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Answer visitors with the Chat Agent

Put a chat widget on your website, answer your Facebook page messages, teach the agent from your own pages and text, and step in whenever a person is needed.

What the Chat Agent does

A Chat Agent answers people in text. It works in two places:

  • Web widget: a chat bubble on your website.
  • Messenger: messages to your Facebook page, through Relay.

It answers from the knowledge you give it. It can book, move and cancel Cue appointments, capture a lead into Nest with consent, and hand the conversation to a person when it can’t help.

Open it at https://tron.oroe.ai/t/chat_agent.

Before you start

  • For the website widget, you don’t need to connect anything.
  • For Messenger, connect your Facebook page in Relay first.

Create a Chat Agent

  1. Go to https://tron.oroe.ai/t/chat_agent/agents and select New Agent.
  2. Pick a Purpose preset (optional): Website concierge, Booking assistant, Lead qualifier, Support FAQ or Messenger front desk.
  3. Write the Persona / System Prompt. Keep replies short: it’s a chat.
  4. In the Chat Agent settings card, choose the Channels: web, messenger or both.
  5. Set the First message visitors see.
  6. Select Save Agent.

Note The opening line for this type is the First message in Chat Agent settings, not a greeting in Identity.

Teach it with Knowledge

The agent answers from the sources you add. Without any, it only knows its persona.

  1. Open Knowledge at https://tron.oroe.ai/t/chat_agent/knowledge.
  2. Choose the Agent.
  3. Under Add a source, pick Web page and paste a URL, or pick Text and paste FAQs, policies, opening hours or prices.
  4. Optional: give it a title.
  5. Select Add to knowledge.

Each source is listed with its Title, Type, Source, Chunks and when it was Added. Use Remove source to take one out.

Tip Switch on Answer only from knowledge if you’d rather the agent say it doesn’t know than guess.

Put the widget on your website

  1. Open Widget at https://tron.oroe.ai/t/chat_agent/widget.
  2. Choose the Agent.
  3. Under Embed snippet, select Copy.
  4. Paste the snippet into your website’s HTML.

The card also shows the Allowed origins, Position and Launcher for that agent.

Before you go live, list your site under Widget origins in Chat Agent settings, for example https://www.example.com. While it’s empty, any site can load the widget.

Good to know Rotate token gives the agent a new snippet. Sites using the old one stop working until you update them.

Chat Agent settings

Setting What it does
Channels web for the widget, messenger for your Facebook page.
Relay Messenger accounts Which Facebook pages it answers. Empty means all your pages.
Widget origins The sites allowed to load the widget.
Widget position bottom-right or bottom-left.
Launcher text The words on the chat button. Default: “Chat with us”.
First message What the agent says first.
Ask visitors for name, phone and/or email.
Hours start / Hours end / Timezone for hours Your opening hours.
Away message Shown outside your hours.
Message when the assistant is unavailable Sent if the AI can’t answer at all. The conversation is handed to a person at the same time.
Book appointments Lets it book, move and cancel in Cue. The booking tools refuse while this is off.
Cue business Which Cue business to book into.
Capture leads into Nest Lets it save a lead. Lead source label tags where the lead came from.
Messaging opt-in ask first or existing consent.
Hand off on keywords Words that pass the chat to a person, for example “human” or “person”.
End after N aimless turns Closes a conversation that isn’t going anywhere.
AI disclosure auto by region or always.
Answer only from knowledge Says “I don’t know” instead of guessing.
Languages Reply in the visitor’s language when it’s one of these. Empty follows the visitor.
Turns of history kept in the prompt How much of the chat it remembers while answering.

Handle conversations

Open Conversations at https://tron.oroe.ai/t/chat_agent/conversations. Each row shows the Visitor, Channel, Status, Outcome, Turns and Last message. Filter by status (Open, Waiting on a person, Closed) or by channel (Web widget, Messenger).

Open a conversation to read it. From there you can:

  • type in Reply as a person (takes over the conversation) and select Send,
  • select Give back to the agent when you’re done, or
  • select Close as resolved.

When the agent hands off, the conversation shows as Waiting on a person. A chat hand-off also appears in Approvals with the transcript and the visitor’s contact details.

Watch how it’s doing

The Overview shows Conversations, 7 days, Handled without a person, Open now, Waiting on a person, Leads, 7 days, Bookings, 7 days, Knowledge sources, Chat agents and Turns the agent could not answer, 7 days.

Tip Turns it couldn’t answer are a great to-do list. Add a knowledge source for each common one.

Was this helpful? Tell us what’s missing with the feedback button in any module, or email support@oroe.ai.