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How to turn on AI replies in SmartChat.

You turn on AI replies in SmartChat with a switch in the settings. After that, SmartChat AI replies to new messages from your contacts.

Settings in SmartChat: the AI reply switch is on

What you need for this.

You need two things to turn it on. Have them ready before you start.

  • AdminOnly admins can change the account's AI settings. Staff members work in the inbox.
  • KnowledgeSmartChat AI replies using what it knows about your business: your website, your documents and the answers you've added yourself.
  • NumberA connected WhatsApp number. If it's disconnected, AI replies are paused.

How to turn on AI replies

You turn on AI replies in four steps, and every change applies immediately.

  1. Open settings

    In SmartChat, open the settings and go to Business Brain.

    In SmartChat

  2. Find the AI reply card

    The AI reply card is at the bottom of the section, below the knowledge sources and the learned answers.

    In SmartChat

  3. Turn on the switch

    Click the switch next to AI reply. SmartChat shows "AI reply is on".

    Switch

  4. Set times

    If you want SmartChat AI to reply only at certain times, turn on "Selected times only".

    Optional

If you like, SmartChat AI replies only at times you choose.

Below the AI reply switch, you set when SmartChat AI replies. Without set times, it replies around the clock.

AI replies
AI repliesSmartChat answers your contacts' questions as soon as they write.
Selected times onlyOutside these times, SmartChat AI doesn't reply. When this is off, it replies around the clock.
Per day of the weekFor each day of the week, you decide whether it's on and choose the times from and to.

After that, you see every reply in the inbox.

Every reply from SmartChat AI is in the inbox, and you can write yourself at any time.

Inbox in SmartChat: a contact asks a question late in the evening, and SmartChat AI replies a few minutes later

  • Starts right away

    As soon as you turn it on, SmartChat AI replies to new messages.

  • You can write yourself

    If you've answered a message yourself, SmartChat AI stays out of it.

  • Turn off anytime

    If you turn off AI replies, SmartChat AI no longer answers messages.

If SmartChat AI doesn't know something, you get notified.

If SmartChat AI can't answer a question, it forwards the message to you or your team.

Inbox in SmartChat with the bell open: notifications "SmartChat AI needs you"

  • By email

    You get an email right away when SmartChat AI can't answer a question.

  • In the bell

    The SmartChat bell shows "SmartChat AI needs you" along with your contact's question.

Frequently asked questions about turning on AI replies.

Where do I find the switch for AI replies?

In the settings, under Business Brain, on the AI reply card. The switch is next to the title.

Who can turn on AI replies?

An admin does that. Staff members work in the inbox and see every AI reply there, but they can't change the account's AI settings.

Do I need to save anything after turning it on?

No. The card says: changes here apply immediately. After you click, SmartChat shows "AI reply is on".

What does the question mark next to AI reply mean?

It opens a short help text: SmartChat answers your customers' questions as soon as they write. Changes here apply immediately.

How do I turn AI replies off again?

Click the same switch. SmartChat shows "AI reply is off", and after that SmartChat AI no longer answers messages.

Where does SmartChat AI get its answers from?

From your website, your documents and the answers you've added yourself. You enter your website in the settings under Company.

Can I set the times when SmartChat AI replies?

Yes. Below the AI reply card, turn on "Selected times only", pick the days of the week and set the times from and to. Outside these times, SmartChat AI doesn't reply.

What happens if I don't set any times?

Then SmartChat AI replies around the clock. When times are turned off, the card says: SmartChat AI replies around the clock.

Why isn't SmartChat AI replying even though the switch is on?

There can be several reasons: the WhatsApp number is disconnected, you've already answered the message yourself, the contact has unsubscribed with STOP, or your credits are used up. The messages stay in the inbox.

What happens if I disconnect my WhatsApp number?

While the number is disconnected, follow-ups, newsletters and AI replies are paused. Contacts, templates and texts are kept.

What happens to questions SmartChat AI can't answer?

They go to you or your team, and you get an email. Learn more under AI replies.

Can I see what SmartChat AI wrote?

Yes. Every reply from SmartChat AI is in the inbox, and you can take over yourself at any time.

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