Set it up. Launch it.

When you’ve used a chatbot in the past, you’ve probably thought of it as slow or difficult to use. The majority of bots out there aren’t great at understanding what your customers want, or knowing how to respond or take actions like a human agent would.

By combining the information in your knowledge base with cutting-edge AI, you don’t just have a chatbot with MessageMind™. You have a generative AI Agent, designed to perform tasks that human agents have previously only been able to do.

This guide will take you through MessageMind™’s technology that we use to make the customer experience with an AI Agent different from any chatbot you’ve used before.

The secret behind how your AI Agent both understands and writes messages is in the AI, or artificial intelligence, that MessageMind™ uses behind the scenes. Broadly, AI is a range of complex computer programs designed to solve problems like humans. It can address a variety of situations and incorporate a variety of types of data; in your AI Agent’s case, it focuses on analyzing language to connect customers with answers.

When a customer interacts with your AI Agent, your AI Agent uses Large Language Models, or LLMs, which are computer programs trained on large amounts of text, to identify what the customer is asking for. Based on the patterns the LLM identified in the text data, an LLM can analyze a question from a customer and determine the intent behind it. Then, it can analyze information from your knowledge base, where the meaning behind it matches what the customer is looking for.

Generative AI is a type of LLM that uses its analysis of existing content to create new content. It builds sentences word by word, based on which words are most likely to follow the ones it has already chosen. Using generative AI, your AI Agent constructs responses based on pieces of your knowledge base that contain the information the customer is looking for, and phrases them in a natural-sounding and conversational way.

LLM training data can contain harmful or undesirable content, and generative AI can sometimes generate details that aren’t true, which are called hallucinations. To combat these issues, your AI Agent uses an additional set of models to ensure the quality of its responses.

Before sending any generated response to your customer, your AI Agent checks to make sure the response is:

• Safe: The response doesn’t contain any harmful content.
• Relevant: The response actually answers the customer’s question. Even if the information in the response is correct, it has to be the information the customer was looking for in order to give the customer a positive experience.
• Accurate: The response matches the content in your knowledge base, so your AI Agent can double-check that its response is true.

With these checks in place, you can feel confident that your AI Agent has not only made sound decisions in how to help your customer, but has also sent them high-quality responses.

Your AI Agent runs on a sophisticated Reasoning Engine MessageMind™ created to provide customers with the knowledge and solutions they need.

When customers ask your AI Agent a question, it takes into account the following when deciding what to do next:

• Conversation context: Does the conversation before the current question contain context that would help your AI Agent better answer the question?
• Knowledge base: Does the knowledge base contain the information the customer is looking for?
• Business systems: Are there any Actions configured with your AI Agent designed to let it fetch the information the customer is looking for?

From there, it decides how to respond to the customer:

• Follow-up question: If your AI Agent needs more information to help the customer, it can ask for more information.
• Knowledge base: If the answer to the customer’s inquiry is in the knowledge base, it can obtain that information and use it to write a response.
• Business systems: If the answer to the customer’s inquiry is in any of the Actions configured with your AI Agent, your AI Agent can fetch that information by making an API call.
• Handoff: If your AI Agent is otherwise unable to respond to the customer, it can hand the customer off to a human agent for further assistance.

Together, the mechanism that makes these complex decisions on how to help the customer is called MessageMind™’s Reasoning Engine. Just like when a human agent makes decisions about how to help a customer based on what they know about what the customer wants, the Reasoning Engine takes into account a variety of information to figure out how to resolve the customer’s inquiry as effectively as possible.

Many AI chatbots are vulnerable to prompt injections or jailbreaking, which are prompts that get the chatbot to provide information that it shouldn’t. For example, information that is confidential or unsafe.

The reasoning engine behind MessageMind™’s AI Agents is structured in such a way as to make adversarial LLM attacks very difficult to succeed. Specifically, it has:

• A series of AI subsystems interacting together, each of which modifies the context surrounding a customer’s message.
• Several prompt instructions that make the task to be performed very clear, directing the AI Agent to not share their workings and instructions, and to redirect conversations away from casual chitchat.
• Models that aim to detect and filter out harmful content in inputs or outputs.

With state-of-the-art generative AI testing prior to new deployments, MessageMind™ ensures a secure and effective customer interaction experience.

When you connect your AI Agent to your knowledge base and start to serve automatically generated content to your customers, it might feel like magic. But it’s not! This topic takes you through what happens behind the scenes when you start serving knowledge base content to customers.

How MessageMind™ ingests your knowledge base

When you link your knowledge base to your AI Agent, your AI Agent copies down all of your knowledge base content, so it can quickly search through it and serve relevant information from it. Here’s how it happens:

1. When you link your AI Agent with your knowledge base, your AI Agent imports all of your knowledge base content.

   Depending on the tools you use to create and host your knowledge base, your knowledge base then updates with different frequencies:

   • If your knowledge base is in Zendesk or Salesforce, your AI Agent checks back for updates every 15 minutes.
   • If your AI Agent hasn’t had any conversations, either immediately after you linked it with your knowledge base or in the last 30 days, your AI Agent pauses syncing. To trigger a sync with your knowledge base, have a test conversation with your AI Agent.
   • If your knowledge base is hosted elsewhere, you or your MessageMind™ team have to build an integration to scrape it and upload content to MessageMind™’s Knowledge API. If this is the case, the frequency of updates depends on the integration.

2. Your AI Agent splits your articles into chunks, so it doesn’t have to search through long articles each time it looks for information. It can just look at the shorter chunks instead.

   While each article can cover a variety of related concepts, each chunk should only cover one key concept. Additionally, your AI Agent includes context for each chunk; each chunk contains the headings that preceded it.

