Introduction
AI Chatbot by GTG CRM is an automated customer message response feature integrated directly into the CRM ecosystem. This feature helps businesses respond to customers faster, more consistently, and reduces repetitive questions during sales and customer care.
Why You Need an AI Chatbot
In modern business, customers expect fast, 24/7 responses. AI Chatbot helps by:
- Instant Response: Answers customers immediately, no waiting
- 24/7 Operation: Supports customers anytime, even outside business hours
- Consistent Information: Ensures all customers receive accurate information
- Reduced Staff Load: Automates handling of frequently asked questions
- Increased Conversion: Provides consultations and suggests suitable products
Key Features
1. Multi-Channel Connectivity
AI Chatbot supports popular communication channels:
Supported Channels:
- Facebook Messenger: Connect with Fanpages
- Zalo OA: Connect with Zalo Official Accounts
- WhatsApp: Connect WhatsApp Business accounts
- Live Chat: Connect with websites
2. Connect Facebook Messenger
Connect your Facebook Fanpage for the AI Chatbot to automatically reply to messages:
Select the Fanpage to connect:
3. Connect Zalo OA
Similarly, connect your Zalo Official Account:
After connecting, the channels will appear in the list:
4. AI Chatbot Settings
Access the AI Chatbot settings to customize:
5. How AI Chatbot Works
GTG CRM's AI Chatbot operates based on the data pre-configured by the business:
Data Sources:
SourceDescription
Brand IdentityBrand information (name, description, values) ProductsProduct list with prices, descriptions, images PostsPublished content posts
With this, the Chatbot can reply to customers:
- With accurate product information
- In the correct business context
- In the right brand tone
6. Custom Instructions Guide
You can instruct the AI Chatbot on how to respond in your own style:
Instruction Example:
You are a sophisticated sales representative, always polite and suggestive of suitable products. If a customer asks about pricing, provide a detailed quote. If a customer wants to place an order, ask for their phone number.
7. Context Options
Configure information sources for the AI Chatbot:
Include Brand Identity:
- Allow AI to retrieve information from Brand Identity
- Respond consistently with the brand image
Include Products:
- AI automatically accesses the first 50 products
- Consult products based on customer inquiries
- Ensure consistent information for all customers
Include Posts:
- AI accesses published posts
- Reference content when responding
8. Message Handoff Threshold
Set the number of messages the AI should respond to before handing over to a human agent:
Meaning:
- Example threshold = 10
- AI will respond to the first 10 messages
- After that, a human agent will take over for further consultation
Benefits:
- AI handles basic inquiries
- Human agents focus on closing deals
- Balance between automation and personalization
9. Enable/Disable AI per Channel
Choose which channels AI Chatbot should support:
- Enable AI for Facebook, Zalo, Live Chat as needed
- Flexibly adjust for each channel
10. Select Language
AI Chatbot supports multiple languages:
Supported Languages:
- Vietnamese
- English
- Japanese
- Korean
- Chinese
- Thai
11. Save Settings
After completing the configuration, click Save:
12. Demo: AI Chatbot in Action
Test Chat Screen:
Customer Asks a Question:
AI Chatbot Responds:
Product Recommendation:
Conversation Complete:
Customers can also comment to place orders.
New: Respond from Your Documents — Accurate and Not Fabricated
Your customers don't ask generic questions. They ask "Does the shop deliver on Sundays?", "Is size M in blue in stock?", "What is the return policy?". A bot that knows nothing about your business will answer incorrectly—or worse, fabricate an answer, causing customers to lose trust from the very first message.
Now, GTG CRM's AI Chatbot has Knowledge Sources: you upload your own documents (policies, price lists, FAQs, product guides), the system processes them, and allows the bot to look up answers accurately based on that content instead of giving general responses.
- Upload Various Document Types: policies, price lists, FAQs, guides — the system processes them in the background, you don't need to do anything extra.
- Most Accurate Responses: Combines semantic search (understands customer intent even with different wording) and keyword search (catches specific product codes, policy names).
- Easy Updates: Bot gives incomplete answers? Add more documents, and the bot updates its responses immediately.
- Accurate to Business, No Fabrication: The bot retrieves answers from the documents you provide — building customer trust.
New: Bot Performs Real Tasks for Customers — Not Just Empty Responses
In addition to responding, you can enable/disable individual capabilities for the bot to perform real actions directly within the chat window — within safe limits, respecting your data scope and permissions:
| Customer Asks | Bot Performs |
|---|---|
| "Where is my order?" | Checks order status and provides the real-time status |
| "Is size M in blue in stock?" | Checks inventory and provides an accurate answer |
| "I want to book a table for Saturday evening" | Schedules an appointment for the customer |
| "I need help with a return/exchange" | Creates a support ticket, shares the policy |
You control what the bot can do; lookup actions only work within your data scope, designed to protect privacy. Want to set it up step-by-step? See the AI Chatbot User Guide, under Knowledge Sources. You can also read the real-life story in the article Chatbot Answers Accurately, Without Fabrication — Serving Customers 24/7 Without Extra Staff.
Business Benefits
BenefitDescription
Instant ResponseResponds to customers in seconds 24/7 OperationNever miss a message Consistent InformationEnsures accurate information Reduced Staff LoadAutomates handling of frequent questions Increased ConversionConsults and suggests suitable products MultilingualSupports multiple languages Multi-ChannelFacebook, Zalo, Live Chat in one system Learns from DataResponds based on actual information Responds from DocumentsAccurate to business, not fabricated — based on your uploaded documents Performs Real TasksChecks orders, inventory, creates tickets, schedules appointments — within safe limits
Conclusion
AI Chatbot by GTG CRM is a powerful assistant that helps businesses:
- Provide professional customer care 24/7
- Save time and resources
- Increase conversion rates and sales
- Build a consistent customer experience
Start setting up the AI Chatbot for your business today!
Ready to try this feature for free for your business?
