Setting up the Deskwoot AI Bot

The Deskwoot AI Bot is a customer-facing chatbot that automatically answers visitor questions in real time, helping you reduce response times and free up your support team. It uses your own OpenAI or Anthropic API key, so you stay in control of costs and model selection. Below you'll find everything you need to get your bot up and running.

Creating an AI Bot

1. Navigate to Settings > Bots in your Deskwoot dashboard.
2. Click Add Bot.
3. Choose a descriptive name for the bot (e.g., "Support Bot" or "Sales Assistant").
4. Select your AI provider. Either OpenAI or Anthropic.
5. Paste your API key into the designated field and click Save.

Once saved, the bot is created but not yet active on any channel. You can assign it to your live chat widget or other connected channels from the bot's settings page.

Training with Your Help Center

To let the bot reference your knowledge base articles, enable the Use Help Center toggle on your bot's configuration page. When this is active, the bot pulls relevant content from your published help center articles to generate accurate, context-aware answers.

Tips for better results

• Keep help center articles focused on a single topic so the bot can retrieve precise information.
• Use clear, descriptive titles and headings. These help the bot match visitor questions to the right article.
• Regularly review and update your knowledge base to ensure the bot serves current information.

Agent Handoff

When the bot cannot confidently answer a question, the conversation is automatically handed off to your support team. This ensures customers are never left without help. Your agents will see the full conversation history, including the bot's responses, so they can pick up seamlessly without asking the visitor to repeat themselves.

Common Pitfalls & Troubleshooting

• Invalid API key: Double-check that you've copied the full key with no extra spaces. Ensure the key is active and has sufficient quota with your AI provider.
• Bot gives generic answers: This usually means the Help Center toggle is off or your knowledge base has limited content. Add more detailed articles to improve response quality.
• Bot not appearing on your site: Confirm the bot is assigned to the correct channel and that the channel's live chat widget is properly installed.

Best Practices

• Start with a small set of well-written help articles and expand over time based on common visitor questions.
• Monitor handed-off conversations to identify knowledge gaps. Then fill those gaps with new articles.
• Give your bot a name and tone that align with your brand so the experience feels consistent.

FAQ

Can I switch between OpenAI and Anthropic after setup?

Yes. Open your bot's settings, change the AI provider, enter the new API key, and save. The bot will begin using the new provider immediately.

Does the bot work across all my connected channels?

The bot can be assigned to any channel that supports automated responses, including your live chat widget. Check the bot's settings to select the channels where it should be active.

Will I be charged by Deskwoot for API usage?

API costs are billed directly by your chosen AI provider (OpenAI or Anthropic) based on their pricing. Deskwoot does not add separate charges for API calls made by the bot.