AI Assistant Overview
What the AI does, how to enable and disable it, and how it grounds answers in your knowledge base.
The Chatgram AI assistant is a built-in feature that helps you answer tickets using a knowledge base you provide. It reads your FAQs, policies, and product details, then either:
- Drafts a reply that you review and edit before sending (safe default), or
- Sends a reply automatically if no human answers in time (optional auto-reply, off by default)
Every website in your account has its own AI settings and its own knowledge base, so the assistant’s responses reflect that specific site’s tone, product, and policies.
Yes, AI drafts are enabled by default on new websites. The default behaviour is safe: AI can draft replies for you to review, but it doesn’t send anything automatically unless you turn on auto-reply.
You can turn AI off entirely per website, or configure it to only draft (no auto-send). Settings live under ⚙️ Settings → 🤖 AI assistant in the bot, or the AI section of the web admin panel.
Per-website AI toggling:
- Open the Chatgram Telegram bot (or the web admin panel)
- Select the website
- Go to ⚙️ Settings → 🤖 AI assistant
- Toggle AI off
With AI off, the AI reply button no longer appears on ticket cards, and auto-reply won’t fire. Turning it back on later restores the previous configuration.
The AI is grounded in the knowledge base you save for each website. This means:
- Answers pull from the FAQs, policies, and product details you provided
- The AI doesn’t invent facts about your product; it uses your content as the source of truth
- If a customer asks something not covered in your knowledge base, the AI acknowledges the gap rather than guessing
This makes AI drafts far more accurate than a generic chatbot. You’re effectively telling the AI: “here are the rules of my business, answer within them.”
Beyond the static knowledge base, the AI also learns from your team’s real replies over time. When your team answers tickets, the AI observes:
- How you phrase things
- Which topics you go deep on
- What tone you use with customers
- Which answers work well (based on ticket closure patterns)
Over time, suggestions get better and match your team’s voice more closely, without you having to manually retrain anything. The knowledge base file plus your real reply patterns together shape what the AI drafts.
A reserved agent called “Chatgram AI” is added to every website, and AI-sent replies are attributed to it, not to a human team member.
This means:
- In the ticket thread, you can see clearly which messages came from AI and which came from your team
- The Chatgram AI agent can’t be removed, only turned off (via disabling AI or auto-reply)
- Customers see the reply as coming from your support team, but internally, attribution is preserved for auditing
