Availability: The Omni-Channel AI Bot is a paid add-on (fixed monthly fee where applicable, plus usage-based charges). To know the pricing details, please reach out to your account POC or email at kcs@gokwik.co
Why It's Worth Setting Up
✓ Go live fast — no engineering ticket required — a guided wizard takes you from zero to live.
✓ One setup, every channel — configure once, answer consistently on WhatsApp, Instagram DM, and Facebook Messenger.
✓ Fewer tickets — the bot resolves common questions automatically, so agents focus on what really needs a human.
✓ Always on-brand — your tone and topics to avoid shape every reply, so it always sounds like you.
✓ Gets smarter over time — correct it from your inbox and it learns for your store.
✓ Accurate order help — connect your logistics provider and the bot shares real-time tracking with shoppers.
✓ Navigate — in the left navigation panel, go to Chats → AI Chatbot Setup.
✓ Header — the page header reads “AI Chatbot Setup — Create, train, test, and deploy your bot in just 30 minutes.”
✓ Status banner — a status banner up top shows readiness, e.g. “Your bot is ready — Indexed at [date/time]. Your bot can now answer product questions,” with a progress bar.
✓ Four tabs — four tabs run across the top — Setup Wizard, Knowledge Sources, Integrations, and Test & Deploy — covered next, step by step.
Five quick inputs that shape everything the bot says.
✓ Talk to a human — is always on and can't be turned off — if a customer asks for a person, the bot always hands off.
✓ Presets — switch on ready-made triggers like Complaint or Escalation.
✓ Custom scenarios — add your own trigger phrases as free text.
✓ Full context — handoffs carry the full chat history, so your agent doesn't make the customer repeat themselves.
✓ Starter set — 6 starter questions are suggested automatically based on your industry.
✓ Fully editable — keep, edit, or delete any suggested FAQ; add new ones anytime.
✓ Delivery windows — minimum delivery days, maximum delivery days, and maximum shipping days — all in days.
✓ SLA alerts — a missed delivery window automatically triggers an SLA alert for you.
✓ Return / exchange — set your window (default 7 days) and any eligibility conditions.
✓ Cancellation — choose Not Allowed, or Allowed — before fulfillment OR within X days of ordering — for all orders or COD only.
✓ Processing time — newly uploaded files take 10–15 minutes before the bot starts using them.
✓ How it's used — the bot cites these documents when answering customer questions.
✓ Same control everywhere — every channel — WhatsApp, Instagram DM, Facebook Messenger — uses the same Disable / Testing / Live toggle.
✓ Isolated sandbox — messages sent to your test number/handle never reach real customers — it's a safe sandbox.
✓ Your pace — go live on one channel at a time, whenever you're confident — no need to launch all three together.
✓ Coming soon — Email and Web Chat are planned for a future update.
✓ One-click correction — every AI reply in your Inbox has a “not quite right?” option — open it on any reply that needs correcting.
✓ What you can fix — fix or add information the bot didn't know, correct a wrong fact (e.g. an outdated delivery estimate), or change how it responds (e.g. always ask for an order number first).
✓ It learns — the bot gets sharper for your store the more you use and correct it.
✓ Create logins — go to Setup → Agents in the left panel to create a login for each team member.
✓ Scoped access — agents get access limited to the Chat/Inbox panel.
✓ Where handoffs go — this is where the handoffs from Step 2 actually land — set this up before you go live.
See It In Action
✓ Live the same day — a new merchant sets brand voice, handoff rules, FAQs, policies, and logistics through the wizard, tests in the sandbox, and takes WhatsApp live the same afternoon.
✓ Same answer, every channel — one customer asks on Instagram, another on WhatsApp — the bot answers both the same way, in your tone, with live tracking.
✓ Bringing in a human — the bot recognizes an escalation phrase, hands off to an agent with full context, and the customer never has to repeat themselves.
✓ Correcting in seconds — an agent spots the bot quoting an outdated delivery estimate, opens Guide Your AI Expert, corrects it, and the bot stops repeating the mistake.
Common Questions
Q: How long does setup take?
A: About 30 minutes for a catalog of about 100 products, end-to-end — wizard, knowledge upload, logistics, and testing.
Q: Which channels can I go live on?
A: WhatsApp, Instagram DM, and Facebook Messenger today. Web Chat and Email are planned for a future update.
Q: Can I control when it hands over to a human?
A: Yes. In Agent Handoff, choose which situations escalate. Talk to a human is always on; add your own scenarios too.
Q: What if the bot answers something incorrectly?
A: Open “not quite right?” on that reply and tell it what to change. Your correction trains the bot for your store.
Q: Do I have to enter my policies twice?
A: No. Policies auto-fill matching FAQ answers — what you set once is what the bot tells customers.
Q: Can I test before going live?
A: Yes — a sandbox separate from your live bot, plus a Disable / Testing / Live control on every channel.
You're Ready to Launch ?
Run through this checklist before you switch your bot to Live:
For detailed step-by-step guidance you can refer to this: Setting Up an AI Chatbot on the KwikEngage Panel
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