3. Your AI Agent sends each chunk to a Large Language Model (LLM), which it uses to assign the chunks numerical representations that correspond to the meaning of each chunk. These numerical values are called embeddings, and it saves them into a database.

   The database is then ready to provide information for GPT to put together into natural-sounding responses to customer questions.

How MessageMind™ creates responses from knowledge base content

After saving your knowledge base content into a database, your AI Agent is ready to provide content from it to answer your customers’ questions. Here’s how it does that:

1. Your AI Agent sends the customer’s query to the LLM, so it can get an embedding (a numerical value) that corresponds with the information the customer was asking for.

   Before proceeding, the AI Agent sends the content through a moderation check via the LLM to see if the customer’s question was inappropriate or toxic. If it was, your AI Agent rejects the query and doesn’t continue with the answer generation process.

2. Your AI Agent then compares embeddings between the customer’s question and the chunks in its database, to see if it can find relevant chunks that match the meaning of the customer’s question. This process is called retrieval.

   Your AI Agent looks for the best match in meaning in the database to what the customer asked for, which is called semantic similarity, and saves the top three most relevant chunks.

   If the customer’s question is a follow-up to a previous question, your AI Agent might get the LLM to rewrite the customer’s question to include context to increase the chances of getting relevant chunks. For example, if a customer asks your AI Agent how much your store sells cookies, and your AI Agent says yes, your customer may respond with “how much are they?” That question doesn’t have enough information on its own, but a question like “how much are your cookies?” provides enough context to get a meaningful chunk of information back.

   If your AI Agent isn’t able to find any relevant matches to the customer’s question in the database’s chunks at this point, it serves the customer a message asking them to rephrase their question or escalates the query to a human agent, rather than attempting to generate a response and risking serving inaccurate information.

3. Your AI Agent sends the three chunks from the database that are the most relevant to the customer’s question to GPT to stitch together into a response. Then, your AI Agent sends the generated response through three filters:

   1. The Safety filter checks to make sure that the generated response doesn’t contain any harmful content.
   2. The Relevance filter checks to make sure that the generated response actually answers the customer’s question. Even if the information in the response is correct, it has to be the information the customer was looking for in order to give the customer a positive experience.
   3. The Accuracy filter checks to make sure that the generated response matches the content in your knowledge base, so it can verify that the AI Agent’s response is true.

4. If the generated response passes these three filters, your AI Agent serves it to the customer.

In this article, you will learn how to train your AI Agent using your website content. You can add multiple websites simultaneously if necessary. This guide covers the process found in Step 2 of the initial setup.

Adding a website during setup

1. Navigate to Basic AI Settings: In Step 2 of the setup process, you will customize your AI’s basic settings.

2. Enter Your Website URL: In the “Enter Your Website” section, type in the address of your website, ensuring it starts with https:// or http://.

3. Initiate Crawling: Click the Explore Website button. Wait as the system thoroughly crawls and analyzes your website content. The progress bar will indicate the completion status. Once the process is complete, your AI will begin to learn from the imported data.

Adding a hotel during setup

For hotel businesses, you can search for and add your hotel directly through our platform during the initial setup.

1. Find Your Hotel: In the “Find Your Hotel” section, enter the name or location of the hotel where you plan to implement the AI agent. This allows us to tailor the analysis specifically to understand and serve your needs better.

2. Select Your Hotel: Once your hotel appears in the search results, select it to proceed with the crawling and analysis process.

Basic AI Settings

In Step 2, you will also configure other basic settings for your AI:

1. Name Your AI Employee: Create a unique name for your AI assistant to make it recognizable to customers.

2. Set the Length of Generated Text: Choose how chatty your AI will be: short, medium, or long text.

3. Tone Settings: Select up to two tones that resonate with your brand’s heart. Options include Friendly and Casual, Professional and Formal, Enthusiastic and Energetic, among others.

You can train your AI Agent by uploading various types of files. The following guide will help you understand how to add these files to optimize your AI’s performance based on your selected category or industry.

Supported file types

• PDF
• Word (.docx)
• Excel (.xlsx)
• CSV

Adding a file to your AI Agent

1. Navigate to the AI Training Section: From the dashboard, navigate to AI Settings, then to the AI Training section.

2. Upload a File: Depending on the specific section (e.g., Products, Additional Information), you will find an option to upload files.

   • For Products, click the Add file option under the “Add Your First Product” section.
   • For other sections with long text boxes, look for the file upload icon.

3. Select Your Files: Drag and drop your files into the highlighted area or click the upload text to select files from your computer.

4. Wait for Processing: Once the upload is complete, wait a few seconds for the AI Agent to learn the content of the files.

Structuring your files for optimal training

Different types of files may require specific structures for the best training results:

• Textual Files (PDF and Word): For these files, it’s best to structure the documents with clear paragraph divisions. Tip: Lists should be included as FAQs. For example, instead of a long list of company locations, create a FAQ like “What are the locations of XYZ company?” with the locations separated by commas.
• Tabular Files (Excel and CSV): Ensure the first row contains column names, with subsequent rows containing data entries. Note: There is no strict limit on the number of columns, but it’s advisable to keep it below 15 for efficiency.

Example of file upload process

Here’s an example to help you visualize the process:

1. Navigate to the Products Section

   • Click on Add Product and select Add file.
   • Upload your product file (e.g., a CSV with product details).

2. Additional Information

   • In sections like “Additional/Important Information”, click the file upload icon to add relevant files.

By following these steps, you can effectively upload and optimize files to enhance your AI Agent’s performance, tailored to your specific industry needs.

In this article, you will learn how to customize your AI agent’s behavior to align with your brand’s persona and interaction style. These settings are configurable during the initial setup and later through the AI Training section.

Initial setup

During the initial setup process, you can set the basic characteristics of your AI agent.

