Build AI ChatBot: setup & operations

1. Choose your team workspace

Sign in, select the team you want to support, and open Build AI ChatBot. Team owners/admins manage setup. Members need operator access to handle support conversations; being a team member alone does not grant that access.

The Overview shows bots, knowledge sources, operator availability, and open escalations for the selected team. Check the team name before changing settings or adding content.

2. Choose or create a bot

Use the existing support bot or choose Create Bot Profile in Bots. Enter a name, default language, and comma-separated supported languages, such as en, th. A blank slug is generated from the name. Choose the initial status and low-confidence threshold (0–1); the default threshold is 0.45. A draft is useful while preparing content. Use an active bot for customer-facing setup and test its responses before launch.

3. Add PDF and website knowledge

In Documents, select the bot and upload a PDF, or register a website source with its URL and crawl settings. Wait for PDFs to show indexed and for web pages to finish crawling. Check source status before generating Q&A. Uploading a file alone does not mean its content is ready for answers. Keep policies and product information current and remove obsolete sources.

4. Review and publish Q&A

Open Generated Q&A and generate suggestions from an indexed PDF or crawled website source. In Review Queue, open an entry, check the question and answer against its source, and edit as needed. Set its status to Published and enable Allow retrieval after publish before saving. Draft, reviewed, archived, or non-retrievable entries are not ready for answer retrieval.

5. Test and install the website widget

In Embed, choose a bot, enter a label, and generate a widget key. Enter allowed website origins one per line, for example https://shop.example.com. Leaving this field blank uses the dashboard origin for testing. Use separate keys for dashboard testing and your production website so each has the right domain list.

Select an active key in Test Console, start a session, and ask questions from your knowledge sources. Then install the snippet below on your website and repeat the test there. Revoked keys cannot start new widget sessions.

<script>
  window.KaleidoVidCustomerService = {
    widgetKey: "YOUR_PUBLIC_WIDGET_KEY",
    apiBaseUrl: "https://kaleidovid.com/api/customer-service"
  };
</script>
<script async src="https://kaleidovid.com/customer-service/widget/v1.js"></script>

6. Connect LINE

Open LINE, select the responding bot, and save your channel ID, channel secret, and channel access token. Include the Official Account ID if available. Copy the unique webhook URL shown for that saved channel into LINE Developers → Messaging API → Webhook URL and enable webhook delivery. Send a test message from LINE, then check verification, last-event, and reply diagnostics. Use the URL for the matching channel when you connect more than one account.

7. Set up human handoff

In Operators, grant access to an existing team member and set their conversation capacity. The operator can open Inbox, update their presence and handoff availability, and handle assigned or waiting escalations. Available capacity affects who can receive a conversation. Read the transcript before replying; replies go back through the customer's channel. Close the conversation when finished. Conversations keeps the shared history for later review.

8. Check fallback email coverage

Open Fallback Email to inspect active or paused routes, recipients, CC addresses, and provider. This page currently displays saved routes. Ask your workspace administrator to configure or update a route if needed. Test the no-operator path before relying on email follow-up; an empty route list means there is no configured fallback email destination.

Troubleshooting

Missing or weak answers: check the selected bot, source indexing, and Q&A publication/retrieval settings. If the workspace shows Customer Service AI is not configured, ask a platform or partner administrator to configure Customer Service AI under Admin → API Configuration. An indexed PDF alone does not confirm AI replies are configured.

Widget cannot start: confirm the key is active and the current website origin is allowed. LINE receives no reply: verify the channel's saved credentials, matching webhook URL, webhook delivery setting, and latest diagnostics. Handoff has no recipient: check operator access, presence, acceptance of handoffs, and remaining capacity.