AI assistant and FAQ

FAQs answer typical questions instead of operators: a visitor clicks a button in the chat window and sees the answer right away — no waiting and no ticket. They work on all plans and don't need AI.

FAQ in the chat window

The site administrator manages the questions on the support site's «AI assistant» tab — with the «Add question» button:

«Question» — up to 80 characters, «Answer» — up to 1000 characters, with bold text and links; the preview shows how the visitor will see the answer;
in the «Help article» field, you can choose an article from the «Knowledge base» — without your own answer, the visitor sees its description;
if the site has several languages, the question and answer are translated into each one; without a translation, the visitor sees the text in the primary language.

«Show in chat window» in the question form and the «In chat window» switch in the list publish a question or unpublish it. An empty chat window shows up to four published questions under the greeting: the window shows them instead of quick questions. A site can have up to 30 questions in total, and you change their order in the list.

Under the answer, the visitor sees the «This helped» and «Talk to an agent» buttons. «Talk to an agent» creates a regular ticket, and the operator sees which question the visitor opened and which answer they got.

Each question has statistics for 30 days: how many times it was opened, who found the answer helpful, how many visitors called an operator or kept writing. If visitors often call an operator after a question, it's worth rewriting the answer.

Operators see the tab, while site administrators change the questions.

AI assistant and operator assistant

The AI assistant, which answers visitors in the chat window on its own, and the operator assistant, which prepares draft replies, aren't in your account yet — they're being prepared for launch. The terms are already known:

both are included in the paid «Start», «Business» and «Corporate» plans;
both run on your AI model: you connect a model from your provider with your own key, Invoicebox doesn't charge for this, and you pay the provider for the model's work;
the «Free» plan has no AI, but FAQs work there too.

How the AI assistant will work in the chat window:

it answers based on your site's «Knowledge base» articles and gives links to them;
its messages are signed «AI assistant», and the visitor sees a warning: «You are chatting with an AI assistant. It can make mistakes — you can ask for an agent at any time»;
the «Talk to an agent» button is visible the whole time the AI is answering;
it hands the ticket over to an operator on its own when the help center has no answer, when it's about money, bank details, personal data or access, in case of a complaint and in case of any failure;
it doesn't see orders, invoices and payments and doesn't read files: such questions go to an operator;
the operator sees the visitor's whole conversation with the AI and the reason the AI handed over the ticket.

While the AI assistant is off, all tickets go straight to operators. The site administrator turns it on.

Visitors' AI agents

AI agents are something else: they're assistants in the visitor's own browser that write to you through the chat window on the visitor's behalf. The operator sees a «Via AI agent» badge on their messages. Learn more — AI agents on your website.

Questions? Write to c-support@invoicebox.ru or call +7 (812) 448-08-01 (9:00–21:00 Moscow time).