1. Navigate to Step 2: Basic Settings. Here, you can customize the name, verbosity, and tone of your AI agent.

2. Name Your AI Employee. Create a unique name for your AI assistant to make it recognizable to customers.

3. Adjust AI Verbosity. Choose how chatty your AI will be by selecting Short, Medium, or Long text.

4. Set Tone Settings. Select up to two tones that reflect your brand. Options include Professional and Formal, Friendly and Casual, Empathetic and Supportive, etc.

Configuring AI behavior in AI Training

After the initial setup, you can further customize your AI agent’s behavior by navigating through the dashboard.

1. Access AI Training. From the dashboard, go to AI Settings and then click on AI Training.

2. AI Agent Features. Here, you can reconfigure the name, verbosity, and tone settings if needed.

3. Select AI Identity. Choose whether your AI agent presents itself as a Human or AI to your users.

4. Adjust Wait Times. Set wait times for inactive and active users to control the responsiveness of your AI agent. You can also toggle wait time adjustments based on response length.

Detailed steps for customizing behavior

1. Name Your AI Employee. In the AI Agent Features section, you can update the name of your AI employee at any time.

2. Adjust AI Verbosity. Reconfigure how verbose your AI agent should be: select Short, Medium, or Long text based on the desired interaction length.

3. Select Tone Settings. You can change the tone settings to reflect different aspects of your brand’s personality. Options include:

   • Professional and Formal
   • Friendly and Casual
   • Empathetic and Supportive
   • Concise and Direct
   • Informative and Educational
   • Enthusiastic and Energetic
   • Adaptive and Personalized
   • Humorous and Witty
   • Respectful and Inclusive
   • Reassuring and Confident

4. Set AI Identity. Decide if your AI agent should be perceived as a Human or AI in interactions.

5. Adjust Wait Times. Configure the wait times for responses to ensure the interaction pace matches user expectations.

By following these steps, you can effectively manage and tailor your AI agent’s behavior to provide a consistent and engaging user experience with MessageMind™.

In this article, you will learn how to enable and manage multilingual support for your AI agent, enhancing your customer interactions by communicating in their preferred language.

Understand multilingual content support

Communicating with your customers in their preferred language makes them feel valued and understood. Use your AI agent’s multilingual functionality to provide that personalized experience to each of your customers.

Supported languages

MessageMind™’s multilingual functionality supports the following languages:

For supported right-to-left languages, the chat is tailored for the best customer experience, including flipped UI components such as settings and loading bars.

How multilingual support works

English is the default support language in all MessageMind™ AI agents. Your AI agent will always be able to reply to English-speaking customers. Additionally, your AI agent understands customer questions in any supported language and responds accordingly based on the detected language.

Setting the starting language

The starting language for your AI agent is determined by the phone number used during the sign-up process, which typically aligns with the location. The AI agent will start interactions in this default language.

Automatic language detection and response

With multilingual support enabled, your AI agent can:

1. Determine the Language. Automatically detect the language the customer is using.

2. Respond Appropriately. Use the detected language for responses if it is among the supported languages. If the language is not supported, the AI agent will respond in English.

Best practices for language support

• Enable Only Necessary Languages: Ensure that your support agents can handle the languages enabled to avoid miscommunication.
• Have Language Experts: Ensure that someone on your team speaks each enabled language to review conversations and gauge the AI agent’s performance.

Managing language preferences

While the AI agent starts in the default language, customers can change the chat language using one of the following methods:

• Autodetect: If a customer types a message of at least three words and 20 characters in an enabled language, the AI agent will try to identify and switch to that language.
• Language Name: If a customer types the exact name of an enabled language (e.g., “French” or “Français”), the AI agent will switch to that language.

By following these steps, you can effectively manage and tailor your AI agent’s multilingual support to provide a consistent and engaging user experience with MessageMind™.

Use the Actions builder to call any HTTP endpoint your business exposes, like order lookups, account changes, or ticket creation. Map fields from the conversation to the request body, and the agent will call the API when the conversation needs it.

Native, OAuth-based integrations with Shopify, WooCommerce, Wix, BigCommerce, and Squarespace. The agent can answer about orders, inventory, tracking, and product details without you wiring anything up.

Integrate MessageMind™ with booking platforms to streamline scheduling and offer seamless booking experiences to your customers. Currently, MessageMind™ supports integration with Calendly and Booking.com, allowing your AI Agent to manage and offer booking options directly through the chat.

Getting started

To get started, from your MessageMind dashboard, navigate to the upper menu and click on AI Settings.

Next, within the AI Settings menu, click on Integrations.

Integrating with Booking Platforms

To connect to your booking platform, there are specific guides and tutorials available below based on the desired booking tool, including Calendly and Booking.com.

Install the MessageMind™ app from the Shopify App Store. Authorize the required scopes, choose which channels the agent should answer on, and you’re live. The walkthrough below shows the full flow end-to-end.

Watch: connect MessageMind™ to your Shopify store in under 3 minutes.

Integration steps

1. Open the Integrations tab in MessageMind™ and select Shopify.

2. Authorize MessageMind™ against your Shopify store. You’ll be redirected back once the OAuth flow completes.

3. Confirm the data scopes (orders, products, customers, inventory) and choose which channels the agent should answer on.

If you encounter any issues or need further assistance, please reach out to our support team via the Help section in your MessageMind™ dashboard.

Connect your WooCommerce store to MessageMind™ to give the AI Agent live access to your catalog, orders, customers, and inventory. Watch the walkthrough below, or follow the written steps.

Watch: connect MessageMind™ to your WooCommerce store step-by-step.

Finding necessary information

• Store URL: This is the URL of your WooCommerce store.
• Consumer Key and Consumer Secret: You can find these in the WooCommerce settings under Advanced › REST API. Create a new key and copy the credentials. Follow WooCommerce’s documentation for detailed steps.

