Configure the Tanya chatbot to handle customer inquiries when your team is offline. Set up auto-responses, FAQ routing, and handoff rules to live agents.
The Tanya chatbot is TanyaDiSini's built-in AI-powered assistant that handles customer inquiries when your team is offline or busy. Setting it up ensures your customers always get a response.
Navigate to Settings > Chatbot to access the Tanya configuration panel. Enable the chatbot and choose when it should be active: always, only outside business hours, or only when no agents are available.
Start by configuring the chatbot's greeting message — the first thing visitors see when the chatbot is handling the conversation. Make it clear that they are chatting with an automated assistant.
Set up FAQ responses by adding question-answer pairs. The chatbot uses keyword matching and natural language understanding to match visitor questions with your predefined answers. Add variations of common questions to improve accuracy.
Configure handoff rules to determine when the chatbot should transfer a conversation to a live agent. Common rules include: visitor requests a human agent, chatbot cannot answer the question, or the conversation exceeds a certain number of exchanges.