Integrations

AI chatbot in chat: configuration and handoff

Let AI automatically answer visitors in your website chat, based on a knowledge base you write, and hand off to a human agent when the visitor asks or the rule triggers.

The AI chatbot answers visitors' messages in your Live chat on its own. It uses the knowledge base you write (what the business is, hours, policies, frequent questions and tone of voice) plus the conversation history, and replies in the visitor's own language. When it does not know, or when the visitor asks for a person, it hands the conversation off to a human agent (handoff).

It starts out OFF: until you enable it, the chat stays 100% manual as it is today. You must already have Live chat generated and enabled.

Prerequisites

Live chat already generated and enabled (the chatbot answers within it).
AI already on: by default it uses the system's AI key (billed per use) OR your own key under Settings → AI (usage goes to your provider account, and you don't pay for the usage).
In Sellio, being an administrator to enable the chatbot and write the knowledge base under Settings → Integrations.

How to enable

Open Settings → Integrations and go to the "Live chat" card.
In the "AI chatbot" section, check "Enable the AI chatbot in this chat".
Write the "Knowledge base / instructions": describe the company, hours, policies, FAQ and tone of voice. The clearer it is, the better the answers.
(Optional) Adjust the handoff message and the "Transfer to a human after N messages" rule.
Click "Save chatbot".

Chatflow: a guided script before the AI

On top of free AI replies, you can build a Chatflow: a visual script that walks the visitor through deterministic steps BEFORE the AI kicks in. It is ideal for qualifying (Sales or Support?), capturing the email (which becomes a Lead right away) and transferring to a human at the right moment. If the visitor steps off the script, the AI takes over naturally. An empty flow means AI only, just like before.

Message: the bot says a line of text and moves on to the next step.
Question: the bot shows quick-reply buttons; each button leads to a different step (it branches).
Capture data: the bot asks for email, name, phone or company and saves it to a Lead linked to the conversation.
Talk to a human: it transfers the conversation to your team (handoff).

On the chatbot card in Settings → Integrations, use "Chatflow (visual script)".
Add steps with the buttons (Message, Question, Capture data, Talk to a human) and write the text for each one.
On each step, choose "Then go to" the next step (or "End (AI takes over)"). On a Question, each quick reply points to a step.
Save. The script now runs in the widget: the visitor's first message triggers the welcome and the first question with buttons.

💡 The position in the script is rebuilt on every message, with no hidden state: it survives a page reload. A "Capture data" step with email already creates the Lead, so you do not lose the contact even if the conversation ends there.

How the handoff works (transfer to a human)

Visitor request: if they write something like "I want to talk to an agent" (in Portuguese, English or Spanish) or click "Talk to an agent" in the widget, the bot stops and the conversation is marked "Waiting for human".
Message-count rule: if you set a limit (e.g., 4 messages), the bot transfers automatically once it is exceeded.
No AI available or a failure: the bot stays silent and flags the conversation for a human, so the chat never breaks.
After an agent replies on the Support screen, the bot stays quiet in that conversation (the human took over).

On the Support screen, a conversation waiting for a human gets the "Waiting for human" badge, and the answers given by the AI appear marked as "Bot".

Costs and AI key

The chatbot uses the same AI as the CRM's other functions and is already on. By default it uses the system's key, whose usage is billed per use, just like the other AI functions. If you configured your own AI key (under Settings → AI), usage goes to your provider account and you don't pay for the usage.

💡 Start with a short, objective knowledge base and a conservative handoff rule (e.g., transfer after 3 to 4 messages). Adjust as you observe real conversations on the Support screen.

How to test

Enable the chatbot, write a short knowledge base and save.
Open your site and, as a visitor, ask a question covered by the base; the bot should reply in the same language.
Write "I want to talk to an agent" and confirm the conversation becomes "Waiting for human" on the Support screen; reply as an agent and watch the bot go silent in that conversation.

Troubleshooting

The bot does not respond: confirm "Enable the AI chatbot in this chat" is checked and saved, and that Live chat is active. Without AI available, the bot stays silent and flags the conversation for a human (the chat never breaks).
Poor/generic answers: the knowledge base is vague. Detail the company, hours, policies, FAQ and tone of voice.
Transfers too early/too late: adjust the "Transfer to a human after N messages" rule.
AI error: if you use the system's key, usage is billed per use; if you use your own key, check it under Settings → AI (an invalid key makes the bot fall back to handoff).

Open this article inside the system →