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Chatbot Smart answers & AI
Teach a LogAI WhatsApp chatbot to answer questions: free Smart answers matched without AI (variants, keywords, synonyms, typo tolerance), learning from unrecognised replies, and optional AI answers grounded in your instructions, facts and Drive documents — 1 or 2 credits per answer, never charged in the simulator.
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A WhatsApp chatbot can answer questions two ways. Smart answers are your own question-and-answer pairs, matched without AI and without credits — the customer always gets the exact words you wrote. AI is optional: it answers in its own words from the instructions, facts and documents you give it, and costs credits only when it actually answers.
Add Smart answers
- Open the Knowledge tab. Open the bot and choose Knowledge, then
Add answer. - Write the question and answer. Enter the Question, a few Other ways to ask it (each one counts as an exact match), and Keywords — add
:2to weight a keyword higher, likedelivery:2. Write the Answer and check the live preview; add up to 10 Follow-up options as buttons if you like. - Fine-tune if needed. Under Advanced matching: words it Must contain, words that mean Never use it, a Category, its own confidence threshold, Shared across all bots (off keeps it to this bot) and Active.
- Try a question. Type a question into Try a question to see whether the bot Would answer, Would ask which one, or has No match — with the top three answers, their scores and the words that matched.
Matching combines your exact phrasings, weighted keywords, word overlap, typo tolerance and built-in synonyms (price, cost and rate are treated alike, for example). When two answers are almost equally likely the bot asks “Did you mean one of these?” with up to three choices. One-word messages only match through a keyword you added, so “hi” never triggers a random answer.
Where Smart answers are used
- Smart answer step — put one in the flow (the FAQ desk template does) with Answered / Unsure / No match branches. See chatbot steps.
- Mid-flow — while the bot waits on a question, a reply that matches an answer gets that answer, then the bot asks its question again. Turn this off or set its confidence in
Bot settings→ Behaviour. - Answer with AI — the AI can use your library as one of its sources.
Learn from what customers actually ask: Unrecognized replies on the Knowledge tab lists what customers typed that matched nothing. Add one to an existing answer as another way to ask it in a click, turn it into a New answer, or ignore it. The Analytics tab's Knowledge gaps shows the most common ones. Test chats aren't recorded.
Add AI
Open Bot settings → AI. Smart answers stay free; AI is used only where you switch it on:
| Where | What it does | Credits |
|---|---|---|
| Answer with AI step | A free-form conversation inside the flow, with exit intents, a turn limit and hand-off. See chatbot steps. | 1 per answer on Fast, 2 on Standard |
| Answer side questions with AI | When a customer asks something off-script and no Smart answer fits, AI answers from your sources, then the flow carries on. | Per answer at the model's rate; refunded if it can't answer |
| AI help for Smart answers | When nothing matches, AI picks the closest of your saved questions — the customer still gets your exact answer. | 1, refunded if nothing fits |
| Detect intent / Extract details steps | Branch on what the customer wants, or pull details out of a message. | 1 per message |
Give the AI its brief once in Settings → AI: Model (Fast or Standard), Who the AI is (persona), Instructions, and Facts it may use — prices, delivery areas, timings. Choose its sources: your Smart answers library and your documents, and keep Answer only from these sources on so it doesn't make things up. AI replies are kept short for WhatsApp and written in the customer's language.
Documents from Drive
Under Settings → AI → Documents, click Add from Drive to give the AI your menus, price lists, policies or catalogues from Drive. For each question it reads the passages that best match, so long documents work without pasting them into the instructions.
- Up to 10 documents per bot, 10 MB each — PDF, Word (.docx), text, Markdown, CSV/TSV, JSON or HTML.
- Each file is read once. Edited it in Drive? Click Re-read.
- Scanned PDFs (images of text) can't be read — the card shows “No readable text was found”. Use a text PDF instead.
- Documents are used by Answer with AI and AI side-question answers, not by Smart answers.
When credits run out
- Answer with AI follows its Out of credits branch — or hands the chat to your team if that branch isn't connected.
- Detect intent and Extract details hand the chat to your team.
- AI side-question answers and AI help for Smart answers are skipped quietly; free Smart answers keep working.
- Credits are reserved before the AI runs and refunded if the model fails. The Test tab never charges. Top up under Plans & billing.
Frequently asked questions
Can I build a WhatsApp FAQ bot without AI?
Yes. Smart answers match customer questions to your saved answers using phrasings, keywords, synonyms and typo tolerance — no AI and no credits. Start from the FAQ desk template, add answers on the Knowledge tab, and the customer always gets the exact text you wrote.
How much does AI cost in a LogAI chatbot?
Answer with AI costs 1 credit per answer on the Fast model or 2 on Standard. Detect intent and Extract details cost 1 per message, and AI help for Smart answers costs 1 (refunded if nothing fits). Credits are refunded if the model fails, and the simulator never charges.
Can the chatbot answer from my PDFs and documents?
Yes. In Bot settings → AI → Documents, add up to 10 files from Drive (PDF, Word, text, Markdown, CSV, JSON or HTML, up to 10 MB each). Answer with AI reads the best-matching passages for each question. Scanned PDFs without real text can't be read.
Will the AI make up answers?
Keep “Answer only from these sources” on and it answers only from your facts, Smart answers and documents. Use exit intents and “Asked for a person” to hand off anything it shouldn't handle.
How do I improve answers over time?
Check Unrecognized replies on the Knowledge tab and Knowledge gaps on Analytics. Add what customers typed to an existing answer as another way to ask it, or create a new answer, in one click.
What does the chatbot reply when it doesn't understand?
It sends your retry messages (set in Bot settings → Replies), and after the last attempt hands off to a human or ends the conversation — whichever you chose. A Smart answer step with no match follows its No match branch.
Open the LogAI app — start free, no credit card required.