AI Chat

AI Chat adds a launcher and chat panel to your site. Visitors ask questions; the assistant answers from the knowledge pack you write in the console and cites the article it used. When the pack has nothing relevant it either answers from general knowledge with a visible label, or — in Grounded only mode — offers your support form instead of guessing.

Your team can step into any conversation from the console. While a person holds the thread the assistant stays silent.

AI Chat is delivered by the Engage SDK — one script tag, a publishable key, and a per-site origin lock.

1. The SDK calls GET /v1/engage/config with your key. If the site is active and the page's origin is allow-listed, the launcher renders.
2. Each message is posted to POST /v1/engage/chat. Buckhy retrieves matching articles, answers with citations, and stores both sides of the conversation.
3. If the message mentions billing, refunds, legal or account actions, the answer also points to your support form and Buckhy attempts the configured chat.escalated webhook.
4. When you reply from the console, the thread's status becomes agent: visitor messages are stored and shown to you, and the assistant stays silent until you hand back.

1. Open Businesses, add or select your website, and verify domain ownership. Choose Test for local development or Live for your production website.
2. Open Apps > AI Chat > Configure. Set the app's fields and exact allowed origins. HTTP localhost origins belong only in Test.
3. In Integrate, create or reuse the environment's Engage credential. Keep one SDK loader when another Engage app is already installed:

<script src="https://api.buckhy.com/v1/engage/sdk.js" defer
  data-site-key="bk_live_…"></script>

Complete the Chat interaction below, then open Test, run the checks and continue to Activate. Creating a credential or copying this snippet does not complete activation. 4. In Configure, add website knowledge: what the business does, hours and headline policies. 5. Load your site and ask a question covered by that knowledge. Review the answer and the website's Inbox > Chat, then finish Test > Run checks > Activate.

Framework install, verification and a copy-paste AI-agent prompt: Install the Engage SDK.

Open Businesses > your website > Apps > AI Chat > Configure. Use the website's Settings > Assistant for its existing shared Engage connection. Preparing changed Live settings can affect visitors before final activation; review the confirmation in the Integrate step.

Write a knowledge pack that answers well

• Put policies in the context; put procedures in articles. Keep the context to what every answer should know.
• One question per article. The operative fact goes in the first sentence.
• Titles carry the most weight in retrieval; tags add recall. Use the words a visitor would type — refund, size exchange, parking.
• Test with real questions after each change; the 5-minute cache applies to config, not to knowledge used per message.

Take over a conversation

Open Businesses > your website > Inbox > Chat. Open a conversation and choose Take over, or send a Reply, to enter human mode. Return to assistant resumes AI replies; Close ends the thread. Use assignment to make responsibility explicit.

Handle escalations

When a visitor mentions billing, refunds, legal matters or account actions, the assistant points to your support form. A configured chat.escalated webhook includes the conversation ID, page and message; verify your receiver's acknowledgement before treating it as delivered.

Build a custom chat UI

Skip the launcher and call the API from your own interface: POST /v1/engage/chat with message, then reuse the returned visitorToken to continue the thread, and GET /v1/engage/conversations/:id?visitorToken=… to render history. Details: Engage API → POST /chat.