AI chatbot: answer inbound messages from your own knowledge

The WeZend chatbot is one assistant that answers inbound messages on SMS, WhatsApp, e-mail and a chat widget on your website. It answers from your own knowledge — text, FAQs and pages you give it — and from nothing else. It is off by default: you switch it on, per channel, when you are ready.

It needs a plan that includes AI features, and the number of bot conversations per month depends on your plan. A bot conversation is one in which the bot gave at least one answer.

What it does

• Replies only to people who wrote to you first. It never starts a conversation and never sends marketing.
• Answers from the knowledge base you build in Giving the chatbot its knowledge.
• Hands the conversation to a person when it cannot answer, or when the contact asks for one.
• Shows you which knowledge each answer rested on, so you can check it.

The rules it keeps

• It never invents. If nothing in your knowledge matches the question, there is no AI answer: the conversation is handed to a person.
• STOP always wins. An opt-out is handled before the bot sees the message, on every channel, and the bot stays silent.
• A person always takes over. Once a colleague replies or the conversation is assigned, the bot goes quiet until you hand it back.
• Bounded. There is a limit on bot replies per conversation; after that it hands over.
• Inbound text is untrusted. What a contact writes is treated as data, never as instructions to the assistant.
• Tenant-isolated. Each account only ever uses its own knowledge and conversations.

Add the chat widget to your website

Paste one line before the closing body tag of your pages:

<script src="https://api.wezend.com/chat.js" data-key="YOUR_PUBLIC_KEY" defer></script>

• It uses the public tracking key you already have for your site, and that key's list of allowed origins. The widget only works on the sites you allow.
• Add data-position="left" to move the bubble to the left corner.
• The visitor is anonymous. Whatever a page says about who the visitor is (name, e-mail) is not used to look up a contact.
• The widget shows a short line that it is an AI assistant, supports quick-reply buttons, shows "the assistant is writing", labels a person's reply with their first name only, and can ask for a 1–5 rating when a conversation is resolved.

Switch it on

1. Add knowledge in the Chatbot page of the dashboard.
2. Try it in the test console, which sends nothing.
3. Enable the channels you want. WhatsApp and e-mail start in review mode, described in Review, hand-off and trust.

Everything the bot sends goes through the same sending path as the rest of WeZend, so consent, suppression and plan limits apply as usual. Answers that need a person end up in your Inbox.