Tools
In the Tools tab of the AI Bot Editor (/ai-bots/[ai_bot_id]), you can empower your bot with enterprise tools that turn a simple chat model into an intelligent business agent.
1. Knowledge Base Tool
Ground your AI bot in your verified company facts so it never hallucinates or provides inaccurate answers:
Document Uploads
Upload company PDFs, product user manuals, pricing sheets, and policy guides.
Text Snippets & FAQs
Add targeted question-and-answer pairs for common customer queries.
Website & URL Ingestion
Ingest public help center URLs and documentation pages.
When a customer asks a question, the bot performs semantic vector search across your knowledge base, extracts relevant excerpts, and formulates an accurate answer citing your documentation.
2. Business Hours & Holidays Tool
Control when your AI bot responds and how after-hours messages are handled:
- Weekly Schedule: Set working hours per day (e.g. Monday through Friday, 9:00 AM – 6:00 PM).
- Timezone Selection: Match your team's operating timezone.
- Holiday Calendar: Define dates when your offices are closed (e.g. New Year's Day, Thanksgiving).
- Off-Hours Auto-Reply: Configure an automated message informing customers that the team is currently away and will reply during business hours.
3. Human Escalation (Handover) Tool
Even the best AI bots encounter complex questions, edge cases, or customers requesting a human representative.
WhatsBox includes seamless Human Escalation:
Trigger Conditions
The bot triggers an escalation when:
- The customer explicitly asks: "Can I speak with a human agent?" or "Transfer me to a representative".
- The bot cannot find an answer in the knowledge base after multiple attempts.
- Sentiment analysis detects high customer frustration.
Action Execution
When triggered:
- The bot politely informs the customer: "I'm transferring you to a human support agent who can help with this."
- The AI bot temporarily unassigns itself from the conversation thread.
- The conversation is flagged with an Escalated tag in your Shared Inbox.
- Team members receive real-time notifications via browser push or the Slack Bridge to step in and take over the chat.