Integration steps

1. In the Integrations tab, select WooCommerce.

2. Enter your Store URL, Consumer Key, and Consumer Secret.

3. Click Connect to establish the connection.

By following these steps, you can integrate your WooCommerce store with MessageMind™ and leverage AI-powered functionalities to streamline order processing, customer service, inventory management, and personalized recommendations. If you encounter any issues or need further assistance, please reach out to our support team via the Help section in your MessageMind™ dashboard.

Before connecting your Wix store, you will need specific credentials. Below is a guide on how to find the necessary information for each platform, followed by the steps to integrate it with MessageMind™.

Finding necessary information

• API Key or App ID: You can find this by creating an API key in your Wix Developer dashboard.
• API Secret: Generated alongside the API key in the Wix Developer dashboard. Follow Wix’s guide for detailed steps.

Integration steps

1. In the Integrations tab, select Wix eCommerce.

2. Enter your API Key or App ID and API Secret.

3. Click Connect to synchronize your data.

By following these steps, you can integrate your Wix store with MessageMind™ and leverage AI-powered functionalities to streamline order processing, customer service, inventory management, and personalized recommendations. If you encounter any issues or need further assistance, please reach out to our support team via the Help section in your MessageMind™ dashboard.

Before connecting your BigCommerce store, you will need specific credentials. Below is a guide on how to find the necessary information for each platform, followed by the steps to integrate it with MessageMind™.

Finding necessary information

• API Token, Client ID, and Store Hash: These can be found by navigating to the BigCommerce control panel, going to Settings › API Accounts, and creating a new API account. Follow BigCommerce’s documentation for detailed steps.

Integration steps

1. In the Integrations tab, select BigCommerce.

2. Provide your API Token, Client ID, and Store Hash. Click Connect to enable the integration.

By following these steps, you can integrate your BigCommerce store with MessageMind™ and leverage AI-powered functionalities to streamline order processing, customer service, inventory management, and personalized recommendations. If you encounter any issues or need further assistance, please reach out to our support team via the Help section in your MessageMind™ dashboard.

Before connecting your SquareSpace store, you will need specific credentials. Below is a guide on how to find the necessary information for each platform, followed by the steps to integrate it with MessageMind™.

Finding necessary information

• Secret API Key: You can generate this in your SquareSpace Developer settings under API Keys. Follow SquareSpace’s guide for detailed steps.

Integration steps

1. In the Integrations tab, select SquareSpace.

2. Enter the Secret API Key in the field provided.

3. Click Connect to link your store.

By following these steps, you can integrate your SquareSpace store with MessageMind™ and leverage AI-powered functionalities to streamline order processing, customer service, inventory management, and personalized recommendations. If you encounter any issues or need further assistance, please reach out to our support team via the Help section in your MessageMind™ dashboard.

Follow these steps to connect Calendly to your MessageMind™ AI Agent.

Step-by-step guide to connect Calendly

1. Access AI Settings: From your MessageMind dashboard, navigate to the upper menu and click on AI Settings.

2. Go to Integrations: Within the AI Settings menu, click on Integrations.

3. Find Booking Integrations: Scroll down to the Booking Integrations section.

4. Connect Calendly: Locate Calendly in the list of booking options and click on it. Click on the Connect Calendly button.

5. Authorize Calendly: A Calendly pop-up will appear, prompting you to log in to your Calendly account. Enter your credentials and log in.

6. Select an Event: After logging in, you will be redirected to a page where you can select one event type for your AI Agent to manage and offer to your clients. You can choose from two types of events:

   • Unsupported Events: The AI Agent can manage availability, send booking links, and handle meeting deletions.
   • Supported Events: Includes all the features of unsupported events plus the ability for the AI Agent to book consultations directly for your clients.

7. Choose an Event Type: Select either an unsupported or supported event type based on your needs.

8. Save the Integration: After selecting your event type, click Save to confirm your settings.

9. Integration Complete: Your MessageMind™ AI Agent is now connected to Calendly! It will use the selected event type to offer booking options to your clients seamlessly.

With this integration, your AI Agent can efficiently manage bookings and enhance your customer service by providing direct scheduling options within the chat, reducing the need for manual back-and-forth communication.

For hospitality clients with Booking.com partner access. Connect via the Booking.com Connectivity Partner Program. Your account manager will provision the API credentials.

Manage users and permissions

Add a user

1. On the MessageMind dashboard, click on your profile name, then select Team.

2. Click on Add Team. Enter the new team member’s name and email.

3. Choose a permission level for the user from the options listed.

4. Click Send Invitation. The team member will receive an invitation email with a signup link.

The new user will now appear in your team member list.

Delete a user

1. On the MessageMind dashboard, click your profile name, then select Team.

2. In the user list, click the Delete button beside the user you want to delete.

3. Confirm the deletion by clicking Delete. The user will be removed from the list.

User roles and permissions

• Admin: Full access, except for editing or deleting team roles.
• Inbox Manager: Full access to the web inbox, can edit, assign, and transfer chats or agents.
• Agent: Can read all content but only edit and manage chats assigned to them.
• Basic Agent: Can only view and manage their own assigned chats.

Only Owners can add or remove team members.

Permissions matrix

Manage your user profile

Update your profile information

To update your profile (e.g., name, password, company name):

1. On the MessageMind dashboard, click your profile name and select General.

2. Make the necessary changes to your profile details, then click Save.

Testing allows you to interact with your AI Agent as your customers would, replicating their experiences and observing how your AI Agent handles various inquiries.

