AI bots — persona, rules, human handoff and playground

🎯 Goal

Create an AI assistant that answers like your best employee, and knows when to pass the chat to a human.

🧰 What you need

• An AI key
• At least one knowledge base

Steps

1. Open AI & Knowledge → Bots & playground and click Bot.
2. Name (the bot may introduce itself with it): for example Meera from Sharma Sweets.
3. Persona and instructions: who it is and the house rules, for example: You are the assistant of Sharma Sweets, Jaipur. Be warm and brief. Mention free delivery above ₹999 when relevant. Never promise delivery times; say "usually 1–2 days".
4. Pick the Tone (Professional, Enthusiastic, Short and direct…) and the Reply language. Same as the customer (auto-detect) answers in Hindi when asked in Hindi.
5. Tick the Knowledge bases it may use.
6. Answer only from the knowledge base: on, it answers strictly from your material. Off, it may use general knowledge, but it never invents prices, policies or stock.
7. Confidence needed before answering: below this match score the chat goes to a person. Raise it if the bot answers off-topic; lower it if it hands over too often.
8. Optional: Max reply length (characters), Creativity, Greeting (sent before the first AI answer in a chat, optional), Fallback message when handing to a person, and an AI provider (default: Your default provider) and Model (blank = the key’s default) just for this bot.
9. Save, then try it in the Playground: Ask something your customers ask. Each answer shows its sources, or that it hands over to a person. A 👎 on an answer adds the question to Unanswered questions.

login.meapi.in/ai?tab=bots

• Your bots, with Bot to add one and an edit button on each.
• The Playground: pick a bot and ask in English, हिन्दी or ગુજરાતી. Each answer shows its sources, or that it hands over to a person. 👎 sends the question to Unanswered questions.
• Unanswered questions: filter Open, Answered or Ignored. Type the answer, choose the knowledge base and click Save answer, or Ignore.

Unanswered questions

Questions the bot handed over or got a thumbs-down on. Answer one and it is added to a knowledge base. Below the playground:

1. Pick Open to see new questions.
2. Type The answer the bot should give, choose the knowledge base under Add to knowledge base, and click Save answer.
3. Or click Ignore. Reopen brings an ignored question back.

Put the bot to work

• In a flow: add an AI reply step and pick the bot. Connect needs human to Human handoff. A typical setup: trigger Nothing else matched → AI reply. See AI steps.
• In the inbox: AI reply suggestions use a bot’s knowledge bases for grounded drafts. See AI in the inbox.

Start strict

Launch with Answer only from the knowledge base on and a medium confidence. Watch Unanswered questions for a week, answer them, and then relax the settings if needed.

AI in the inbox

Agents get three AI helpers in a chat. All run on the owner’s key and count towards usage and limits:

• Suggested replies (in the composer): up to three drafts based on the last 20 messages and, when a bot has knowledge bases, the passages that match the customer’s last question. The agent edits and sends; nothing goes out by itself.
• Summarise with AI (chat header): a short Conversation summary written from the last 80 messages.
• Translate: under a customer message, translate it for the agent. In the composer, translate your draft into The customer’s language, English, Hindi or Gujarati.

Common mistakes

• Persona text full of facts. Put prices and policies in a knowledge base, not the persona. They’re easier to update and come with sources.
• No handoff path. Always connect needs human to a person. A bot that loops “I don’t know” frustrates customers.
• Threshold too high. Everything goes to humans. Lower it step by step while testing in the playground.

What’s next

Usage and limits →Caps and cost estimates.Tutorial: AI bot on your PDF →From PDF to live bot.