Editorial guidance · Nov 7, 2026 · Prices retain their own check dates
Start with an approved knowledge base and draft-only replies. Let AI answer routine questions from those sources, say when it does not know, and hand exceptions to a person.
Tidio
Explore website support
Bringing live chat and AI-assisted support to a small business website.
Write short, approved answers for real opening hours, contact options and policies. Assign an owner and a review date. Do not copy promises from a generic template. If your policy does not answer a question, the assistant should say so instead of inventing a policy.
Set clear boundaries
Start with public information only. Do not expose customer records or allow the tool to authorise refunds, discounts, bookings or account changes. Treat messages and uploaded documents as untrusted input: they must not override your rules or reveal internal instructions and data.
Test the hand-off
Ask both ordinary and awkward questions: a product you do not sell, an expired offer, a mixed English/French request and a demand to ignore the rules. Confirm that the assistant does not fabricate facts and that a customer can reach a human. Track mistakes within your approved support process, not by adding tracking to this finder.
Try it, safely
Create a small approved FAQ with sources and an owner.
Trial answers internally with fictional enquiries.
Check unknown questions, hostile instructions and escalation.
Start in draft-only mode, then expand only after privacy and quality review.
A prompt to start with
Replace the brackets with non-sensitive, approved facts. Nothing typed here is sent to an AI service.
Draft a reply using ONLY the approved FAQ below. Do not invent prices, policies, deadlines or refunds. If the FAQ is insufficient, say a team member must help. Do not include private information. Customer question: [fictional question]. Approved FAQ: [public facts].
Common questions
Should a customer chatbot handle refunds?
Not by default. Keep commitments such as refunds, discounts and account changes behind an authorised human approval or a separately governed business process.
Independent editorial guidance, not sponsored placement. Features, eligibility and prices can change. The product and pricing links above are the source of truth for current plans. Confirm licences and privacy requirements before using business information.