Get started with testing

Once your knowledge base is connected to your AI Agent, follow these steps to begin testing:

1. In your MessageMind dashboard, navigate to the upper menu and click AI Settings.

2. Click on AI Sandbox.

3. The MessageMind Playground will launch.

4. Type a message in the chat and press Enter to see how your AI Agent responds.

5. On the left side of the Playground, you can customize your AI Agent by editing the length of the text, adjusting the tone, and adding specific issues to address. After making your edits, click Save to test the new configurations.

6. Continue testing by sending various messages and inquiries.

Customize your AI Agent

On the left side of the Playground, you can customize your AI Agent with the following features:

1. Name of your AI Employee

Personalize your AI Agent by changing its name to better fit your brand or desired customer interaction style. Enter the new name in the provided text box, and your AI Agent will use this name in all interactions.

2. Text Length

Adjust the response length of your AI Agent to match your needs:

• Short (Recommended): Provides brief and concise answers, making interactions quick and efficient for users.
• Medium: Balances detail with brevity, offering clear and engaging responses while maintaining conciseness.
• Long: Offers more comprehensive and detailed replies for scenarios where in-depth information is needed.

Select the response length that best suits the nature of your inquiries and audience expectations.

3. Tone Settings

Define the tone of your AI Agent to reflect the desired personality and style. You can select up to two tones from the following options:

• Professional and Formal
• Friendly and Casual
• Empathetic and Supportive
• Concise and Direct
• Informative and Educational
• Enthusiastic and Energetic
• Adaptive and Personalized
• Humorous and Witty
• Respectful and Inclusive
• Reassuring and Confident

Choose tones that align with your brand’s voice and the user experience you want to provide.

4. Have a Specific Issue?

If there are specific issues or adjustments you want to make to your AI Agent’s responses, use the open text box to describe your needs. This feature allows you to:

• Request specific phrase changes.
• Address unique customer concerns or scenarios.
• Provide other customization instructions to refine your AI Agent’s behavior.

Save and test your changes

After making your edits in each section, click Save to apply the changes. Test the new configurations by continuing to interact with your AI Agent in the chat, ensuring the updates meet your expectations.

Watch: connect MessageMind™ to your Instagram Business account.

Getting an Instagram Business account

To set up an Instagram business account, you need to create an Instagram account or use an existing Instagram account.

Prerequisites

1. Facebook Business Account: Ensure it has no outstanding issues.

2. Facebook Business Page: This page must be connected to your Facebook Business Account.

3. Instagram Account: Ensure it is a Professional or Creator account and is fully connected to your Facebook Page and Business Account.

Once these are set up, you’re ready to proceed!

Step-by-step guide

1. Sign In with Facebook

• Click on “Continue with Facebook”.
• A login screen will appear. Sign in to your Facebook account.
• After logging in, choose your preferred verification method.
• Enter the code you receive to complete the login process.

2. Edit Previous Settings (if applicable)

If this isn’t your first time connecting to messagemind.ai:

• A popup menu will appear.
• Click on “Edit Previous Settings” to update your configuration.

3. Opt In to Current Pages

• Look for the dropdown labeled “Opt in to current Pages only”.
• Select the Facebook Business Page you want to connect. Double-check to ensure you’ve chosen the correct page.
• Click on “Continue”.

4. Select Business Portfolio

• In the same dropdown menu, select the Business Portfolio linked to the chosen Facebook Business Page.

5. Connect Instagram Account

• Locate the Instagram account you want to connect from the list.
• Select the correct account.

6. Review and Save

• Review the access requests.
• Click “Save” and then “Got It” to finalize the connection.

Troubleshooting

If you encounter any issues, refer to the in-product tutorial for guidance, or contact MessageMind support for additional help.

Congratulations! You have successfully connected your Instagram account to MessageMind.

Watch: connect MessageMind™ to your Facebook Messenger inbox.

Introduction

This section will walk you through the basics of setting up a Facebook Messenger Channel with MessageMind. You will learn how to create a Facebook Business Page, connect your Facebook Business page, and configure your Facebook Messenger Channel to meet your business needs.

Getting a Facebook Business Page

A Facebook Business Page is a way for businesses, brands, and organizations to reach their customers. The following section describes the requirements to get one.

Prerequisites

1. Facebook Business Account: Ensure it has no outstanding issues.

2. Facebook Business Page: This page must be connected to your Facebook Business Account.

Once these are set up, you’re ready to begin!

Step-by-step guide

1. Sign In with Facebook

• Click on “Continue with Facebook”.
• A login screen will appear. Sign in to your Facebook account.
• After logging in, choose your preferred verification method.
• Enter the code you receive to complete the login process.

2. Edit Previous Settings (if applicable)

If this isn’t your first time connecting to messagemind.ai:

• A popup menu will appear.
• Click on “Edit Previous Settings” to update your configuration.

3. Opt In to Current Pages

• Look for the dropdown labeled “Opt in to current Pages only”.
• Select the Facebook Business Page you want to connect. Double-check to ensure you’ve chosen the correct page.
• Click on “Continue”.

4. Select Business Portfolio

• In the same dropdown menu, select the Business Portfolio linked to the chosen Facebook Business Page.

5. Review and Save

• Review the access requests.
• Click “Save” and then “Got It” to finalize the connection.

Troubleshooting

If you encounter any issues, refer to the in-product tutorial for guidance, or contact MessageMind support for additional help.

Congratulations! You have successfully connected your Facebook Messenger account to MessageMind.

Watch: sign up for WhatsApp Business Platform (API) and connect it to MessageMind™.

WhatsApp API is designed for medium to large companies that want to use WhatsApp with multiple users. It presents an attractive opportunity for businesses to broadcast messages to a wider audience and monitor agents’ and teams’ performances. However, WhatsApp API does not come with an interface to send and receive messages. Fortunately, MessageMind™ solves that problem by providing you with an easy-to-use messaging platform that allows businesses to easily sign up and connect to the WhatsApp API.

