AI Assistant
The AI Assistant automatically replies to visitor messages using Google Gemini AI and your own WordPress content as the knowledge base. When a visitor asks a question, AI answers instantly — and if it cannot find the answer, it hands off to you in Telegram automatically.
AI Assistant is available on the Pro plan only. Go to Baza Live Chat → Settings → AI Assistant.
Step 1 — Get a Gemini API Key
- Go to aistudio.google.com/apikey
- Sign in with your Google account
- Click Create API Key
- Copy the key
The free tier of Google AI Studio is sufficient for most websites — no billing required to start.
Step 2 — Enable AI and Enter API Key
- Go to Settings → AI Assistant
- Check Enable AI — Automatically reply to visitors using AI
- Paste your API key into the Gemini API Key field
- Click Save Settings
Step 3 — Set Up the Knowledge Base
The knowledge base is built from your existing WordPress content. AI reads your posts and pages and uses them to answer visitor questions.
Knowledge Base Post Type
Select which post types to include. Hold Ctrl (Windows) or Cmd (Mac) to select multiple. Common choices: Pages for service descriptions, FAQs, and pricing. Posts for documentation articles.
Exclude Posts / Pages
Select specific posts or pages to exclude from the knowledge base. Useful for excluding blog posts, privacy policy, or any page that should not be used as a source for AI answers.
Step 4 — Write a System Prompt
The system prompt tells AI how to behave — tone, language rules, what to do when it doesn’t know the answer. Click Fill with default prompt to use the built-in template as a starting point.
Example system prompt
You are a helpful customer support assistant for My Company.
Answer questions based on the provided documentation only.
Be concise, friendly, and professional.
Always reply in the same language the visitor uses.
If the documentation does not contain a clear answer, say so honestly.
Do not use Markdown formatting. Use plain text only.
Never start any response with a greeting.Working hours via system prompt
You can define working hours directly in the system prompt — AI will inform visitors automatically when support is unavailable:
Support is available Monday to Friday, 9:00–18:00 CET.
Outside these hours, inform the visitor politely and ask them to write again during working hours.Operator Handoff
When AI cannot answer a question or the visitor requests a human, the plugin automatically switches to operator mode and notifies you in Telegram.
Operator Keywords
A comma-separated list of words that trigger automatic handoff to a human operator. When a visitor’s message contains any of these words, AI stops responding and you receive a notification in Telegram.
Click Fill with default keywords to load a pre-built multilingual list covering English, Ukrainian, Russian, Polish, German, Slovak, and more.
Fallback Message
Shown in the chat when AI cannot find an answer in the knowledge base and switches to operator mode. Default: I’m not sure about this. Would you like to speak with an operator?
Operator Button
When enabled, a button appears in the chat after each AI reply. The visitor can click it to instantly request a human operator — without typing any keyword.
Show Operator Button
Check to show the button. Uncheck to hide it — useful if you prefer visitors to use keywords instead.
Operator Button Text
The label displayed on the button. Default: Talk to an operator. Change it to match your language or tone — e.g. Connect me with support or Speak to a human.
How AI Mode Works
Every new chat session starts with AI mode on. AI replies to every visitor message automatically.
AI mode turns off in three situations:
- The visitor’s message contains an operator keyword
- The visitor clicks the Operator Button
- AI returns an error or empty response (fallback)
Once AI mode is off, all subsequent messages go directly to Telegram. AI does not resume for that session — even if the visitor sends another message. This ensures a smooth handoff with no mixed responses.
When you reply manually from Telegram, AI mode is also turned off automatically for that session.
