What the chatbot knows

It reads your knowledge base, and only the public part of it. Chatboten leser bare fra offentlige kunnskapsbaseartikler. Merk artikler som offentlige i kunnskapsbasen for å inkludere dem.

That is the whole training step. There is no separate model to teach and no list of question-and-answer pairs to maintain — fix the article and the bot's answer changes with it.

It cannot see your CRM. No customers, no deals, no invoices. A visitor cannot get it to reveal anything about anybody, because it has no access in the first place.

Shaping how it answers. Under AI-atferd:

• Egne instruksjoner (valgfritt) — Legges til chatbotens systemprompt. Bruk dette for merkevare-tone eller domene-spesifikke regler. For example: f.eks. Svar alltid på formell norsk. Nevn 30-dagers pengene-tilbake-garanti der det er relevant.
• Standardspråk — Språket chatboten hilser og svarer på. Auto følger besøkendes enhetsspråk. Choices are Auto (besøkerens enhet), Engelsk, Norsk, Svenska and Dansk.
• Reservemelding — Vises når AI-en er utilgjengelig eller leietakeren går tom for AI-kreditter.

When it should give up and fetch a human. Eskaleringsvilje: Hvor raskt boten overfører til et menneske i stedet for å svare. Tallet er kunnskapsbasetreffskåren boten eskalerer under. Relevante treff ligger typisk på 0,35–0,55, så anbefalt 0,30 betyr at boten svarer når den finner noe som helst og bare tilbyr menneske når søket er tomt. Hev verdien for å eskalere tidligere ved svake treff.

In practice: if visitors complain the bot waffles instead of admitting it does not know, raise it. If it hands off things it could easily have answered, lower it — and check whether the article it needed is actually marked public.

"The chatbot gives wrong answers" is nearly always a knowledge-base problem, not a bot problem. Ask it the question yourself in Livetest, then look at whether an article really covers it, clearly, in public. See Write a knowledge base article.

It costs AI credits. When they run out, visitors get the Reservemelding rather than an error — so write one that gives them somewhere to go.

It stays focused on your business. Greetings and questions about your products, pricing and support are welcome. Unrelated homework, general knowledge and requests to write software get a short redirect. A small topic check uses AI credits, but an unrelated request does not run the full answer.

Each conversation has a lifetime limit of 30 AI attempts. The limit includes topic checks and interrupted replies, and does not reset each hour or when the visitor refreshes the page. Once it is reached, the visitor is directed to human support. Messages to a human agent can continue. See Step into a live chat.