AI Chatbot — Setup & Configuration in Qödiak

Learn how to activate, train, and fine‑tune Qödiak’s built‑in AI chatbot. This guide walks you through uploading knowledge sources, customizing the widget, connecting help‑desk tools, configuring escalation rules, and monitoring performance—all without writing a single line of code.

1. Getting Started: Enabling the AI Chatbot

Every Qödiak app includes a ready‑to‑use AI chatbot powered by Retrieval‑Augmented Generation (RAG). To start, open your app’s AI Chatbot panel from the left‑hand navigation and toggle the Enable Chatbot switch.

Tip: The chatbot is automatically available on all published pages once enabled, but you can control its visibility with the Position setting described later.

2. Teaching the Chatbot – Adding Training Sources

The chatbot learns from the knowledge you provide. Qödiak supports four distinct source types. Follow the steps below to add each one.

2.1 Document Uploads

1. Click Training Sources > Document Uploads.
2. Drag‑and‑drop or use the Browse button to select PDF, DOCX, or TXT files.
3. After upload, Qödiak extracts text and creates searchable chunks automatically.
4. Review the Extraction Summary to confirm all pages were processed.

Use case: Upload your product manual (PDF) so the chatbot can answer “How do I reset my device?” instantly.

2.2 Website Crawling

1. Navigate to Training Sources > Website Crawling.
2. Enter the full URL of the site you want to index (e.g., https://support.mycompany.com).
3. Select the crawl depth (how many link levels to follow) and any robots.txt exclusions.
4. Press Start Crawl. The system will scan pages, extract content, and add it to the knowledge base.

Example: Crawl your public FAQ page so the chatbot can reference the latest policy updates without manual entry.

2.3 Custom Q&A / FAQs

1. Open Training Sources > Custom Q&A.
2. Click Add Pair and fill in the Question and Answer fields.
3. Optionally tag the pair for easier analytics later.
4. Save. The pair is instantly searchable by the chatbot.

Practical tip: Use this for high‑priority, short answers such as “What are your support hours?”

2.4 Integration Sync

Qödiak can pull knowledge directly from connected help‑desk platforms (Zendesk, Intercom, Freshdesk, HubSpot). Once an integration is enabled (see Section 3), select Sync Knowledge to import ticket articles, knowledge‑base entries, and common resolutions.

3. Configuring the Chatbot Widget

The visual and behavioral settings let you align the chatbot with your brand and user expectations.

3.1 Appearance

• Primary Color: Choose a hex code or use the color picker to match your app’s theme.
• Position: Select where the widget appears—bottom‑right (default), bottom‑left, or a custom floating element.

3.2 Response Generation Settings

• Temperature: Controls creativity. Set a low value (e.g., 0.2) for factual, concise answers; raise it (e.g., 0.8) for more conversational tone.
• Max Tokens: Define the maximum length of a response. Typical values range from 150 to 300 tokens.
• Top‑K Chunks: Determines how many knowledge chunks the RAG engine retrieves per query. A value of 5 balances relevance and speed.

3.3 Saving Your Settings

1. Adjust the fields under Widget Settings.
2. Click Preview to see a live mock‑up.
3. When satisfied, press Save Configuration. Changes propagate instantly to all live pages.

4. Connecting Help‑Desk Platforms

Integrations let the chatbot pull existing knowledge and hand off conversations to human agents.

4.1 Supported Integrations

• Zendesk: Sync tickets, auto‑respond, and escalate.
• Intercom: Connect messaging for seamless support.
• Freshdesk: Integration available (requires Pro tier).
• HubSpot: Integration available (requires Pro tier).
• Custom Webhooks: Send chatbot events (e.g., new conversation, escalation) to any endpoint.

4.2 Setting Up an Integration (Zendesk Example)

1. Go to Integrations > Zendesk in the Qödiak dashboard.
2. Enter your Zendesk subdomain, API token, and email address.
3. Toggle Sync Tickets and choose the ticket status range to import.
4. Click Connect & Sync. Qödiak will import articles and recent tickets as training data.
5. Enable Auto‑Response if you want the chatbot to reply to new Zendesk tickets automatically.

Repeat similar steps for Intercom, Freshdesk, or HubSpot, substituting the appropriate credentials.

5. Escalation & Human Handoff

Even the best AI can hit a knowledge gap. Qödiak provides multiple mechanisms to ensure a smooth transition to a live agent.

