Setting up an AI bot to automatically respond to customers

Jivo has introduced a new feature — the AI Agent, which helps automate customer communication and handle complex tasks without human intervention. It will capture contacts left by the visitor in the chat, tag conversations, and also analyze customer sentiment.

This guide provides detailed instructions on configuring the AI Agent.

To activate it, you need to purchase the AI Agent module in Extensions > Modules.

Contents:

To configure, go to the Jivo app, section Extensions > Options.

Main settings

In the Main settings section, click Add AI Agent. You can add up to 15 AI Agents.

In the opened settings, upload the agent avatar and specify its name. These details will be displayed in the chat to your site visitors.

Also, select the channels where the AI Agent will operate.

Tip: To test functionality, you can create a separate channel Chat Page following our instructions and assign the assistant only there. Later, you can adjust the channels in the same settings.

Click Continue.

Adding information for replies

On the next step, provide all the necessary details the AI Agent should use when generating replies. Fill in the fields as thoroughly as possible — this will help make responses more accurate.

Provide your company name and contacts:

Website link
Contact info: Phone, Email, Messengers
Address
Social media links

In the Details block, specify useful information for responses:

Product and service descriptions (main items and prices)
Delivery terms (time, cost, available regions)
Payment terms (methods and special conditions)
Return policy (steps and deadlines)
Other specifics (any additional info useful for customers)

Creating instructions for the AI Agent

In the Details block, you can describe the workflow and logic of the AI Agent.

Important: All instructions must be provided only in this field. If you upload them as a file, they will not be interpreted as a prompt.

The AI Agent supports Markdown format. This means you can use headings, lists, bold text, etc., to structure information and make it clearer.

Examples of possible instructions:

Desired reply format. Define tone and communication style.

Instructions for special cases. For example, handling unusual situations or dealing with dissatisfied customers.

How to answer common questions.

When to invite a human operator into the chat. Example: "If the customer asks about personalized conditions, immediately invite the operator."

When to end the chat. Example: "If the customer confirms their issue has been resolved, end the chat."

When ended this way, the chat goes to Contact Center > All, and the data can be sent to your CRM with the "Chat finished" event.

When to request customer contacts. The AI Agent can ask for phone and email and automatically record them in the chat’s info panel.

Practical examples of instructions can be found in the article "Advanced AI bot customization: using custom prompts".

AI Agent knowledge base

In the Knowledge base section, you can upload up to 5 files with additional materials to assist in formulating responses.

Examples of materials:

FAQs (frequently asked questions)
Documentation on products and services
Price lists
Branch contacts and addresses
Product usage recommendations
Legal information (policies, terms, contracts)
Marketing materials (promotions, discounts, special offers)

Supported formats: .docx, .pptx, .csv, .html, .rtf, .xlsx, .xml, .md, .txt, .json, .pdf (max. 30 MB).

Click Upload, select the file on your computer, and finish by clicking Add AI Agent.

Later, you’ll be able to adjust settings, remove, or add new files.

Once configured, the AI Agent can respond to customers according to the defined rules. While generating a reply, the chat will display "Reply in progress".

It can also transfer the chat to a human operator, who will see it in Contact Center > Inbox.

Conversation tags

After the chat ends or is transferred to an agent, tags are automatically generated, showing the topics discussed.

These tags are visible in the chat’s info panel within the Jivo app.

The AI Agent adds up to 3 tags per conversation. If there are multiple chats with the same visitor, the total limit is 10 tags.

Tags are listed in Settings > CRM Settings > Tags, where they can be renamed or deleted.

Chat analysis and customer contact capture

If, during the chat, the customer provides a phone number or email, upon chat closure or transfer to an agent, these contacts will automatically be added to the contact fields.

If the contact already exists, it won’t be duplicated. The AI Agent can save up to 10 phone numbers and 10 emails per visitor.

Additionally, the AI Agent performs sentiment analysis and generates a summary: key interests, questions asked, etc.

This summary is displayed in Contact Center > All, under the AI Summary column.

Note: If the contact is shared after the human operator joins the chat, it will not be recorded.

Changing AI Agent settings

Go to Extensions > Preferences. In the Main settings section, click the relevant button.

You can also pause the AI Agent by clicking Pause, without removing it from the channel.

Tips for organizing file data

To help the AI Agent quickly find information and for easier file management, follow these tips:

Structure information: each line or paragraph should contain only one idea/data point
Use headings and sections for logical organization
Use descriptive file names (avoid generic ones like "Data")
Review to remove errors and duplicates before upload
Update files regularly to keep data current
Test the AI Agent after each update
In spreadsheets, fill all cells and avoid merged cells, which may cause analysis errors

Example in JSON format


[ 
  { 
    "Country": "Brazil", 
    "State": "São Paulo", 
    "City": "São Paulo", 
    "Store type": "Flagship", 
    "Shopping mall": "Paulista Plaza", 
    "Address": "Av. Paulista, 1000", 
    "Opening hours": "Mon-Sun 10:00 - 22:00", 
    "Nearest subway": "Brigadeiro", 
    "How to find": "1st floor" 
  } 
]

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