Pre-requisites to sign up for a WhatsApp Business Platform (API) account

Here are a few things you need to prepare and understand before getting a WhatsApp Business Platform (API) account:

• MessageMind™ account
• Phone Number
• Meta Business Manager (MBM)

MessageMind account

You’ll need a MessageMind™ account to get access to the platform for the WhatsApp API sign-up process.

Phone number

• The phone number used for WhatsApp Business Platform (API) must be valid (can receive SMS or phone call for OTP verification).
• If you want to use a number connected to your personal WhatsApp or WhatsApp Business App, you must first delete your account.
• Your phone number must not be from any of these restricted countries: Crimea (+7978), Cuba (+53), Iran (+98), North Korea (+850), Syria (+963).

Meta Business Manager

• You need a Meta Business Manager (MBM) to sign up for a WhatsApp Business Platform (API) account. However, if you currently do not have one, you can create one during the embedded sign-up process.
• Ensure that your business adheres to the WhatsApp Business Messaging Policy.
• When filling out your business info in your MBM, ensure that your website is valid.

Steps to sign up for WhatsApp Business Platform (API) and connect your channel on MessageMind

1. On the MessageMind platform’s Channel Settings.

2. Click on WhatsApp Business Platform (API) from the Channel Catalog › click Connect.

3. Click Connect With Facebook and log in to your Facebook account.

4. Click Continue to grant permissions for messagemind.ai to manage your WhatsApp Business account and billing.

5. Select an existing Meta Business account or create a new account. (The following steps will show you the steps to create a new Meta Business account.)

6. Fill in your Business details and make sure your website is valid › click Next.

7. Under Choose a WhatsApp Business account, select Create a WhatsApp Business account. Under Create or select a WhatsApp Business profile, select Create a new WhatsApp Business profile › click Next.

8. Fill in your business details as necessary › click Next.

9. Add your WhatsApp phone number and choose a verification method.

10. Verify your phone number with the 6-digit verification code › click Next.

11. Click Finish.

12. Select the phone number to be connected and click Done to complete the setup.

Send a test message

Once you have successfully signed up and connected your WhatsApp Business Platform (API) Channel, you can send test messages to your WhatsApp Business Account and reply to messages on the MessageMind platform.

• Send a test message: Use the link https://wa.me/{phoneNumber} to start sending test messages to your WhatsApp Business account.
• Reply to the test message: Navigate to the Inbox section in the MessageMind platform to send a reply.

What’s next?

You’ve successfully signed up for a WhatsApp Business Platform (API) account and connected the Channel to MessageMind.

Watch: install the MessageMind™ website chat widget on WordPress.

Adding a web chat widget to your WordPress website is a quick and easy process. It does not require any coding skills or technical knowledge.

Setting up for installation

In order to install a web chat widget on WordPress, you will need the following:

• Access to your website’s WordPress Dashboard.
• A code snippet for your web chat widget.

If you don’t have a code snippet already, you will generate one when creating a messagemind.ai Website Chat Widget.

For successful installation, ensure your website chat widget is activated. Here is how to do so:

Go to messagemind.ai Settings › select Channels › select the Website Chat channel › click Activate Website Chat.

Installing on WordPress

Step 1: Log in to WordPress

Navigate to your website’s WordPress Admin Dashboard and log in.

Step 2: Navigate to the Plugins Page

From the left navigation panel, click on Plugins. On the Plugins Page, press the blue Add New button on the top of the page.

Step 3: Add New Plugin

Using the search bar, search for the Insert Header and Footers plugin. You will see many options on the search result page that you can use, but we will be using the “Insert Header and Footers” plugin by WPBeginner for this tutorial. Press the Install Now button and make sure you activate the plugin to make use of it.

Step 4: Open Headers and Footer Console

From the left navigation menu, click on Settings and select the Insert Headers and Footers plugin from the settings submenu.

Step 5: Add the Live Chat Script

Copy your plugin script from messagemind.ai and paste it into the Script in Footer section of the Header and Footer console page.

Once you have pasted the script, click on the blue Save button at the bottom of the page.

Done!

Open the website and check out the chat plugin. You will find it in the bottom-right corner. Now your website visitors can chat effortlessly with you. If you used the code snippets generated from the messagemind.ai platform, you will be able to manage the conversations and update the appearance of the widget from the Platform.

Watch: install the MessageMind™ website chat widget on Shopify.

Adding a web chat widget to your Shopify store is a quick and easy process. It does not require any coding skills or technical knowledge.

Setting up for installation

In order to install a web chat widget on Shopify, you will need the following:

• Access to your Shopify account.
• A code snippet for your web chat widget.

If you don’t have a code snippet already, you will generate one when creating a messagemind.ai Website Chat Widget.

For successful installation, ensure your website chat widget is activated. Here is how to do so:

Go to messagemind.ai Settings › select Channels › select the Website Chat channel › click Activate Website Chat.

Installing on Shopify

Step 1: Log in to Shopify

Log in to your Shopify account and click on “Online Store” on the navigation bar.

Step 2: Click on Edit Code

Navigate to the Themes section. Here, click on the Actions dropdown menu and select the Edit Code option.

Step 3: Paste the Script

Copy your plugin script from the messagemind.ai platform. On the left panel of the Edit Code Page, click the Sections folder to expand it. Press the footer.liquid section and paste the chat plugin script at the bottom of the code, right before the closing </body> tag.

Once you have pasted the script into the appropriate section, press the purple Save button on the top left.

Done!

Open the website and check out the chat plugin. You will find it in the bottom-right corner. Now your website visitors can chat effortlessly with you. If you used the code snippets generated from the messagemind.ai platform, you will be able to manage the conversations and update the appearance of the widget from the Platform.

Adding a web chat widget to your Wix website is a quick and easy process. It does not require any coding skills or technical knowledge.

