Add a conversational assistant
Last Update: Jan 2025 • Est. Read Time: 2 MINConversational assistants can help you collect customer information before they connect with an agent, speeding up response times and closing conversations more quickly.
| Who can access this feature? | |
| User types | Admins can access the Customer Assist page. |
In this article
Add a new assistant
To add a new assistant, go to Settings > KIQ > Customer Assist and select Add Assistant. Here, you can choose to create a Lite or Premium assistant. When you create a new assistant, you’ll need to provide the following:
- Internal Name is the name listed for the assistant on the Customer Assist page in your Kustomer organization.
- Description is a brief description of the assistant that appears in your Kustomer organization.
- Public Name is the display name of your conversational assistant that will appear for customers in the chat widget.
- Channel is the channel that the assistant will be on. Available options are Chat, SMS, WhatsApp, and Kustomer Voice.
In the assistant editor, you can update the Internal Name, Description, and Public Name under Assistant Settings.
After you create an assistant, the editor page for the assistant opens. Here, you can add dialogs and interactions to build the different conversation paths the assistant will take. Once you are done, select Save and Publish and then turn on the assistant to use it in Kustomer.
For a step-by-step conversational assistant tutorial, see Tutorial: Build a conversational assistant.
Note: You can create and manage multiple conversational assistants (chatbots) and assign them to multiple brands under our organization with Multi-brand Chat features.
Preview an assistant
You can preview your conversational assistant and interact with it to test it before making it available.
To do so, select Preview in the editor. You will be directed to a new page. Here, you can interact with your assistant as a customer and test the flow you set up.
You can also select Advanced settings and test other features, such as browser notifications, push notifications, browser language, and icon position and size.
Turn on a conversational assistant
Select Save and Publish in your conversational assistant draft to make your assistant active in Kustomer.
In Chat Management: Settings, you can assign a default conversational assistant for each brand from a list of your active assistants.
Note: When you turn on an assistant for a brand, the assistant will start each newly created conversation with your customer unless you override the settings in the Chat SDK.