Fale.ai

How to configure your app:

After the installation, a 3-day trial account will already be created for you. Go through each configuration point and choose the best options according to your Bot flow needs. Once finished, save the configuration and link the bot to the desired Open Channels.

Below, you can check the purpose of each field:

A - Bot Settings Tab:

1. Bot Name – The name that will be displayed above the response message from your AI agent.
   
2. Number connected to WhatsApp – If the agent is connected to a WhatsApp Open Channel that identifies your number in the header, it will only respond to inbound messages.
   
3. Wait time – The time in seconds that the bot should wait if the customer sends consecutive messages, to provide a single response. Set between 0 and 30 seconds.
   
4. Transfer destination outside business hours – If specific business hours are defined, you can choose to forward messages received outside these hours to an Open Channel or a specific user. In this case, the agent will not be triggered; only a default message will be forwarded.
   
5. Sel ect the Open Channel or user according to the destination option – Choose the Open Channel or user that will receive conversations outside business hours, according to the selection made in the previous field.
   
6. Where should I send the conversation when it is started fr om Bitrix24? – If your connector allows opening a conversation in the Bitrix24 chat panel, it can be sent to an Open Channel or to the user responsible for the contact.
   
7. Departments for transfer – Allows your agent to transfer the conversation based on keywords that you can define in the prompt. For example, train your agent to respond to the client saying it’s forwarding them to the support department if it identifies that help is needed. In this case, choose the appropriate department and add keywords like “support.”
   
8. Choose the Open Channel for transfer when the bot doesn’t know how to answer or by customer request – The destination of the conversation when the bot does not know the answer or upon the customer's request (such as "talk to an agent").
   
9. Out-of-hours message – If you enable specific business hours for the bot, this is the default text that will be sent to the customer. Another option is to set a time-based service rule directly in the prompt.
   
10. OpenAI API key – The system works connected to the OpenAI API. You must create an account on the OpenAI API panel, obtain an API key, and have credit available. The use of this API involves costs that are the client's responsibility.
    
11. Enable Pinecone integration – The Pinecone integration allows your agent to consult a knowledge base that can contain a wide range of information about your company, products, and/or services. Pinecone offers free plan options with a considerable number of queries. You need to create an account on the Pinecone API panel and obtain an API key. The use of this API may have costs that are the client's responsibility.
    
12. Prompt – The prompt is the text instruction you provide to your AI agent to guide its response or action. If you choose to use only the prompt, include all specific information about your company, service style, and agent restrictions. By clicking on the title of this field, you can download a sample prompt in both Portuguese and English.
    

B - Business Hours Tab:

If you choose for your agent to provide service during specific hours, you can set this for each day of the week. Intervals cannot be defined. Next to the first day’s configuration, there is a button to replicate Monday's hours to the other days of the week.
Set national and local holidays when the bot should not provide service.
ATTENTION – If a specific schedule is defined, your bot will not provide service but will only send the default message set in the settings and forward the conversation to an Open Channel or user.

Plans starting at R$97.00 per month.