Deploying AI
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Zaapi’s AI Agent can be deployed to handle customer chats automatically using predefined automation rules. Once activated, the AI will respond to customer messages based on the training documentation. If the AI cannot provide a response, it will notify the customer that their inquiry is being escalated to a human agent. The chat remains unread so that a human agent can review the AI’s response if needed.
Go to Basic Automations – Navigate to the Basic Automations section in the side navigation.
Click "Create New Automation" – This will allow you to set up AI-powered chat handling.
Choose an Automation Type:
AI Handles Pending Chats – AI responds if a customer has been waiting for a response for a set period.
AI Handles Chats Outside of Business Hours – AI replies to messages when no agents are available.
AI Handles All Unassigned Chats – AI responds to any chat that has not yet been assigned to an agent.
Select the Channels – Choose the communication channels where the AI should be active.
Set Response Timing (If Using Pending Chats) – Define how long a customer must wait before the AI steps in.
Minimum time: 1 minute (Be cautious, as setting this too low may cause AI to take over before an agent responds even if they are currently typing or if they need some time to investigate before responding).
Adjust Business Hours (If Using Out-of-Business-Hours) – Review and adjust your business hours in the settings.
Decide on Chat Assignment Behavior – Choose whether the chat should remain assigned to the original agent when the AI responds (recommended to keep this enabled to prevent reassignment issues and agents losing the chat).
Name Your Automation – Give it a clear name for easy identification.
Click "Create Automation" – Your AI will now start responding to customer chats based on the configured rules.
