Introduce
GTG CRM's AI Chatbot is a feature that supports automated customer message responses, integrated directly into the CRM ecosystem. This feature helps businesses respond to customers faster and more consistently, reducing repetitive questions during the sales and customer service process.
Why do we need AI chatbots?
In modern business, customers expect quick responses 24/7. AI chatbots help:
- Instant response: Respond to customers immediately, without waiting.
- 24/7 Service: Customer support available anytime, even outside of business hours.
- Information consistency: Ensuring all customers receive accurate information.
- Reduce staffing: Automate frequently asked questions.
- Increase conversions: Provide advice and suggest suitable products.
Featured
1. Multi-channel connection
AI chatbots support many popular communication channels:
Supported channels:
- Facebook Messenger: Connect with Fanpage
- Zalo OA: Connect with Zalo Official Account
- WhatsApp: Connect your WhatsApp Business account
- Live Chat: Connect with the website
2. Connect to Facebook Messenger
Connect your Facebook Fanpage so that the AI Chatbot can automatically reply to your messages:
Select the Fanpage you want to connect to:
3. Connect to Zalo OA
Similarly, connect your Zalo Official Account:
Once connected, the channels will appear in the list:
4. Installing the AI Chatbot
Access the AI Chatbot settings to customize:
5. How AI Chatbots Work
GTG CRM's AI chatbot operates based on data that the business has already established:
Data source:
Source Description
Brand Identity: Brand information (name, description, value) Products: List of products with price, description, and images Posts : Published content
Thanks to this, the chatbot can answer customers:
- Correct product information
- Correct business context
- True to brand style
6. Custom Instructions
You can instruct the AI chatbot to respond in your own style:
Example instructions:
You are a sophisticated salesperson, always responding politely and suggesting suitable products. If a customer asks about the price, provide a detailed quote. If a customer wants to place an order, ask for their phone number.
7. Context Options
Configure the information sources for the AI Chatbot:
Includes Brand Identity:
- Allow AI to retrieve information from Brand Identity.
- Responding in line with the brand image.
Includes the following products:
- AI automatically accesses the first 50 products.
- Product consultation based on customer questions.
- Consistent information for all customers.
Includes Article:
- AI accesses previously published articles.
- Refer to the content when replying.
8. Message Transfer Threshold
Set the number of AI replies you can send before forwarding them to staff:
Meaning:
- For example, set the threshold to 10.
- The AI will respond to the first 10 messages.
- After that, the staff will receive your request for further consultation.
Benefit:
- AI handles basic questions.
- The staff focused on closing the sale.
- Balancing automation and personalization
9. Enable/Disable AI for Each Channel
Choose which channels need AI chatbot support:
- Enable AI for Facebook, Zalo, and Live Chat as needed.
- Flexible adjustments for each channel.
10. Select Language
AI chatbot supports multiple languages:
Supported languages:
- Vietnamese
- English
- Japanese
- Korean
- Chinese
- Thai language
11. Save Settings
After completing the configuration, click Save .
12. Demo: AI Chatbot in Action
Chat test screen:
The customer asked:
AI Chatbot replies:
Product suggestions:
The conversation is complete:
In addition, customers can also leave comments to place orders.
New: Replies from your documentation — professional, not fabricated.
Your customers don't ask generic questions. They ask, "Do you still deliver on Sundays?", "Is size M in blue still in stock?", "What is your return policy?". A bot that knows nothing about your business will give incorrect answers—or worse, make up answers —causing customers to lose trust from the very first message.
GTG CRM's AI chatbot now includes Knowledge Sources : you upload your documents (policies, price lists, FAQs, product guides), the system processes them, and allows the bot to look them up and provide accurate answers based on that specific content, instead of general statements.
- Upload various types of documents: policies, price lists, FAQs, instructions — the system processes them automatically in the background, you don't have to do anything extra.
- The most accurate answer: combine semantic search (understanding the customer's intent even when using different words) and keyword search (identifying the exact product code and specific policy name).
- Easy update: bot's answer is incomplete? Add more documentation, and the bot will update the answer immediately.
- Professional and not fabricated: the bot takes its answers from the documentation you provide — customers trust it more.
New: Bots actually do the work for clients — not just give empty answers.
In addition to replying, you can enable/disable individual capabilities to allow the bot to perform real actions directly within the chat window — within safe limits, respecting your data and rights:
| Customer asks | Bot makes |
|---|---|
| "How is my application progressing?" | Check the order and provide an accurate status update. |
| "Is size M in blue still in stock?" | Check inventory, provide accurate information. |
| "I'd like to make a reservation for Saturday night." | Schedule appointments for guests. |
| "I need assistance with returns/exchanges." | Create support tickets, share policies. |
You control what the bot does; lookup actions only work within your data, a privacy-protective design. Want step-by-step setup? See the AI Chatbot User Guide , Knowledge Sources section. You can also read the real-life story in the article "Chabot Answers Right, No Making Up — 24/7 Customer Service Without Additional Staff" .
Business Benefits
Benefits Description
Instant Response: Respond to customers in seconds. 24/7 Operation: Never miss a message. Consistent Information : Ensure accurate information . Reduced Staffing : Automated handling of FAQs. Increased Conversions: Provide suitable product advice and suggestions. Multilingual Support: Support multiple languages . Multichannel: Facebook, Zalo, Live Chat in one system . Data Learning : Respond based on factual information . Respond from documentation: Accurate, no fabrication — based on documents you upload. Real Work: Process orders, check inventory, create invoices, schedule appointments — within safe limits.
Conclude
GTG CRM's AI chatbot is a powerful assistant that helps businesses:
- Professional customer service available 24/7.
- Save time and manpower.
- Increase conversion rates and sales.
- Build a consistent customer experience.
Start setting up an AI chatbot for your business today!
Ready to try this feature for free for your business?
