Set up AI chat support

Give chat the right source material

Put customer-ready information into SIMCOAI: FAQs, policy text, service details, order notes and team instructions. Keep internal-only comments out of customer-visible answers.

1. Add the questions customers ask every week.
2. Write answers in the tone you want customers to hear.
3. Mark prices, timings and policies that change often.
4. Test edge cases before publishing.

When chat should hand off

SIMCOAI should escalate when the customer sounds upset, mentions legal or safety issues, needs regulated advice, asks for card capture, or requests something outside your configured policies.

• Complaints or regulator language
• Chargebacks, refunds outside policy or billing disputes
• Legal, medical, safety or emergency topics
• Card numbers or sensitive personal data
• Anything your business has marked as human-only

Turn chat on and test it

Enable AI chat in your dashboard, then test it in the built‑in test chat before customers see it. Chat answers from your business profile and knowledge base, so add short, exact articles for your most common questions first.

• Test with real questions from recent customer messages, then fix any drift in the knowledge base — not the prompt.
• Set the tone and escalation rules in AI Setup so replies match your brand and hand off when needed.
• Review conversation logs regularly and keep adding articles for anything the AI got wrong.

Keep money-moving actions controlled

Refunds, bookings and escalations raised from chat can require a six‑digit email verification code before they are created, and human approval where you want it. SIMCOAI does not give medical, legal or financial advice and should route those to a person.

Make replies sound more human

Short answers, specific next steps and context-aware follow-up questions work better than repetitive scripts. Avoid forcing the same “anything else?” style closing after every response.