Documentation

AI Agent

EchoChat's AI Agent is a powerful RAG (Retrieval-Augmented Generation) system that can automatically answer customer inquiries using your business data.

How It Works

The AI Agent uses RAG (Retrieval-Augmented Generation) to provide accurate answers.

When a customer sends a message, the AI searches your Knowledge Base (Products, FAQs, Documents) for relevant information.

It then generates a natural, human-like response based only on that information.

The AI maintains conversation memory to provide context-aware follow-up responses.

Setting Up the AI Agent

  1. Navigate to Automation → AI Agent
  2. Write your System Prompt - this defines the AI's personality and behavior
  3. Choose a Reply Mode:
    • ALL - Respond to everyone
    • WHITELIST - Only respond to specific groups
    • BLACKLIST - Respond to everyone except specific groups
  4. Toggle the Active switch to enable
  5. Click Save

Writing a Good System Prompt

Your system prompt shapes how the AI responds. Include:

  • Role - Who is the AI? (e.g., "You are a friendly customer service assistant for [Your Business]")
  • Tone - How should it communicate? (formal, casual, friendly)
  • Boundaries - What should it NOT do? (e.g., "Do not discuss competitors")
  • Escalation - When to hand off to human? (e.g., "For complex issues, ask them to call support")

Example prompt:

"You are a helpful support agent for EchoChat. You answer questions about our products using the knowledge base. Be friendly and concise. If you don't know something, say so and suggest they contact support at 0812-xxxx-xxxx."

Knowledge Base

The AI uses data from your Knowledge Base to answer questions accurately:

Products

Add your product catalog with names, descriptions, prices, and stock levels.

FAQs

Add common questions and their answers for quick, accurate responses.

Documents

Upload files with additional business information for the AI to reference.

Priority Order

When a message comes in, the system checks in this order:

  1. Auto Reply - If a keyword matches, Auto Reply responds first
  2. AI Agent - If no Auto Reply matches, AI Agent handles the message

Tip: Use Auto Reply for specific keywords (like "price" or "order") and let AI handle general conversations.

AI Agent