1. Connecting Communication Channels

Before using an AI chatbot, you need to establish communication channels.

Step 1: Access the Communication Channel

From the main menu, select Communication Channels .

Step 2: View the channel list

The system supports the following channels:

• WhatsApp
• Facebook Messenger
• Live Chat
• Zalo

Step 3: Connect to Facebook

1. Click Connect in the Facebook section.

1. Select the Fanpage you want to connect to.

1. Grant access

Step 4: Connect to Zalo

1. Click Connect in the Zalo section.

1. Select the Zalo OA you want to connect to.
2. Agree to grant permission

Step 5: Confirm the connection

After connecting, the channels will display the status "Connected":

2. Installing the AI ​​Chatbot

Step 1: Access AI Chatbot Settings

From the menu, select Settings > AI Chatbot .

Step 2: Understand how AI works

AI chatbots obtain data from:

• Brand Identity: Brand Information
• Products: Product List
• Posts: Published articles

3. Customization Guide

This is the most important part for making the AI ​​chatbot work as you intend.

Step 1: Open the Customization Guide.

Step 2: Write the instructions

Enter the instructions for the AI ​​chatbot:

Example 1: Fashion shop

 Bạn là nhân viên bán hàng thời trang thân thiện. Luôn chào hỏi lịch sự và hỏi khách cần tìm sản phẩm gì. Gợi ý sản phẩm phù hợp với nhu cầu khách hàng. Nếu khách muốn mua, hỏi size và xác nhận đơn hàng.

Example 2: Consulting services

 Bạn là tư vấn viên chuyên nghiệp. Trả lời câu hỏi ngắn gọn, dễ hiểu. Nếu câu hỏi phức tạp, hỏi số điện thoại để tư vấn chi tiết. Luôn cảm ơn khách hàng sau mỗi cuộc trò chuyện.

Example 3: Restaurant

 Bạn là nhân viên tư vấn nhà hàng. Giới thiệu các món ăn đặc trưng khi khách hỏi. Thông báo giờ mở cửa: 10:00 - 22:00. Nếu khách muốn đặt bàn, hỏi ngày giờ và số người.

Tips for writing good instructions:

• Identify the roles of AI (salesperson, consultant, etc.)
• Describe the style of response (polite, friendly, professional, etc.).
• Instructions on how to handle specific situations
• Set rules for collecting information (phone number, email address, etc.).

4. Context Configuration

• Step 1: Open Context Options
• Step 2: Enable Brand Identity
• Step 3: Turn on the Product
• Step 4: Enable Posts

5. Transfer Threshold

Step 1: Understand the transfer threshold

The delivery threshold is the number of AI messages it responds to before forwarding them to employees.

Step 2: Set the appropriate threshold.

Step 3: Test and adjust

• Monitor conversations
• If AI switches too early → Increase the threshold
• If customers have to wait a long time to see a staff member → Lower the threshold.

6. Turn AI On/Off by Channel

• Step 1: View the list of connected channels.
• Step 2: Turn AI on/off for each channel
  • Turn on: AI will automatically reply on this channel.
  • Off: Staff answer automatically

When should you turn off AI?

• The channel has few messages, but there are enough staff to handle them.
• Products/services requiring personalized consultation.
• Testing or training new employees

7. Select Language

• Step 1: Open the Language section.
• Step 2: Choose the appropriate language.

Supported languages:

• Vietnamese
• English
• Japanese
• Korean
• Chinese
• Thai language

Note:

• Choose a language that suits your target audience.
• The AI ​​will respond in the chosen language.
• It can be changed at any time.

8. Test AI Chatbot

• Step 1: Save settings

After completing the configuration, click Save .

• Step 2: Inspect the product

Ensure the product has been updated in the system.

• Step 3: Open the Test screen

Go to the Test section or send a test message on the connected channel.

• Step 4: Submit a test question.

Ask questions like a real customer:

Example test question:

• "What kind of shirts does the shop sell?"
• "What is the price of product X?"
• "I want to buy product Y"
• "Do you ship goods?"

• Step 5: Test the AI ​​response.

Let's see if the AI's answer is correct.

• Step 6: Check product suggestions

Does the AI ​​suggest suitable products?

• Step 7: Evaluate the conversation

Review checklist:

• Does the AI ​​provide accurate product information?
• What is the appropriate style of response?
• Do you have any suitable product suggestions?
• What is the appropriate transition threshold?

Tips for Optimizing AI Chatbots

1. Full product update

• The product name is clearly stated.
• Detailed description
• Exact price
• Beautiful image

2. Write detailed instructions.

• Not too general
• Includes common scenarios
• Clearly define the rules.

3. Monitoring and adjustment

• View conversations
• Detecting incorrect AI answers
• Adjust the guidelines.

4. Combining AI and human employees

• AI handles basic questions.
• Order processing and complex handling staff
• Establish a reasonable handover threshold.

Troubleshooting Common Problems

Support

If you need further assistance:

• Email: support@gtgcrm.com
• Hotline: 0908235566