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Website Live Chat with AI – How to Activate and Manage It

Easily enable AI-powered live chat on your website to give visitors instant answers, 24/7 support, and faster lead response times.

Wisdom Atangan avatar
Written by Wisdom Atangan
Updated over a month ago

✨ Introduction:

Webware’s Website Live Chat with AI lets you offer automated, intelligent responses to your website visitors using the information you upload to your Knowledge Base.
Once enabled, AI will assist visitors 24/7, and all conversations will automatically appear in your Conversations → Website Chat section, where your team can monitor, manage, and jump in at any time.

📝 What to Know Before You Start:

  • AI Chat is only available after you upload documents into your Knowledge Base.

  • AI replies only based on the content you provide — it does not guess or create random information.

  • Visitors can still send messages when you’re offline — AI will respond if enabled.

  • You can turn AI on or off anytime from the Chat Settings page.

🪜 Step-by-Step: How to Activate Website Live Chat with AI

Step 1: Upload Your Knowledge Base Documents

  1. Log in to your Webware Dashboard.

  2. From the left-hand navigation, click Business Intelligence.

  3. Under Business Intelligence, click Knowledge Base.

  4. Click Upload Documents.

  5. Upload PDFs, DOC, DOCX, or TXT files (up to 10MB each).
    Recommended uploads include:

    • FAQ documents

    • Product or service descriptions

    • Pricing breakdowns

    • Company information

    • Refund, warranty, and policy documents

  6. Click Refresh to verify indexing, then click Save.

💡 Pro Tip:
RIVI AI uses your Business Intelligence content for writing — but Website Chat AI uses ONLY the documents you upload into the Knowledge Base.

Step 2: Turn On AI in Website Chat

  1. From the left-hand navigation, click Conversations.

  2. Under Conversations, click Website Chat.

    • Your screen will show Email Inbox, Website Chat, Phone, and SMS Text.

  3. In the Chat section, click the Settings button in the top-right corner.

  4. Scroll down to AI Chatbot Settings and adjust the following options:

    • Enable AI Chatbot: Toggle ON to allow AI replies

    • Max Responses per Conversation: Default is 100

    • Response Confidence Threshold:

      • Higher % = more accurate replies

      • Lower % = more flexible replies

      • Recommended: 70% (Medium)

    • Restrict by Schedule: Allow AI to reply only at certain times

    • Allow AI When Agents Are Online:

      • ON → AI replies anytime

      • OFF → AI replies only when team is offline

    • Bot Timezone: Select your timezone for accurate scheduling

  5. Click Save.

✔️ AI Live Chat is now active on your website!

Step 3: Managing Website Live Chat with AI

Once AI is enabled, all chat activity appears inside Conversations → Website Chat.

When You’re Online:

  • See current active chats

  • Jump in at any time

  • AI and human replies are fully visible

When You’re Offline:

  • Past conversations are stored automatically

  • AI replies + human replies appear together

  • You can:

    • Mark chats as closed

    • Reassign conversations

    • View customer profiles

    • Create tasks

    • Start (Email) Conversation
      ​

💡 Pro Tip:
Every visitor who starts a chat becomes a contact in your CRM automatically, with the Live Chat conversation attached on the profile — ensuring no lead is ever missed.

🎉 Your Website Live Chat with AI Is Now Ready!

Your visitors can now receive real-time answers directly on your website, and your team can manage all activity from the Conversations dashboard.

If you ever need to update AI behavior, simply adjust your Chat Settings or upload new content to your Knowledge Base.

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