Build its knowledge
Start at https://app.message.com/settings/ai/onboarding. Scan a public website or answer business-specific questions if you do not have one. Review the generated articles under Knowledge and publish the answers that are accurate.
Set personality and boundaries
Use https://app.message.com/settings/ai/persona for the display name, tone, greeting and handoff message. Use https://app.message.com/settings/ai/guardrails for boundaries and https://app.message.com/settings/ai/responses for reply mode and handoff behavior.
Test chat answers
Open https://app.message.com/settings/ai and use Try your AI. Test a question covered by your knowledge, a question with missing information, an off-topic request and a request for a person. Enable AI only after checking the answers and the knowledge-ready and entitlement status.
Configure other channels
Ticket AI is configured at https://app.message.com/settings/tickets/ai and phone AI at https://app.message.com/settings/phones/ai. Enabling Chat AI does not complete those channels’ setup. Task AI agents have their own configuration.
Keep going
Put the next step into practice, or ask us about your setup.