📝 Overview

The AI Chat Receptionist in Marketing Suite engages your website visitors, answers their questions, and captures their contact details 24/7, even when your team is offline. It turns casual browsers into leads you can follow up with, and it can handle multiple visitors at once.

This guide walks you through configuring your AI Chat Receptionist, adding the chat widget to your website, and monitoring its conversations.

💡 By default, the AI Chat Receptionist answers questions using your business profile and knowledge, collects visitor contact details so you can follow up, responds in over 40 languages, and lets visitors know when it doesn't have enough information so a team member can step in.

🛠️ Setting Up Your AI Chat Receptionist

Setup happens in three parts: configuring the basics, reviewing what the AI is allowed to do, and giving it knowledge about your business. To begin, go to AI ➜ AI Workforce and click Configure on the Chat Receptionist.

Click the arrow to learn how to set up the AI Chat Receptionist

1️⃣ Step 1: Configure the basics

Start with the settings that shape who your AI is and where it responds:

Name and Image: Give your AI a friendly, professional name and photo. This is how it introduces itself to visitors.
Role: The Role prompt sets the tone and behaviour of your AI. Include instructions about your business's voice, how it should greet visitors, and any important policies it should share. Keep it specific and concise.
Triggers: Your AI is assigned to the Web Chat trigger by default, which is always active. You can also assign it to respond to inbound messages on other connected channels, such as Email, Facebook, and Instagram. For example, assigning the Email trigger lets your AI reply to inbound customer emails automatically.

💡 Your AI knows which channel it's replying on, so you can tell it to adapt. Add channel-specific instructions to its Role, for example "keep web chat replies to one or two sentences; write longer, more detailed replies on email".

2️⃣ Step 2: Review its capabilities

Capabilities guide what actions your AI can take during a conversation:

Capture Lead Information: The AI asks visitors for contact details such as their name, phone number, or email, and saves captured leads directly to your CRM. This is turned on by default.
Collect Marketing Consent: The AI can ask visitors for marketing consent during a conversation, and their response is saved to the contact record in your CRM. To use this, add consent-collection instructions to your AI's Role or a custom capability.
Book Appointments: Connect your calendar to let the AI offer available time slots and collect booking details automatically.
Custom Capabilities: You can expand your AI's skills with custom instructions tailored to your business, for example how to handle urgent enquiries or which booking link to share.

3️⃣ Step 3: Add knowledge

To answer questions accurately, your AI needs context about your business. Knowledge includes detailed business information such as FAQs, service descriptions, and policies. Your business profile is included by default, and the more relevant knowledge you add, the more accurate your AI's answers become.

It's also worth adding the key pages of your website to your AI's knowledge. On web chat, your AI can see which page of your website a visitor is messaging from, so it can handle page-specific questions like "how much does this cost?", and it answers those best when the page's content is in its knowledge.

💡 A simple way to improve accuracy is to write down the services you offer (and those you don't), the most common questions your customers ask, and the key information the AI should always collect.

Use this to sharpen your Role prompt and fill any knowledge gaps.

🌐 Adding the Chat Widget to Your Website

The web chat widget is how visitors talk to your AI Chat Receptionist, and it needs to be installed on your website before the AI can start engaging visitors. The widget isn't added automatically. You create and customise it in your TeamUp Marketing Suite, then add the generated code to your site.

⚠️ The AI chat widget requires a website. The rest of Marketing Suite works without one, but the chat widget needs a site to live on.

Click the arrow to learn how to set up and install the chat widget

1️⃣ Step 1: Create your widget

Go to Conversations ➜ More to open your Conversations settings.
On the Web Chat card, click Manage widgets.
Click New Web Chat and give your widget a name. Your website's domain works well.
In the AI employee card, click Select employee, choose your Chat Receptionist, and confirm.

2️⃣ Step 2: Customise your widget

Welcome Greeting: A short line shown in the chat widget header to encourage engagement, up to 70 characters. For example, "Hi, how can we help you today?"
Initial AI Message: The first message your AI sends. A default message with a privacy notice is included, and you can change it to anything you prefer.
Appearance: Set the widget's primary and accent colours, text colours, and which bottom corner of the page it sits in, so it matches your website branding.

Any changes you make here will immediately be reflected in the example chat widget on the bottom-right corner of the screen.

When you're done, click Next to save your widget.

3️⃣ Step 3: Install it on your site

The next page will allow you to choose how you will configure the chat widget on your website.

Open your widget from the Web Chat configuration page to find your installation code. There are two widget types to choose from, depending on how you want the chat to appear.

Floating widget	A chat button in the bottom corner of every page. Copy the code and add it to your site's <head> section, or use your site builder's custom-code option. A WordPress plugin is also available to install it for you.
Embedded widget	A fixed chat box on a specific page, such as a contact or landing page. Paste the code into the page's <body> at the exact spot where the chat should appear.

💡 Once installed, send a test message from your live website to confirm the conversation arrives in your inbox before you start sending traffic to the page.

⚠️ If the widget doesn't appear after installing, clear your browser and website caches, check the floating widget code sits inside your site's <head> section, and temporarily disable other plugins or custom code that could conflict.

🔍 Testing and Monitoring Your AI

Before going live, test your AI by asking it the kinds of questions your real visitors would ask: your opening hours, your services, pricing policies, and booking requests. Check that it asks for contact details naturally and admits when it doesn't know something rather than guessing.

Once live, regularly review the Conversations and Anonymous Visitors tabs in Conversations to see how your AI is interacting with visitors. Conversations land in Anonymous Visitors when the AI wasn't able to identify the visitor's contact information.

💡 Each AI response includes a clickable Explanation showing the reasoning behind the reply, the knowledge source it used, and any actions it took, which makes it easy to spot and fix gaps in your AI's knowledge.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.