Overview
Configure AI instructions, organization knowledge, conversation behavior, and calendar support for customer conversations.
Before You Start
- Zappilo AI access in the current plan.
- Tenant administrator access to the Zappilo AI page.
- At least one active customer messaging channel.
Steps
1. Open Zappilo AI
Choose Zappilo AI from the tenant navigation and select the organization to configure.
2. Define the AI role
Describe the business, the AI assistant's responsibilities, preferred tone, and information it must not invent.
3. Configure opportunity intelligence
Choose when qualified conversations should create opportunities and use the central Auto Assignment settings for ownership.
4. Configure calendar behavior
Select the event type the AI may use to find available meeting slots and create bookings.
5. Review agent mapping
Map customer topics or conversation conditions to the human agents responsible for handover.
6. Test before enabling
Use a test conversation to validate answers, availability suggestions, booking confirmation, and human handover.
Recommended Practices
- Keep instructions specific and based on approved business information.
- Review AI responses after changing products, services, prices, or availability.
- Maintain a clear handover path for requests the AI should not complete.
What Happens Next
Eligible WhatsApp and Website Channel conversations can use the same organization-level AI behavior and handover rules.
Frequently Asked Questions
Why is AI not replying to a conversation?
Check that AI is enabled, the channel and organization are mapped correctly, and the conversation has not been handed to a human agent.
Can AI book a meeting?
Yes, when a calendar event type and valid availability are configured for the organization.