AI Hub Training allows administrators to teach chat and voice BOTs using external sources—documents or websites—so the BOT can answer user queries based on that content. Voice and chat training are maintained separately via two tabs.

• Configuration Steps
1. Navigate to AI Hub → Ai Hub:
• Select Voice or Chat tab.
• Click Index Documents.
2. Add a Knowledge Source:
• Choose Website or PDF as the content type.
• For Websites: Paste one or multiple URLs.
• For PDFs: Upload your file directly.
• Enter a Source Name (e.g., “Support Guide”).
• Optionally enable Hypothetical Questions so the BOT can ask scenario-based queries.
• Click Start Training to begin indexing.
Example
• Product Manual (PDF): Upload user guide PDF so the BOT can reply to “How do I reset my device?”
• FAQ Webpage: Index your FAQ page to answer “What is your return policy?”

An Intent represents the user’s purpose (e.g., “Track_Order”). Defining intents helps the BOT route conversations and take appropriate actions.

• Configuration Steps
1. Navigate to AI Hub → Intent & Entity→ Intents
2. Create a New Intent:
• Click Add Intent.
• Name: e.g., “Order_Status_Inquiry.”
• Description/Prompt: “Capture when a user asks about their order, like ‘Where is my order?’.”
• Sample Utterances: Add examples (e.g., “Track my order,” “Order status,” etc.).
• Click Save.
3. Activate Intent in BOT Flow:
• In BOT Builder, insert an Intent Node and select the created intent.
Example
• “Cancel_Order” Intent: User utterances like “I want to cancel my order.”
• “Greeting” Intent: Utterances like “Hello,” “Hi there.”

An Entity extracts specific data (e.g., order number, date) from user utterances to fulfill an intent.

• Configuration Steps
1. Navigate to AI Hub → Intent & Entity→ Entities
2. Create a New Intent:
• Click Add Entity.
• Name: e.g., order_number.”
• Type: Use a system type (Number, Date) or Custom for lists/regex.
• For Custom Entities, define values or regex patterns (e.g., phone number pattern).
• ClickSave.
3. Activate Intent in BOT Flow:
• In BOT Builder, insert an Intent Node and select the created intent.
Example
• “Cancel_Order” Intent: User utterances like “I want to cancel my order.”
• “Greeting” Intent: Utterances like “Hello,” “Hi there.”

Gen AI Free Flow lets you define an open-ended chat experience with a single prompt. The BOT uses Chat360’s Generative AI engine to dynamically respond without manual flow-building.

• Configuration Steps
1. Navigate to AI Hub → Gen AI Free Flow
2. Create a New Prompt:
• Click Add Prompt.
• Prompt Name: e.g., “Travel_Assistant_BOT.”
• Prompt Text: Detailed instruction (e.g., “You are a travel assistant. Ask for departure city, destination, and dates, then suggest flights.”).
• Select Tone & Style (Friendly, Formal, etc.) and set any constraints (e.g., “Keep replies under 200 words”).
• Click Save.

The AI Auto Reply feature enables the Chat360 BOT to automatically respond to user comments or messages on connected platforms like Instagram, Facebook, and Google Reviews. The replies are either fetched from a trained knowledge base or sent as default fallback messages if relevant context is not found.

This tool helps brands stay responsive 24/7 and maintain consistent communication by handling incoming user queries, feedback, or mentions with precision and personalization.

• How to Configure Auto Reply
1. Navigate to Auto Reply Setup

• Go to AI Hub → AI Auto Reply
• Click on "Add Auto Reply"
2. Select Platform and Channel
• Platform: Choose the platform (e.g., Facebook, Instagram, Google Reviews).
• Channel: Select the connected channel from the dropdown (only shows channels linked to the selected platform).
3. Enter Description
• Write a prompt that explains the trigger condition or user intent that should activate this auto reply.
• This prompt will be used by the BOT to understand when to activate the response.
4. Example:
• “Trigger when user leaves a review containing ‘not satisfied’ or asks for a refund.”
5. Select Knowledge Base
• Choose from available trained documents under AI Hub → AI Training.
• This allows the BOT to respond based on context-aware knowledge trained from PDFs or websites.
6. Enter Default Message
• In case the BOT doesn’t find a match from the knowledge base, this message will be sent.
• Example: “Thank you for reaching out. Please DM your order number and we’ll assist you shortly.”
7. Save & Submit
• Click the Save and Submit button to activate the rule.
Best Practices
• Always define fallback messages to ensure the user receives a response.
• Keep platform tone consistent with your brand voice.
• Ensure knowledge base documents are up-to-date for better accuracy.