Chat Guide
Learn how to chat with AI assistants and get help from real humans when needed.
Quick Start
KwenTalk's chat system lets you interact with AI-powered assistants that can answer questions, search products, create bookings, and capture leads. When you need human help, just ask - a real person can join the conversation anytime.
For Customers
How to Start a Chat
- Visit a business page at
kwentalk.com/b/[business-name]or find businesses in the marketplace - Click the chat bubble or "Chat Now" button
- Type your question - the AI responds instantly 24/7
- Attach files if needed (images, PDFs - up to 2 files per message)
How to Request Human Help
- Type "speak to human" or click "Request Human Help" button
- Wait for notification - you'll see "Human agent is helping you"
- Continue the conversation with the human agent
- AI resumes automatically when the human finishes
Tips
- Be specific in your questions for better AI responses
- Upload product images to get relevant recommendations
- Ask about availability, pricing, or booking directly
- The AI remembers your conversation context
For Business Owners
How to Get Platform Help
KwenTalk includes a dedicated Support Assistant to help you with platform questions:
- Go to Dashboard → Support (LifeBuoy icon in sidebar)
- Ask questions like "How do I add a product?" or "How do bookings work?"
- Get instant answers from platform guides and documentation
- Review step-by-step instructions for complex tasks
You can also visit the Help Center at /help for browsing guides by category.
How to View Customer Conversations
- Go to Dashboard → Chats to see all conversations
- Click any conversation to view the full chat history
- See HITL badges indicating which chats need attention:
- 🟡 Yellow: Customer requested human help
- 🟢 Green: AI is handling
- 🔵 Blue: Human agent active
How to Take Over a Chat
- Open the conversation from the Chats page
- Click "Take Over" button in the chat header
- Send messages as a human agent
- Click "Release" or wait 15 minutes for auto-release back to AI
Settings & Configuration
| Setting | Location | What it does |
|---|---|---|
| System Prompt | AI Assistants → Settings | Customize AI personality and instructions |
| Tools Enabled | AI Assistants → Settings | Enable/disable product search, booking, lead capture |
| AI Model | AI Assistants → Settings | Choose between Claude Haiku, Sonnet, etc. |
FAQ
For Customers
Q: Is the response from a real person? A: By default, responses are from an AI assistant. If you need human help, type "speak to human" and a real person will join.
Q: Can I upload files? A: Yes! You can attach up to 2 images or PDFs per message (max 10MB each).
Q: Will my conversation be saved? A: Yes, your conversation history is saved and you can continue where you left off.
For Business Owners
Q: How do I know when a customer needs help? A: You'll see a badge count on the Chats tab and yellow indicators on conversations that need attention.
Q: What happens if I don't respond? A: The AI continues to help the customer. You can take over anytime.
Q: Can I see what the AI said? A: Yes, the full conversation including AI responses is visible in the chat history.
Troubleshooting
Issue: AI responses seem slow Solution: This usually means a complex tool is running (like product search). Wait a few seconds for results.
Issue: Customer says they requested human but no badge appeared Solution: Check the Chats page - the request should show there. If not, refresh the page.
Mobile App
How to Chat on Mobile
For Customers:
- Open the KwenTalk app and go to the Marketplace tab
- Find a business and tap Chat Now
- Type your message - AI responds instantly
- View chat history in the Chats tab
For Business Owners:
- Open the app and go to the Chats tab
- View all conversations with customers
- Tap a conversation to see full history
- Reply directly to take over from AI
Mobile Tips
- Use voice-to-text for faster typing
- Tap images in chat to view full size
- Pull down to refresh for new messages
- Badge counts show unread conversations