From your business information to a helpful first answer.
KivoHelp helps small teams turn business information into AI-assisted website answers. Start with reliable sources, review the assistant’s behavior, and keep a clear route to a person for exceptions.
1. Add information you are allowed to share
Create a workspace, then connect an authorized public website, upload supported PDF, DOCX, or TXT files, or write your own business information and FAQs. Add only information suitable for customers. Relevant excerpts may appear in answers and source citations.
Keep customer records, passwords, and private internal instructions out of customer-facing business knowledge. Check the import result: scanning is bounded by page, size, origin, and workspace limits, and can miss dynamic pages or recent changes.
2. Review the knowledge behind the answers
Make important policies specific. For example, a preparation guide should say what materials are included and what a visitor should bring. A returns policy should explain its conditions and direct unusual cases to the business.
KivoHelp retrieves relevant information from your business knowledge and supplies that context to the assigned AI service along with the customer’s question and recent conversation. This is often called retrieval-augmented generation, or RAG. It uses relevant source text to inform a reply; it is not a guarantee of accuracy or a private model trained exclusively for your business.
3. Customize the welcome and test real questions
Prepare the assistant’s name, appearance, personality, language, welcome message, and shortcuts. Test the common questions customers actually ask, plus missing-information questions and policy exceptions.
Testing AI replies requires an available model on an eligible workspace. Free AI is currently disabled, so Free is for knowledge setup and appearance preview. When testing is available, check the complete answer and its source, correct unclear information, and test again.
4. Install on an authorized website when eligible
An eligible active plan provides your workspace’s installation script. Configure the authorized website, add the snippet using your site’s supported custom-code process, and check the visitor experience on desktop and mobile.
Website installation is not included in Free; paid plans are coming soon. Do not copy the illustrative snippet from the homepage demo. Use only the actual snippet provided in your eligible workspace. Follow the practical website installation guide.
5. Give customers a clear next step
The assistant should acknowledge missing information instead of inventing a policy. Starter uses the configured business support email. Where ticketing is enabled, visitors explicitly submit a support request, then verify their email to read replies and track their ticket.
Your team responds asynchronously in the ticket workspace. Asking an AI question does not itself submit a ticket, contact a person, or guarantee a response time. New ticket access follows current eligibility and the proposed plan rollout.
6. Keep the information useful
Review saved conversations, unanswered questions, and reply feedback where available. Improve confusing source material before adding more of it. Run a manual website sync or choose optional weekly syncing, then check important policy changes yourself.
A scan failure leaves the last successful content in place. Editing imported text pauses automatic replacement until you allow syncing again. Use a repeat-question review process and check the product’s capabilities and limits as your support needs change.