In order to install a web chat widget on Wix, you will need the following:

• Access to your Wix account.
• A code snippet for your web chat widget.

If you don’t have a code snippet already, you will generate one when creating a messagemind.ai Website Chat Widget.

For successful installation, ensure your website chat widget is activated. Here is how to do so:

Go to messagemind.ai Settings › select Channels › select the Website Chat channel › click Activate Website Chat.

Installing on Wix

Step 1

Sign in to your Wix Account.

Step 2

Navigate to Settings › Advanced Settings › Tracking & Analytics › + New Tool › Custom.

Step 3

Add the code snippet generated from the messagemind.ai platform to the “paste the code snippet here” field.

Step 4

Complete the form as required and click Apply to save the changes.

Adding a web chat widget to your Squarespace website is a quick and easy process. It does not require any coding skills or technical knowledge.

Setting up for installation

In order to install a web chat widget on Squarespace, you will need the following:

• Access to your Squarespace account.
• A code snippet for your web chat widget.

If you don’t have a code snippet already, you will generate one when creating a messagemind.ai Website Chat Widget.

For successful installation, ensure your website chat widget is activated. Here is how to do so:

Go to messagemind.ai Settings › select Channels › select the Website Chat channel › click Activate Website Chat.

Installing on Squarespace

Step 1: Log in to Squarespace

Log in to your Squarespace account. Under the Websites tab, select the website to which you want to add the plugin.

Step 2: Open settings

From the left navigation panel, select Settings.

Step 3: Open Advanced Settings

From there, navigate to the Website section and click on Advanced.

Step 4: Open the Code Injection Console

From the advanced settings menu, select Code Injection.

Step 5: Paste the Script

Copy your plugin script from messagemind.ai and paste the script into the Footer section.

Once you have pasted the code, press Save on the top left.

Done!

Open the website and check out the chat plugin. You will find it in the bottom-right corner. Now your website visitors can chat effortlessly with you. If you used the code snippets generated from the messagemind.ai platform, you will be able to manage the conversations and update the appearance of the widget from the Platform.

Adding a web chat widget to your ClickFunnels website is a quick and easy process. It does not require any coding skills or technical knowledge.

Setting up for installation

In order to install a web chat widget on ClickFunnels, you will need the following:

• Access to your ClickFunnels account.
• A code snippet for your web chat widget.

If you don’t have a code snippet already, you will generate one when creating a messagemind.ai Website Chat Widget.

For successful installation, ensure your website chat widget is activated. Here is how to do so:

Go to messagemind.ai Settings › select Channels › select the Website Chat channel › click Activate Website Chat.

Installing on ClickFunnels

Step 1: Log in to ClickFunnels

Log in to your ClickFunnels account.

Select the funnel where you want to add the MessageMind chat widget from the dashboard.

Step 2: Open Funnel Settings

After selecting the desired funnel, click on the Settings option in the top menu.

A popup or settings page will appear.

Scroll down to the Footer Code section.

Step 3: Add the Widget Code

Paste the MessageMind Widget Code:

In the Footer Code section, paste the MessageMind chat widget code.

Save the changes.

Step 4: Save and Test

Save Your Changes: Ensure you save the funnel settings after pasting the widget code.

Preview Your Funnel: Open the live page or funnel to ensure the chat widget is visible and functional.

Test Across Devices: Verify that the chat widget appears correctly on both desktop and mobile views.

Done!

Open the website and check out the chat plugin. You will find it in the bottom-right corner. Now your website visitors can chat effortlessly with you. If you used the code snippets generated from the messagemind.ai platform, you will be able to manage the conversations and update the appearance of the widget from our platform.

To continuously improve your AI agent’s performance and enhance user satisfaction, it is crucial to analyze past interactions. Reviewing historical conversations allows you to identify patterns, understand user needs, and pinpoint areas where your AI might be falling short. Here’s a guide on how to effectively use past conversations to measure success and make data-driven improvements:

1. Identify key performance metrics

• Define what success looks like for your AI agent. Common metrics include response accuracy, user satisfaction, completion rates of tasks, and engagement levels.
• Utilize these metrics to assess how well your AI is performing against your set goals.

2. Analyze conversation patterns

• Review conversations to detect frequent questions, common issues, and areas where the AI excels or struggles.
• Look for repeated user feedback, especially where users express confusion or dissatisfaction, as these are critical improvement areas.

3. Evaluate response accuracy and relevance

• Check how accurately and relevantly your AI agent is responding to user queries. Highlight instances where the AI provided incorrect or vague answers.
• Track instances where the AI failed to understand user intent or required users to rephrase questions multiple times.

4. Monitor user sentiment

• Use sentiment analysis tools to gauge the emotional tone of user interactions. Positive sentiment indicates satisfactory experiences, while negative sentiment can highlight areas needing improvement.
• Focus on improving responses in conversations that had a negative sentiment to enhance the overall user experience.

5. Incorporate feedback loops

• Implement mechanisms for users to provide feedback on the AI’s performance directly within the conversation. This could be through ratings, comments, or specific feedback prompts.
• Use this feedback to refine the AI’s responses and adjust the training data accordingly.

6. Refine and retrain your AI model

• Based on the insights gathered, update your AI’s knowledge base and refine the response generation logic.
• Retrain your AI model periodically using improved datasets derived from past conversations, focusing on areas identified as needing enhancement.

7. Set up continuous monitoring

• Establish ongoing monitoring of conversations to catch new issues early. This proactive approach ensures that your AI agent evolves along with changing user needs and expectations.
• Use dashboards or analytics tools to keep track of performance metrics and improvement areas in real-time.

8. Test and validate improvements

• After making changes, validate the improvements by testing the AI with real or simulated conversations. Ensure that the modifications result in better responses without introducing new issues.
• Continue to iterate based on the outcomes of these tests, refining your AI agent’s capabilities over time.

