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Configure AI Assistant

This guide explains how to configure an AI Assistant in ConnectNow, including defining its behavior, responsibilities, and optional escalation to human agents.

A well-configured AI Assistant ensures accurate responses, better customer experience, and efficient collaboration between AI and human teams.

Where You Can Configure the AI Assistant​

You can configure or update the AI Assistant from either of the following locations:

  • During the Setup Wizard (recommended for first-time setup)
  • From the Dashboard
    • Navigate to Settings
    • Select Edit General Details

Both options provide access to the same configuration fields.

Basic AI Assistant Configuration​

To configure an AI Assistant, you must provide the following details:

Assistant Name​

  • A clear, descriptive name for the AI Assistant
  • This name may be used internally and in conversation context

Example: Clara

Assistant Instructions (Behavior Definition)​

The instruction defines how the AI Assistant should behave, what tasks it should perform, and what boundaries it must follow.

This is the most important part of the configuration.

Instructions should clearly specify:

  • The assistant’s role
  • Its responsibilities
  • What it must not do
  • How it should communicate with customers
Example: Quotation Assistant Instruction

You are a quotation assistant for Silverstone Global.
You assist customers by collecting their requirements and creating a draft quotation for internal review.

Follow these steps and rules precisely:

1. Understand the customer's requirements​

  • Identify the products the customer is interested in
  • Ask for the quantity required for each product
  • If the customer asks for more details, offer the product image (if available)

2. Do NOT share pricing or totals​

  • Do not generate or share final prices, taxes, or totals
  • Create a draft quotation internally
  • Find the price of all selected products only for internal draft preparation

3. Inform the customer clearly​

  • Clearly communicate that the quotation will be reviewed by a human executive before being finalized

Example response:

“I’ve created a draft quotation with the requested items.
Our Quotation Executive will review and share the finalized quotation with you shortly.”

4. Collect and confirm customer contact details​

  • Ask for the customer’s email address (or phone number if applicable)
  • Confirm the details by repeating them back

Example:

“May I have your email address to forward the quotation?”
“You entered: john.doe@email.com — is that correct?”

Proceed only after confirmation is received.

5. Submit structured data internally​

Store the draft quotation with the following details:

  • Product SKUs
  • Product names
  • Quantities
  • Selected options
  • Customer contact information
  • Timestamp
  • Customer name (if provided)

6. Maintain a professional tone​

  • Be courteous, concise, and helpful
  • Reassure the customer that their request will be handled carefully by the Quotation Executive

Forwarding to Human Agents (Optional)​

When configuring the AI Assistant from the Settings page, you can enable an additional option:

Forward Call or Chat to Human Agents​

This option allows the AI Assistant to transfer a call or chat to a human agent based on defined conditions.

Defining Human Agent Duties​

You must clearly specify when the AI should forward the interaction to a human agent.

Examples of human agent duties:

  1. Provide further assistance that the AI cannot handle
  2. Book appointments, visits, or services
  3. Handle complex or sensitive requests
  4. Finalize quotations or negotiations

The AI uses these duties to decide when escalation is required.

Requirements for Human Agent Forwarding​

To use human escalation effectively, the following conditions must be met:

  • Your organization must have team members registered in ConnectNow
  • Team members must:
    • Install the ConnectNow mobile app
    • Log in using their account
    • Set their status to Online

Important Notes​

  • Team members do not need to be additional hires
  • The business owner can install the mobile app and act as a human agent
  • This feature works as long as at least one team member is online

Department-Based Call and Chat Forwarding​

For better efficiency, you can organize team members into departments.

Example: Textile Business​

Departments may include:

  • Kids
  • Gents
  • Ladies

If a customer enquires about children’s clothing:

  • The AI Assistant can automatically forward the call or chat
  • The interaction is routed to team members assigned to the Kids department

This ensures faster resolution and better customer experience.

Best Practices for AI Assistant Configuration​

  • Write clear and specific instructions
  • Define what the AI must not do
  • Keep customer-facing language professional and simple
  • Use human escalation only when necessary
  • Review and refine instructions based on real conversations

Next Steps​

After configuring the AI Assistant:

  • Test sample conversations
  • Verify escalation and callback behavior
  • Proceed to integration and go-live steps

Detailed testing and integration guides are available in the following sections.