Introduction of AI Customer Service

Our AI Customer Service provides instant, automated, and real-time support, enhancing every visitor’s experience with intelligent assistance.

Unlike traditional chatbots that rely on preset conditions, our AI customer service learns from the information on your website and automatically responds to visitor inquiries.

Key Benefits

1) You can choose to activate the scope that allows our AI customer service to study and automatically respond to visitor inquiries related to specific questions.

Customer Chat Credit

To use our AI Customer Service, you need Customer Chat Credits. The number of credits you have depends on your package.

What is a Credit Pack?

A Credit Pack is a bundle of chat credits with a set validity period (e.g., one month). Each pack provides a fixed number of credits that must be used before the expiration date. Unused credits will not carry over once expired.

Important Notes:

• One Unique Conversation = One Credit – A credit is deducted when a new conversation starts. However, there are no extra charges for continuing the same conversation.
• Combined Credit Balance – Your total balance includes credits for both Messenger and WhatsApp Business.
• Credit Expiry – Credits are only valid for the duration of the Credit Pack (e.g., one month). Once expired, AI auto-replies and manual replies will be disabled. Unused credits will not carry forward.
• Credit Used Up – If your credit balance reaches zero, AI auto-replies and manual replies will stop working, even if your credit pack hasn’t expired. 
• Credit Reload – You can activate a new credit pack only after your current pack expires or all credits are fully used. (Refer to Section 3 for types of auto-reload mode.)
• Credit Top-Up – If all your credit packs have expired or are fully used, you can top up to continue using AI auto-replies and manual responses. Without a top-up, you can still view past chats but won’t be able to reply manually or use AI auto-replies.
• Deleted Conversations – If you delete a conversation, the credits used for it will not be refunded.

Case Study

• Activation Date: January 1, 2025
• Expiry Date: February 1, 2025
• Initial Credit Balance: 100
• By January 15, 2025:
  • 30 unique visitors used Messenger
  • 70 unique visitors used WhatsApp
  • Total credits used: 30 + 70 = 100
  • Remaining balance: 0 (All credits used up)

What happens next?

• AI customer service stops replying, and manual replies are disabled once all credits are used.
• To continue using AI customer service, you must activate a new credit pack.

• Activation Date: January 15, 2025
• Expiry Date: February 15, 2025
• Reload Credit Balance: 100
• By February 15, 2025:
  • 0 unique visitors used Messenger
  • 0 unique visitors used WhatsApp
  • Total credits used: 0
  • Remaining balance: 100 (All credits are still available, but the credit pack has expired.)

What happens next?

Since the credit pack's expiry date is February 15, 2025, the remaining credits will expire and cannot be carried forward. AI customer service will stop replying, and manual replies will be disabled after the expiry.

You will need to activate another credit pack to continue the service.

Below are 4 types of credit reload modes. You can refer to them and choose the one that best suits your needs.

1. Manual Reload

AI will not automatically activate your next credit pack when it expires or when credits run low.

If you want to decide when to activate your Credit Pack, this mode is ideal. It's great for those who need AI auto-replies only for specific events or occasions (on a monthly basis). However, you'll need to track your credit balance and expiry date manually.

2. Auto Reload - Credit Pack Expired

AI will automatically activate the next credit pack once the current credit period expires (monthly auto-renewal).

If you have steady monthly usage, you can choose this mode, and you won't need to track the expiry date. Service will continue automatically. However, if your credits run out before the expiry date, AI customer service will stop.

3. Auto Reload - Credit Balance Used Up

AI will automatically activate the next credit pack once the current credit balance is used up.

If credit usage is high, you can choose this mode, and you'll get uninterrupted service with credits automatically replenished, without needing to track your balance. However, your credits may expire before you use them all.

4. Auto Reload - Credit Pack Expired / Credit Balance Used Up

AI will automatically activate the next credit pack when the current credit balance is used up or when the current credit period expires.

This mode ensures uninterrupted service while preventing situations where credits expire unused or run out before renewal. However, you won’t have full control over when the credit pack is activated.

Step 4: After click send, choose one of the following options:

• "Reply myself with AI Auto Reply": This means you want to reply to the message while keeping the AI auto-reply on.

• "Reply myself and deactivate AI Auto Reply": This means you want to reply to the message yourself and turn off the AI auto-reply for this conversation.

You can easily reactivate or deactivate the AI auto-reply at any time by turning the setting on or off in the top-right corner.