AI Chatbot
Configuring the AI chatbot
How to configure the AI chatbot: knowledge base, tone of voice, languages, hand-over to bookings and staff, safety guardrails and GDPR considerations.
On this page
Answer quality depends mainly on the quality of the information and rules you provide. These are the main settings, which we adjust with you whenever needed.
Knowledge base
This is the body of information the chatbot can use to answer. It should be specific, current and free of contradictions.
| Topic | Examples of what to include |
|---|---|
| Menu or services | Dishes, ingredients and allergens; services, duration and prices |
| Opening hours | Normal hours, bank holidays, closures, last kitchen orders |
| Location | Address, parking, public transport, accessibility |
| Policies | Cancellations, deposits, groups, pets, children, payments |
| Contacts | Phone, email, when and how to reach a person |
Tone of voice and languages
- Tone: more formal or more relaxed, to match your brand.
- Languages: by default the chatbot replies in the language the customer writes in. You can limit it to a set of languages.
- Short answers: on WhatsApp and mobile, brief replies with a link work better than long paragraphs.
Hand-over to bookings and people
- Booking: when a customer wants to book, the chatbot sends your booking link, ideally pre-filtered for the right service.
- Person: complaints, special requests, events, quotes or anything out of scope go to your team, with a summary of the conversation.
- Out of hours: the chatbot says when your team will be able to reply.
Safety guardrails
- It does not make things up: when the answer is not in the knowledge base, it says it does not know and offers human contact.
- It does not give medical, legal or financial advice.
- It does not promise discounts, refunds or exceptions that are not in your policies.
- It does not ask for sensitive data such as health details or card numbers.
WhatsApp rules
On the WhatsApp Business Platform, a business can reply freely for 24 hours after the customer's last message. Outside that window, it can only start a conversation with template messages pre-approved by Meta, such as a reminder or confirmation. We create and submit those templates for you.
Privacy and GDPR
The widget and WhatsApp show a privacy notice at the start of the conversation. Conversation logs are kept only for the agreed period and used to provide the service and improve your business's answers. Your business is the data controller and Steevanz acts as a processor.
Need help?
Our team answers by WhatsApp and email on working days.