The AI assistant screen is where you teach the assistant how to talk to customers. Every change goes into a draft; customers only meet the draft after it passes the check and you put it live.
Who can do this: Owner, Manager, Assistant editor. These roles must turn on two-step verification.
Choose an assistant from the library
When your business has no assistant yet, the screen shows Choose an assistant for your business.
- Pick the one closest to how your business works (see the "Suits" line).
- Press Use this one. The assistant is created as a draft and does not answer customers yet.
Nothing for your industry yet? Choose "Customer care assistant" and add assistant documents. If your plan already has all the assistants it allows, the screen says Your plan has all the assistants it allows (see Plan). For now the screen manages one assistant per business.
What you can edit in the draft
The Status box shows which version is Live with customers and which is the Draft. Below it are the parts you can edit:
- Greeting: the sentence saying "this is an AI assistant" is required and cannot be changed. You can add your own greeting (up to 500 characters), sent right after the required sentence; if you write one, write both Vietnamese and English.
- How it answers: the business name the assistant uses, Tone and Instructions for the assistant (write them as you would brief a new staff member), each in Vietnamese and English.
- Details to ask customers: rename each detail and switch Required on or off (at least one detail must be required). Adding or removing details is not available on screen yet.
- What the assistant may do: switch off what you do not want the assistant to do on its own. What the intake flow needs stays on.
- Handing over to staff: add Keywords that hand over at once (separated by commas) and turn on Tell customers your opening hours with From – To times.
When you are done, press Save draft. To undo what you just typed, press Discard changes; to drop the whole draft, press Delete draft (the live version does not change).
Try it
On a computer the Try it panel is on the right; on a phone, press the Try it button.
- Choose the language the customer writes in.
- Type a message as a customer would and press Send.
- Press Start over to begin a new test.
The test uses the saved draft and your business's real documents. Nothing is sent to customers; requests created here are test requests and do not appear among your real requests. Do not enter real customer details. A test ends after 20 minutes without a message.
Check the draft
Before it reaches customers, the draft must pass a check of sample scenarios for your industry.
- Press Check the draft. It usually takes 1–3 minutes; you can leave the page.
- Passed: Check passed appears with how many scenarios were right and how many are needed, e.g. 18/20 (needs 18).
- Not passed: press Show scenarios that failed (2) (the number is how many failed) to see what went wrong (e.g. "No prices, no availability promises"), edit the draft, save and press Check again.
Edits after a check mean saving and checking again. Test chats and checks count towards Usage.
Put live for customers
- When the draft has passed, press Put live for customers.
- Confirm. New customers talk to this version right away; conversations already under way keep the old version until they end.
While no version is live, every customer who writes is handed straight to staff.
Go back to an earlier version
- Press Go back to version 2 (the previous version number) in the Status box, or Use this version under Versions.
- Confirm. New customers meet the earlier version right away, with no new check. Your draft (if any) is not affected.
What the assistant never does
Whatever the instructions say, the assistant always follows the COREBIZS safety rules:
- It never quotes prices and never confirms that a seat, vehicle or item is available. It collects the details, creates a request and tells the customer staff will get back to them.
- It always says it is an AI assistant in the first message; this cannot be turned off.
- It hands over to staff by the fixed rules below.
When the assistant hands over to staff
The assistant stops answering and hands the conversation to staff when:
- The customer asks for a person ("talk to someone", "human"…).
- The customer complains.
- The channel's reply window has passed (Zalo, TikTok 48 hours; Messenger, Instagram 24 hours).
- Your business has used up its AI limit or its plan's AI conversations.
- The AI service does not respond.
- Something the assistant does fails twice.
- The customer haggles over the price ("discount", "too expensive"…).
- The assistant has asked three times and still lacks a missing detail.
- The customer uses one of the hand-over keywords you added.
Staff get a notification and take over in Chats.