By regularly reviewing past conversations, you gain valuable insights into your AI agent’s performance and areas for improvement. This process not only helps in troubleshooting current issues but also empowers you to proactively enhance your AI’s effectiveness, leading to a better overall user experience and achieving your desired success metrics.

MessageMind’s AI Training feature includes a powerful Reviews module designed to help businesses collect valuable customer feedback and enhance their online reputation. By integrating a review link directly into your AI Agent’s workflow, MessageMind makes it easy to encourage satisfied customers to share their experiences publicly.

How it works

1. Add a Review Link

   • Click on the AI Settings section of the MessageMind dashboard, click on AI Training, and navigate to the Reviews tab.
   • Enter the review link where you want customers to leave feedback (e.g., Google Reviews, Yelp, or a custom survey page).

2. Automated Feedback Requests

   • MessageMind’s AI Agent is trained to detect satisfied customers during interactions.
   • At the right moment, the AI Agent will politely prompt these customers to leave a review using the provided link.

3. Continuous Feedback Loop

   • As reviews are submitted, businesses gain valuable insights into customer satisfaction.
   • Positive reviews contribute to building trust and improving the business’s online presence.

Key benefits

• Increased Review Volume: The AI Agent automatically encourages satisfied customers to share feedback, ensuring a steady stream of reviews.
• Enhanced Reputation Management: More positive reviews boost your business’s reputation, making it more appealing to potential customers.
• Actionable Feedback: Even when feedback is private, it provides insights for improving customer service and resolving potential issues.
• Effortless Integration: Setting up the review process is quick and easy, requiring minimal maintenance once the review link is added.

Getting started

1. Set Up Your Review Link

   • Go to the AI Settings section of your MessageMind dashboard.
   • Click on AI Training, then on the Reviews tab and paste the URL for your preferred review platform.

2. Train Your AI Agent

   • Ensure your AI Agent is trained to detect and respond appropriately to satisfied customers.
   • Use sample interactions to fine-tune the timing and tone of review prompts.

3. Monitor and Respond to Reviews

   • Regularly check your review platform for new feedback.
   • Respond to reviews to show appreciation and address concerns, fostering stronger customer relationships.

4. Analyze Trends

   • Use feedback trends to identify strengths and weaknesses in your service or product offerings.
   • Adapt your strategy based on recurring themes in customer reviews.

Best practices

• Encourage Honest Feedback: Assure customers that all feedback is valuable, whether positive or constructive.
• Avoid Overwhelming Customers: Prompt customers for reviews only when they’ve had a positive and impactful interaction.
• Follow Up: Thank customers for their reviews and communicate any improvements made based on their feedback.

With the Reviews module in MessageMind, businesses can effortlessly generate customer feedback, improve their online reputation, and make informed decisions to enhance customer satisfaction. This feature empowers businesses to build trust and loyalty, one review at a time.

Explore how META’s pricing structure works for customer conversations. Instead of charging per message, fees are based on the type and duration of each conversation. Learn more below.

Overview

META doesn’t charge for individual messages. Instead, you are charged for conversations, which are defined as chats between you and a customer that last for 24 hours.

Categories

Template conversations fall into categories. There are three types:

• Marketing: When you send messages about promos, updates, or invites.
• Utility: These help with specific requests, like confirming transactions.
• Authentication: Used to verify users, like one-time passcodes during login.

Customer Service Window

When a customer messages you on WhatsApp, there’s a 24-hour timer. While it’s running, you can send different types of messages. During this duration, businesses can converse with the customers in any free-form or normal text messages. After 24 hours, you can only send template messages.

Conversation Duration

Most conversations on WhatsApp last 24 hours. If a new conversation starts, it resets the timer.

How Marketing, Utility & Authentication conversations are charged

• Other than service conversation, all other conversation initiated from the business end needs to be done by sending a template.
• On sending a template message now, each of the templates opens up a 24-hour window of that type of conversation.
• Once the message is delivered, the pricing will be charged based on the conversation type window opened.
• If a customer replies, a business can then send any free-form or normal text message.

Free Tier Conversations

You get 1,000 free service conversations every month. They reset at the beginning of each month.

Free Entry Point or Service Conversations

These start when a customer messages via a Click to WhatsApp Ad or a Facebook Page Call-to-Action button. It lasts 72 hours, and you can send any message in that time without extra charges.

WhatsApp New Conversation Pricing in USD

WhatsApp Conversation Pricing in USD

Discover MessageMind’s flexible pricing plans to maximize WhatsApp automation. Compare features, manage permissions, and access invoices with ease.

Choose your plan

MessageMind offers flexible pricing plans designed to unlock the full potential of AI Customer Support.

• Starter: Perfect for small businesses or solo entrepreneurs. Includes a 30-day free trial, then $99/month.
• Professional: Ideal for growing businesses seeking more advanced features and higher capacity.
• Enterprise: Designed for large organizations requiring comprehensive, customizable AI solutions.

Your subscription at a glance

The “Payment” section provides details about your active subscription, including:

• Plan name
• Billing frequency
• Plan start date
• Plan end date
• Option to change the plan and payment method

Additionally, you have access to your subscription invoices, providing a detailed breakdown of your billing history and payments in the “Invoice” section.

Current Plan

This section displays the name of your current subscription plan and outlines the features and services included.

Update Plan

Explore other subscription plans and switch to one that better suits your needs.

Cancel Plan

Allows you to cancel your subscription if necessary.

Add Payment Method

Provides the option to add or update your payment method.

Invoice History

Access your subscription invoices here. The invoices provide detailed information about your billing history, including:

• Breakdown of charges
• Payments
• Other financial records related to your subscription.