Set Up Your Chat AI Agent

How to Set Up Your AI Agent for Chat

The AI Support Agent enhances your live chat support by automating routine conversations and delivering fast, intelligent responses. This guide walks you through setting up your Chat AI agent for seamless integration and optimal results.

Step-by-Step Setup Instructions

Step 1: Access the Configurations Panel

  1. Go to the Training Center on the left menu

  2. Click New AI Agent in the top right corner

  3. Select Chat as the channel your AI Agent will manage

  4. Once created, click Configurations in the top right corner

Step 2: Set Up

  1. Under General, fill out the following fields to customize your Chat Agent:

  • Chat Header

  • Quack Agent Name

  • Place Holder Input

  1. In the Customize Messages section, click on Customize Messages to define your preferred responses in different scenarios, such as:

  • Thread Opening

  • Escalating to a Live Agent

  • No live agents available

💡 Pro Tip: For thread openings, use this message to boost engagement and set clear expectations:

Hi there! I’m Quack’s AI Agent. I am here to help you quickly with questions, setup, or anything in between. Most users get what they need right here, but I’ll loop in a teammate if needed. Let’s get started!

This message helps users feel confident starting with the AI while reassuring them that a human is available if needed.

Step 3: Configure End of Conversation Settings

  1. In the End of Conversation section, configure the following:

  • Collect Customer Feedback: Enable to send a CSAT (Customer Satisfaction) survey automatically when the conversation ends

  • Inactivity Timeout: Define how long the system should wait before closing the chat due to inactivity

    Example: End conversation after 3 minutes of inactivity

  • Follow-Up Reminder: Send a follow-up message if the user becomes inactive to check if they still need help

    Example: Send reminder after 2 minutes

Step 4: Customize Appearance

Design your chat widget to match your brand:

  • Choose your theme and color scheme

  • Customize the widget layout and appearance to ensure it feels native to your website or app

Step 5: Manage Skills

Skills define what your AI agent can do. They control how your agent handles different intents, scenarios, or workflows.

  1. Go to the Skills tab

  2. To enable or disable a Skill:

    • Toggle ON to activate

    • Toggle OFF to deactivate without deleting

💡 Pro Tip: Need help creating or refining Skills? Check out our Skills article

Step 6: Install Quack Chat on Your Platform

  1. Navigate to the Install tab

  2. Copy the provided script and paste it into the HTML of every page where you want Quack Chat to appear

💡 Pro Tip: Use the Sandbox mode to test your Chat Agent before going live. This helps you verify the setup and polish responses without affecting real users.

Next Steps

Once setup is complete, train your AI Chat Agent in the Training Center. There, you can fine-tune its responses and ensure it’s ready to go live.