What You'll Achieve with This Guide

Connect communication channels → write custom instructions for the bot → select the scope of articles the bot can use (Off / All / Only those I select) → set the handover threshold → save and test chat → see the bot respond naturally with quick reply suggestions.

Preparation

#RequirementWhy It's Needed
1Logged into GTG CRM with customer care configuration permissionsTo set up the AI Chatbot
2Products/articles already in the systemFor the bot to have correct data to respond with
3Account for the channel to connect (Facebook Fanpage, Zalo OA, WhatsApp…)For the bot to respond on those channels

Step 1 — Connect Communication Channels

  1. From the main menu, select Communication Channels.
  2. Click Connect for the channel you want to use (Facebook Messenger, Zalo OA, WhatsApp, Live Chat), choose the page/account, and grant permissions.

✅ Expected Result: The channel displays a "Connected" status in the list.

Step 2 — Open AI Chatbot Settings & Understand Data Sources

  1. Go to Settings → AI Chatbot.
  2. Review how the bot works: the bot responds based on your Brand Identity, Products, and Articles.

✅ Expected Result: The AI Chatbot settings page opens, showing the data sources.

Step 3 — Write Custom Instructions

  1. Open the Custom Instructions section.
  2. Describe the role, response style, and how to handle situations. For example: "You are a friendly fashion sales associate. Greet politely, ask what the customer is looking for, suggest suitable products; if the customer wants to buy, ask for the size and confirm the order."

✅ Expected Result: The instructions are saved; the bot will respond according to the role and style you set.

Step 4 — NEW: Select Article Scope for the Bot

  1. In Context Options, find the Articles section. Instead of the old on/off switch, there is now a scope selection button.
  2. Choose one of three levels:
  • Off — the bot will not use any articles.
  • All Articles — the bot can use all articles ready in the system.
  • Only those I select — you choose the list of articles yourself.

✅ Expected Result: The button displays the scope you just selected.

Article scope selector: Off / All / Only those I select

Step 5 — NEW: Select Individual Articles in the Article Picker (when using "Only those I select")

  1. Click to open the article picker.
  2. Filter by category & status, or search by title.
  3. Check individual articles (or select entire categories). Observe the readiness status column for each article: Ready / Processing / Not processed yet.
  4. Confirm your selection.

✅ Expected Result: Only the articles you select (and are ready) will be used by the bot for responses; articles not yet processed will be usable after the system finishes processing them.

Article picker with category/status filters and readiness status
💡 Want the bot to respond from your documents (policies, price lists, FAQs)? See the guide How to Set Up Knowledge Sources for AI Chatbot — you can upload documents and enable the "respond from documents" feature.

Step 6 — Set Handover Threshold & Enable/Disable by Channel

  1. Set the handover threshold (the number of messages the bot handles before transferring to a human agent). Suggestion: 5–7 for simple products, 10–15 for consultation, 20+ for complex services.
  2. Enable/disable the bot for each channel as needed; select the response language.

✅ Expected Result: The bot responds for the set number of messages and then transfers to an agent; it only operates on channels you enable; it responds in the selected language.

Step 7 — Save & Test Chat (See Natural Tone + Quick Reply Suggestions)

  1. Click Save.
  2. Open the chat test screen (or send a test message on a connected channel). Ask questions like a real customer: "Does the shop sell any shirts?", "What's the price of product X?", "Do you ship?".

✅ Expected Result: The bot responds naturally, with correct information and within the article scope you selected; at the end of the turn, 2–3 suggestions for the next step appear as quick reply buttons (on website/app Live Chat), which customers can tap to ask further questions immediately.

Quick Reference Table of Expected Results

ActionWhat You'll See
Connecting a channelChannel displays "Connected"
Selecting article scopeButton displays the correct level (Off / All / Only those I select)
Opening the article pickerFilter by category/status, see readiness status for each article
Saving & Testing chatBot responds naturally + displays quick reply suggestions at the end of the turn

Notes

  • The natural tone and quick reply suggestions work automatically — no separate activation is needed.
  • On text-only channels (Facebook/Zalo/WhatsApp), suggestions appear as text; on website/app Live Chat, they are tappable quick reply buttons.
  • Articles in "Not processed/Processing" status will be used by the bot after the system finishes processing them.
  • If the bot's responses are insufficient: add/select more articles on the relevant topic, update product information, and try again.

Support

For further assistance: email support@gtgcrm.com.