How to Set Up and Manage Your AI Employee in Chekkit

Chekkit’s AI Employee helps your business respond to customers faster, answer common questions, capture opportunities, and reduce the amount of repetitive work handled by your team.

Once trained, your AI Employee can respond through supported messaging channels using information you approve. It can also recognize when a conversation needs human attention and escalate it to your team.

✨ Benefits of Using the AI Employee

Your AI Employee can help your business:

Respond to customer questions quickly, including outside regular business hours
Provide consistent answers based on your business information
Reduce repetitive questions handled by staff
Capture and qualify potential leads
Guide customers toward next steps, such as requesting an appointment
Escalate sensitive or complex conversations to a team member
Track response rates, response times, and overall performance
Improve over time as you add knowledge, FAQs, documents, and training

📍 How to Access Your AI Employee Settings

Sign in to the Chekkit dashboard.
Select the appropriate location using the location picker in the upper-left corner.
Click the AI Employee button directly below the location picker.

The AI Employee menu will open, giving you access to its settings, knowledge, training, activity, and performance.

🚀 Initial Setup

When setting up an AI Employee for the first time, Chekkit will guide you through four main steps:

Add Website
Add Other Sources
Train AI
Deploy

Add Your Website

Enter your business website URL. The AI will scan the website and use its content to begin learning about your business.

You can also select the types of tasks you would like the AI Employee to help with, such as:

Answering customer questions
Generating and qualifying leads
Helping with appointment requests
Handling support inquiries

You can continue through the guided setup or skip directly to training the AI by chatting with it.

Overview

The Overview page provides a quick summary of your AI Employee’s current status and recent activity.

From this page, you can review:

Whether the AI Employee is active
Which channels it is responding through
Conversations that need your attention
Messages answered
Automatic response rate
Average response time
Escalations raised

The Overview page also includes shortcuts to frequently used areas, including Training, Knowledge Base, Topic Rules, Test AI, and Replies.

⚠️ Escalations

The Escalations page shows conversations that the AI Employee has identified as requiring human attention.

An escalation may be created when:

A customer asks to speak with a team member
The AI does not have enough information to answer confidently
A topic has been configured to escalate automatically
The request involves pricing, account changes, complaints, or other sensitive subjects
A lead or customer requires direct follow-up

Each escalation includes a summary to help your team quickly understand what the customer needs. Review this section regularly so that important conversations are not missed.

Replies

The Replies section controls when, where, and how your AI Employee responds.

AI Reply Mode

Use the reply mode setting to control whether the AI:

Replies automatically
Prepares responses for review
Remains turned off

Available options may depend on your account configuration.

Operating Hours

Choose whether the AI should respond:

During business hours
Outside business hours
At all times

Channels

Choose which supported messaging channels the AI Employee can use, including:

SMS
Your website Textchat widget

Notifications

You can enable notifications when the AI sends a customer-facing reply. Notifications are sent to the same users who would normally receive notifications for that conversation.

Remember to click Save changes after updating these settings.

Personality

The Personality section controls how your AI Employee sounds when speaking with customers.

Tone

Use the Tone field to describe the voice and communication style the AI should use.

For example, you may ask it to be:

Friendly and approachable
Professional
Concise
Knowledgeable without being overly technical
Warm and conversational

Custom Instructions

Custom Instructions provide more detailed guidance about how the AI should behave.

You can use this area to tell the AI:

What is its role
What information should it emphasize
What it should avoid saying
How should it ask follow-up questions
When it should direct someone to your team
How it should handle uncertain information

Clear instructions help the AI provide responses that better match your business and brand.

Topic Rules

Topic Rules tell the AI how to handle specific types of customer messages.

For each topic, you can instruct the AI to:

Respond
Escalate the conversation
Remain silent

Specific topic rules are checked before the default response behaviour.

Creating a Topic Rule

Open Topic Rules.
Click Add rule.
Enter a short name your team will recognize.
Describe the types of messages the rule should detect.
Add example customer messages to improve matching.
Choose how the AI should handle the topic.
Save the rule.

For example, you could create rules for:

Refund requests
Cancellation requests
Complaints
Pricing questions
Appointment changes
Requests to speak with a person

Use clear descriptions and realistic examples so the AI can identify the topic accurately.

🎯 Goals

Goals allow the AI Employee to work toward a specific outcome instead of only answering individual questions.

