Create an AI Customer-Support Bot

Instructions

Prepare Your Knowledge Base

Gather the documents your chatbot will use to answer questions:

Recommended documents:

FAQ page content (copy-paste from your website)

Product/service descriptions

Pricing information

Return/refund policies

Common troubleshooting guides

If you do not have real documents, use the GWTH sample support docs from the Resources tab.

Clean the documents: remove headers/footers, navigation text, and anything that is not actual content.

Set Up Botpress

Create a free account on [Botpress](https://botpress.com).

Create a new bot
Go to the "Knowledge Base" section
Upload your documents — Botpress will automatically chunk and embed them
Wait for processing to complete (usually 1-2 minutes)

Botpress handles the entire RAG pipeline for you — chunking, embedding, retrieval, and generation. No configuration needed.

Configure the Bot Personality

Set up how your bot communicates:

Go to the "Agent" or "Instructions" section
Add these instructions:

> "You are a friendly, helpful customer support assistant for [your company name]. > - Always answer based on the knowledge base. If the answer is not in the knowledge base, say: 'I do not have information about that. Let me connect you with our support team at support@company.com.' > - Be concise — aim for 2-3 sentence answers > - Use a warm, professional tone > - If the customer seems frustrated, acknowledge their frustration before answering > - Never make up information. Only use what is in the knowledge base."

Set the bot name and welcome message
Configure the fallback behaviour (what happens when the bot cannot answer)

Test with Edge Cases

Thorough testing is critical before deployment. Test these scenarios:

Happy path:

"What is your refund policy?" (should find the answer)

"How much does [product] cost?" (should quote pricing)

"How do I reset my password?" (should give troubleshooting steps)

Edge cases:

"What is the meaning of life?" (should gracefully decline)

"I am really angry about my order" (should acknowledge frustration)

"Can I speak to a human?" (should provide handoff path)

"Tell me about your CEO's personal life" (should decline politely)

A question in a different language (test multilingual support)

For each test, note:

Was the answer accurate?

Was the source document correct?

Was the tone appropriate?

Refine the bot instructions based on your findings.

Deploy the Widget

Deploy your chatbot as an embeddable widget:

In Botpress, go to "Integrations" or "Deploy"
Select "Web Chat" or "Website Widget"
Copy the embed code (a small JavaScript snippet)
Paste it into any HTML page before the closing </body> tag

For testing, create a simple HTML file:

<!DOCTYPE html>
<html>
<head><title>Support Bot Test</title></head>
<body>
  <h1>Welcome to Our Support Page</h1>
  <p>Click the chat icon in the bottom right to get help.</p>
  <!-- Paste your Botpress embed code here -->
</body>
</html>

Open the file in your browser and test the full experience. The chat widget should appear in the bottom-right corner.

Instructions

Prepare Your Knowledge Base

Gather the documents your chatbot will use to answer questions:

Recommended documents:

FAQ page content (copy-paste from your website)

Product/service descriptions

Pricing information

Return/refund policies

Common troubleshooting guides

If you do not have real documents, use the GWTH sample support docs from the Resources tab.

Clean the documents: remove headers/footers, navigation text, and anything that is not actual content.

Set Up Botpress

Create a free account on [Botpress](https://botpress.com).

Create a new bot
Go to the "Knowledge Base" section
Upload your documents — Botpress will automatically chunk and embed them
Wait for processing to complete (usually 1-2 minutes)

Botpress handles the entire RAG pipeline for you — chunking, embedding, retrieval, and generation. No configuration needed.

Configure the Bot Personality

Set up how your bot communicates:

Go to the "Agent" or "Instructions" section
Add these instructions:

Set the bot name and welcome message
Configure the fallback behaviour (what happens when the bot cannot answer)

Test with Edge Cases

Thorough testing is critical before deployment. Test these scenarios:

Happy path:

"What is your refund policy?" (should find the answer)

"How much does [product] cost?" (should quote pricing)

"How do I reset my password?" (should give troubleshooting steps)

Edge cases:

"What is the meaning of life?" (should gracefully decline)

"I am really angry about my order" (should acknowledge frustration)

"Can I speak to a human?" (should provide handoff path)

"Tell me about your CEO's personal life" (should decline politely)

A question in a different language (test multilingual support)

For each test, note:

Was the answer accurate?

Was the source document correct?

Was the tone appropriate?

Refine the bot instructions based on your findings.

Deploy the Widget

Deploy your chatbot as an embeddable widget:

In Botpress, go to "Integrations" or "Deploy"
Select "Web Chat" or "Website Widget"
Copy the embed code (a small JavaScript snippet)
Paste it into any HTML page before the closing </body> tag

For testing, create a simple HTML file:

<!DOCTYPE html>
<html>
<head><title>Support Bot Test</title></head>
<body>
  <h1>Welcome to Our Support Page</h1>
  <p>Click the chat icon in the bottom right to get help.</p>
  <!-- Paste your Botpress embed code here -->
</body>
</html>

Open the file in your browser and test the full experience. The chat widget should appear in the bottom-right corner.

Create an AI Customer-Support Bot

What You'll Learn

Instructions

Prepare Your Knowledge Base

Set Up Botpress

Configure the Bot Personality

Test with Edge Cases

Deploy the Widget

Create an AI Customer-Support Bot

What You'll Learn

Instructions

Prepare Your Knowledge Base

Set Up Botpress

Configure the Bot Personality

Test with Edge Cases

Deploy the Widget

Command Palette

Command Palette

Create an AI Customer-Support Bot

What You'll Learn

Instructions

Prepare Your Knowledge Base

Set Up Botpress

Configure the Bot Personality

Test with Edge Cases

Deploy the Widget

Create an AI Customer-Support Bot

What You'll Learn

Instructions

Prepare Your Knowledge Base

Set Up Botpress

Configure the Bot Personality

Test with Edge Cases

Deploy the Widget