chat form with this simple tutorial. Learn effective strategies to refine your initial interaction setup, enhancing user experience and streamlining communications. This guide is ideal for anyone aiming to improve engagement, without relying on pre-chat forms.

Learn how to add a hyperlink to your AI Assist responses using Shortcuts. Easily format links, assign trigger questions, and test them in chat preview - all from your tawk.to dashboard.

Want your AI Agent to speak your customer’s language—literally? In this video, learn how to enable multilingual support in AI Assist so your chatbot can automatically detect and reply in your visitor’s preferred language.

In this video, we'll show you how to set up suggested messages within AI Assist. Learn to configure and customize AI Assist to provide helpful message suggestions, improving your communication efficiency. Whether you're new to AI or looking to fine-tune your setup, this tutorial has you covered.

Take over any chat in tawk.to, collaborate in real time, and keep replies smooth. Learn how to join a live thread, hand off from AI Assist or another agent, and use Whispers for private team notes. Includes when AI re-engages and quick takeover steps.

Learn how to use Smart Reply in tawk.to AI Assist to generate instant, data-driven response suggestions for your human agents across live chats and open tickets. This video covers how to turn Smart Reply on, which data sources it draws from, and how to use it inside an active chat or ticket. You'll also see how to check where a response came from and how to improve your data sources when a reply needs editing, so the same query gets a better answer automatically next time.

Voice Transcripts let your AI Agent understand voice notes and reply like a normal chat message. In this video, you’ll learn how to enable AI Transcription, supported formats, limits, and how credits are allocated.

Learn why your suggested message buttons stop appearing when a Pre-Chat form is enabled in tawk.to, and how to get them showing again. This video explains why it happens, how to turn on the Exclude pre-chat submissions from AI responses setting so your agent responds to the visitor's real message instead of the form submission, and how to set your shortcuts to Send Exactly as Written so your buttons appear exactly as you built them. The form data is still saved, nothing is lost.

In this video, we'll show you how to set up suggested messages for your pre-chat experience in tawk.to. Learn how to configure the tappable suggested-message buttons visitors see before they start a conversation, giving them ready-made prompts to open a chat, and how to make sure those buttons work smoothly alongside your pre-chat form. Whether you're setting this up for the first time or refining an existing widget, this walkthrough helps you point visitors toward the right conversation from their very first tap.

Teach your AI agent to get it right. In this video, we’ll show you how to test wrong answers in Preview, trace which data source was used, fix the content or Base Prompt, and retest until responses match your business.

Customize exactly how your AI Agent responds with the Base Prompt in tawk.to AI Assist. From tone and personality to data references and boundaries, this is where you define the rules. Learn how to shape your chatbot’s voice to match your brand, down to the last detail.

In this video, we will dive into the world of tawk.to AI Assist and explore useful base prompts to enhance your customer interactions. Learn how to craft effective initial responses that can guide conversations smoothly and provide immediate value to your customers. Whether you're new to tawk.to or seeking to refine your chat strategies, this guide will equip you with the tools you need for success. Tune in to master the art of base prompts with tawk.to AI Assist!

Use base prompts and regex to keep AI Assist on track. In this video, you’ll see how base prompts let you control how your AI agent behaves, and how regex helps validate customer input like order numbers or reference IDs before the conversation moves on. It’s a simple way to reduce errors, avoid confusion, and make sure your AI only works with correctly formatted information. Perfect for workflows that depend on clean, predictable input.