A goal can guide the AI through several steps during a conversation. Depending on your setup, goals could be used to:

Learn about a potential customer’s needs
Qualify a lead
Recommend relevant services
Demonstrate how the AI could help a particular industry
Gather information for a team member
Identify repetitive tasks that may be automated

The AI selects the goal that best matches the customer’s intent and works toward it while continuing to answer their questions.

Goals can be enabled or disabled individually.

📚 Knowledge Base

The Knowledge Base contains information the AI uses when answering customers.

Business Overview

Add a short, high-level summary describing:

What your business does
Who you serve
Your main products or services
Important information the AI should always remember

Knowledge Notes

Knowledge notes contain more specific information about individual topics.

Examples include:

Business hours
Service areas
Pricing information
Return or refund policies
Parking information
Appointment requirements
Contact details

To add a note:

Click Add knowledge.
Enter what the note is about.
Add the information the AI should know.
Add optional topic labels.
Save the note.

Keep each note focused on one subject whenever possible.

Documents

The Documents section allows you to provide additional reference material.

You can add information by:

Pasting text
Uploading a PDF
Uploading a CSV
Importing a Google Doc

When adding a document, include a clear name and description. This helps the AI understand when the document should be used.

Documents may include:

Service descriptions
Pricing guides
Policies
Product information
Internal reference material
Frequently asked questions
Customer instructions

The AI can begin using the document after it has been processed and indexed.

Websites

The Websites section shows the websites and individual pages your AI Employee has been trained on.

When you add a website, Chekkit processes the page and discovers additional pages from the same domain.

From this section, you can:

View indexed pages
Check processing status
Refresh a page
Remove individual pages
Remove an entire website
Add another website

Review the indexed pages periodically to ensure the AI is learning from current, relevant content.

FAQs

The FAQs section lets you create approved answers to common customer questions.

You can add FAQs manually or use Scan Messages to identify questions that customers have asked in previous conversations.

Auto-detected questions appear as drafts until an answer is added.

The FAQ page allows you to:

Search questions
Filter by status
Review how frequently a question was asked
Add or edit answers
Delete questions that are not useful

Adding answers to frequently asked questions is one of the easiest ways to improve the AI Employee’s accuracy.

🧠 Training

The Training page allows you to teach your AI Employee through a conversation.

You can explain your:

Business and services
Pricing
Hours
Policies
Contact information
Common customer questions
Preferred response style

The AI will ask questions and use the information you provide to improve its knowledge.

Suggested training prompts are available to help you get started, including:

Describe your business
Services and pricing
Common customer questions

Note: You can start a new training session at any time. Starting fresh clears the visible training conversation, but it does not remove information already saved to the AI’s knowledge base or profile.

📊 Usage

The Usage page shows how your AI Employee is performing.

You can review:

Messages answered by AI
Automatic response rate
Average response time
Total customer messages
Escalations
Daily activity
Detailed usage information

Use the date selector to review activity from the last:

7 days
30 days
90 days

These reports can help you understand how much work the AI is handling and where additional training may be needed.

🧪 Test AI

Before allowing the AI Employee to respond to customers, use Test AI to preview its answers.

Enter a question as though you were a customer. The AI will respond using its current:

Knowledge Base
Documents
Websites
FAQs
Personality
Instructions
Topic Rules

Responses are displayed as complete messages, similar to what a customer would receive through SMS.

Test a variety of questions, including:

Common questions
Unusual questions
Pricing requests
Policy questions
Requests for a team member
Topics that should trigger an escalation

Continue updating and testing the AI until its responses match your expectations.

Pausing the AI for a Conversation

Your team can take control of an individual conversation without turning off the AI Employee for every customer.

When the AI is paused, a banner will appear at the top of the conversation. Click the banner to resume AI replies for that conversation.

This is helpful when a customer requires personal attention or when a team member wants to continue the conversation directly.

✅ Best Practices

Keep your AI Employee accurate by reviewing it regularly. Update its knowledge whenever your services, pricing, hours, policies, or contact information change.
Test customer questions before deployment, review escalations, and check the FAQ page for unanswered questions. The more complete and current the information is, the more helpful the AI Employee will be.

Need Additional Help?

For additional assistance setting up or managing your AI Employee, contact the Chekkit Support team at support@chekkit.io