The AI receptionist only answers from what you give it. Besides your approved answers, you can give it short rules to follow, notes to read, and your website. You can also rate its replies in the Inbox, and those ratings can turn into new rules. All of this lives in Settings → AI receptionist.
Owners and admins can change these settings. Anyone on your team can rate a reply.
Instructions: short rules it always follows
The Instructions card holds short, named rules, written the way you'd brief a new team member. Each one has its own on/off switch.
- Click Add instruction, or click one of the starters next to Start from: (Tone, Never say, Promotions, Warranty limits, Shade / legal limits, Booking & deposits). A starter fills in the name and shows an example in the box. It never fills in facts for you.
- Give it a name (up to 80 characters) and write the rule (up to 2,000 characters).
- Click Save.
Hover a rule to move it up or down, edit it, or delete it. Use the switch to turn a rule off without deleting it. You can have up to 30 instructions.
If your instructions get longer than the AI can read at once, the card warns you and the last ones on the list are skipped. Shorten some, or turn off the ones you don't need.
Instructions never change your prices. Prices always come from your price list.
Knowledge sources: more for it to read
The Knowledge sources card lists what the AI reads besides your instructions:
- Approved answers: your answers to common questions. Click Edit answers to change them in Settings → AI Assistant. See Teaching your AI Assistant your shop's voice and knowledge.
- Text note: click Add source → Text note, give it a name, and type facts it can use, such as what's in each package or how long jobs take (up to 4,000 characters).
- Website: click Add source → Website, type your web address and click Read website. It reads up to 30 pages of your site, which can take up to a minute. The row then shows how many pages it read and when. Click the refresh icon after you change your site.
Each source has an on/off switch. You can add up to 20 sources, and up to 5 of them can be websites. The AI uses a text note in full, and uses the parts of your website that match what the customer asks.
Rating the AI's replies
In the Inbox, a thumbs up and thumbs down show under each message the AI wrote, on every channel. Your own team's messages can't be rated.
- Tap a thumb.
- A small box asks "What about this reply was helpful?" or "What should it have said instead?". Type a comment if you like.
- Save it.
When you leave a comment, SalesThumb turns it into a suggested rule. Suggestions wait in Suggested from feedback at the top of the Instructions card, switched off. Click Use this rule to turn one on, or Dismiss to drop it.
Related
- Setting up the AI receptionist for chat and calls
- How your AI is doing: the scorecard and your AI allowance
Frequently asked questions
Q: Can an instruction change my prices?
A: No. Instructions and knowledge sources never change prices. The AI always takes prices from your price list.
Q: How many instructions and sources can I add?
A: Up to 30 instructions and up to 20 knowledge sources, of which up to 5 can be websites. A text note can be up to 4,000 characters.
Q: Does a thumbs down change the AI right away?
A: No. A comment you leave becomes a suggested rule that stays off until an owner or admin clicks Use this rule in the Instructions card.
Q: How much of my website does it read?
A: Up to 30 pages. Click the refresh icon on the website's row after you change your site so it reads the new version.