Answer your first conversation with Lucía

Answer your first conversation with Lucía

At the end of this guide, Lucía answers a test message you wrote as a customer, and you can read that conversation in your inbox.

Time: about 20 minutes. You need: an owner login on an onboarded workspace, and the website where you can paste the chat’s embed code (see Install the chat on your website). Each stage needs one permission: knowledge.manage for stage 1, channels.manage for stage 2, automation.settings for stage 3 and inbox.view for stage 5. An owner holds all of them.

A workspace you create through onboarding starts with Lucía in Handoff. In that mode, Lucía writes no replies: every conversation goes straight to your team. Stage 3 changes that.

1. Add a document to your knowledge base

To let Lucía answer, give your workspace at least one document. Until it has one, you can choose only Handoff or Off as Lucía’s mode.

1. In the sidebar, select Assistants, then the Knowledge tab. You see the Knowledge base page. A workspace with no documents shows No documents yet.
2. To write the document yourself, select Write one. The Add documentation page opens.
3. In Title, enter a short name, for example “Opening hours”.
4. In Content (Markdown), write one fact your customers ask about, for example your opening hours and your address.
5. Select Add to knowledge base. You see Document added. It is ready to answer customers.

If you prefer to start from a website, select Import from a website on the Knowledge base page and follow Import your website. To upload a file instead, select Upload document.

To check what Lucía would find for a question, open the Test tab on the Knowledge base page, enter a question in Question and select Run test. The test searches your knowledge base for that question.

2. Make the website chat available

To write as a customer, you need a chat on a web page. Follow Install the chat on your website to create the chat channel and paste its embed code into your site. The console has no chat window of its own for testing: Live preview in the channel form is a picture of the bubble, and it does not reach Lucía.

When you finish, open your website in a separate browser window. You see the chat bubble.

3. Switch Lucía on

To let Lucía answer customers, change the workspace’s mode from Handoff to Autopilot.

1. In the sidebar, select System. The Organisation page opens on its System tab. If you don’t see System, you lack the automation.settings permission; ask an owner.
2. Find the AI agent group and its Agent mode list.
3. In the list, select Autopilot. You see a notice that the agent mode was updated.

If you cannot select Autopilot, the workspace has no documents. The page says that the modes where Lucía answers need documents. Select Add documents in Knowledge and finish stage 1.

Autopilot means Lucía answers the customer directly, end to end. A chat channel you create sends Lucía’s replies without a person approving each one.

4. Write to Lucía as a customer

To see Lucía answer, send a message in the chat on your website.

1. Open the chat bubble on your website.
2. Write a question your document answers, for example “What time do you open on Saturday?”.
3. Wait for the reply. You see Lucía’s answer in the chat.

To see a handover, ask for a person in the chat, for example “Can I talk to a person?”. Lucía hands the conversation over at once and tells the customer that a person will continue. A question your document does not cover is different: Lucía first tries to help and offers a person only after a few turns.

5. Read the conversation in your inbox

To see what Lucía did, open the conversation in the console.

1. In the sidebar, select Conversations. Your test conversation is in the list.
2. Select the AI tab to filter the conversations Lucía handles.
3. Open the conversation. You see your messages and Lucía’s reply in one thread, and the header shows the AI mode badge.
4. For the conversation where you asked for a person, select the Escalated tab. The row reads Escalated and the conversation shows an Escalation summary with the reason Explicit request.

To take over a handed-over conversation, follow Handle a handover.

What you did

You gave your workspace a document, switched Lucía from Handoff to Autopilot, wrote to her as a customer on your website chat and read the result in Conversations. Lucía answered from your document. When you asked for a person, she handed the conversation to your team and told you why.

Next step

To learn why Lucía answers one message and hands over another, read How Lucía decides. To see which language she replies in, read Reply languages.