5.1 Detection Features

• Frustration Detection: Analyzes sentiment and repeated re‑phrasing to flag annoyed users.
• Knowledge Gap Detection: Triggers when the confidence score falls below a configurable threshold.

5.2 Custom Trigger Phrases

1. Open Escalation Settings.
2. Enter phrases such as “talk to a human” or “speak with support” in the Trigger Phrases box.
3. Save. Whenever a user types any of these phrases, the chatbot switches to Human Mode.

5.3 Human Mode Workflow

• Conversation is flagged and appears in the agent console of the connected help‑desk (Zendesk, Intercom, etc.).
• Agents can pick up the chat, see the full transcript, and continue the dialogue.
• All messages are logged for analytics and compliance.

6. Monitoring Performance – Analytics & Reporting

Understanding how the chatbot is used helps you improve both the AI and the underlying knowledge base.

6.1 Key Metrics

• Total Conversations: Number of chats initiated per month.
• Resolution Rate: Percentage of conversations the bot resolves without handoff.
• AI CSAT Score: Customer satisfaction rating collected after each interaction.
• Knowledge Gap Identification: List of unanswered questions for future training.
• Visitor Tracking: Captures email and name when users opt‑in, enabling follow‑up.

6.2 Accessing Reports

1. Navigate to Analytics > AI Chatbot.
2. Select a date range (e.g., last 30 days).
3. Export the report as CSV or view charts directly on the dashboard.
4. Use the Knowledge Gap table to add new custom Q&A pairs that address recurring gaps.

7. Tier Availability & Message Limits

Qödiak offers three pricing tiers for the AI chatbot. Choose the tier that matches your expected usage and integration needs.

• Free: 10 AI chat messages per month. Ideal for testing or low‑traffic sites.
• Starter: 500 messages per month + Zendesk & Intercom integrations.
• Pro: 5,000 messages per month + all integrations (Zendesk, Intercom, Freshdesk, HubSpot, Custom Webhooks).

If you exceed your monthly quota, Qödiak will pause the chatbot and display a friendly “Message limit reached” banner until the next billing cycle.

8. End‑to‑End Example: Deploying a Support Bot for a SaaS Product

Below is a practical walkthrough that combines the steps above.

1. Enable the chatbot in the Qödiak app settings.
2. Upload the product guide PDF (120 pages) via Document Uploads.
3. Crawl the public help site at https://support.myapp.com with a depth of 2.
4. Add custom Q&A for “What is the refund policy?” and “How do I change my billing address?”
5. Set widget appearance: Primary Color #0066FF, Position bottom‑right.
6. Configure response settings: Temperature 0.3, Max Tokens 200, Top‑K Chunks 5.
7. Connect Zendesk using API token, enable ticket sync, and turn on Auto‑Response.
8. Define escalation triggers: “talk to a human”, “agent please”.
9. Activate frustration detection and set the confidence threshold to 0.45.
10. Publish the app. The chatbot appears on every page, ready to field user queries.
11. Review analytics weekly to see resolution rates and add missing Q&A pairs.

Within a month, the SaaS team observed a 35 % reduction in support tickets and a 4.7/5 AI CSAT score, demonstrating the value of a well‑trained Qödiak chatbot.

9. Frequently Asked Questions

Can I change the temperature after the bot is live?

Yes. Adjust the Temperature value in the Widget Settings and click Save Configuration. Changes take effect immediately.

What happens if I upload a large PDF (over 50 MB)?

Qödiak accepts files up to 100 MB. Larger documents should be split into smaller sections before upload to ensure optimal chunking.

Do custom webhooks expose user data?

Webhooks only send event metadata (e.g., conversation ID, escalation flag). If you include visitor email or name in the payload, ensure your endpoint complies with privacy regulations.

How can I increase my message quota?

Upgrade to a higher tier in the Billing section of your Qödiak account. Additional message packs are also available for Pro customers.

10. Next Steps

Now that your AI chatbot is up and running, consider the following actions to keep it effective:

• Schedule a monthly review of Knowledge Gap Identification and add new Q&A pairs.
• Experiment with Temperature and Max Tokens to fine‑tune the tone for different user segments.
• Leverage Custom Webhooks to push conversation data into your CRM for deeper insights.
• Upgrade to the Pro tier as your traffic grows to unlock Freshdesk, HubSpot, and higher message limits.

With these practices, Qödiak’s AI chatbot becomes a continuously improving, brand‑consistent support channel that scales alongside your business.