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Captain

Read more about Captain, our AI agent designed specifically for customer support.
Pranav Raj
By Pranav Raj
• 6 articles

Creating an assistant with Captain

The Assistant in Captain is built to help answer customer questions, provide solutions, and assist with product-related issues. It learns from your help center articles and past conversations to give accurate responses. When linked to an inbox, it can handle conversations directly with your customers. How to create an assistant in Captain? If you’re using a paid plan on Chatwoot Cloud, you’ll find the Captain menu on the left-hand sidebar. Under this menu, you’ll see options for Assistants, Documents, and FAQs. Click on Assistants. You will see a page like the one give below. Click on Create a new Assistant button. Here are the fields currently available in the form to create an assistant: | Field Name | Description | Default | Required | | -- | -- | -- | --| | Assistant Name | This is the internal name of the assistant | -- | Yes | | Description | Provide a description of the assistant on what it does. Note: This is not an instruction to the assistant | -- | Yes| | Product Name | This is important. The assistant is built around the product, having the product name would help it to identify the content gaps and the questiosn from the user | -- | Yes | | Features: Enable FAQs from resolved conversations | If you enable this option, the Captain Assistant would try to identify the gaps in your help center article and would suggest with new FAQs, refer to FAQ document for more | false | No | | Features: Capture key details as memories from customer interactions | If enabled, this would try to identify key details from conversations and would save it in the notes | false | No | Once you’ve entered the details, click Create, and your assistant will be added to your account! You can create multiple assistants to handle different use cases if needed. How do you connect an assistant to inboxes? Adding an assistant to your account doesn’t automatically connect it to all the inboxes. You’ll need to manually link each assistant to the relevant inboxes where it’s required. This gives you the flexibility to assign assistants based on specific products, or customer segments. To connect an assistant, click on the three-dot menu next to the assistant details. From the dropdown, select View Connected Inboxes. This will take you to a page displaying all the inboxes linked to the assistant. From there, you can manage the connections. Note: Each inbox can only be connected to one assistant at a time. Click on Connect a New Inbox to see a list of available inboxes. Select an inbox from the list and connect it. That’s it! The assistant is now live on the inbox. Give it a try—send a message in your chat and see if it responds with the initial greeting. You can deploy the assistant on any available inbox, whether it’s live chat, WhatsApp, Instagram, email, or more. Great! The assistant has been set up successfully. However, at this stage, it doesn’t have any knowledge about your business and the product. After the initial greeting, the assistant will attempt to transfer the conversation to an agent. To give the assistant context about your product, you can add documents. Learn more about documents in this article.

Last updated on Jan 29, 2025

Creating a document in Captain

A document in Captain acts as a knowledge resource for the assistant. By linking your help center or guides, Captain can analyze the content and effectively assist with customer inquiries. Currently, we support website URLs as sources, but we’re planning to expand this to include PDF files and Notion documents in the future. How to create a document? On the sidebar menu, click on the Documents option under Captain. You will see a page like the one below. By clicking on Create a New Document, you will be presented with a form where you can enter the URL of your knowledge base. Note that we only support public URLs at the moment. Once you’ve entered the URL of your knowledge base or help center, click on Create to start the process. Captain will begin analyzing the content from the provided URL, using it as a starting point to gather information that can help answer customer questions effectively. Captain will systematically crawl all pages linked under the provided URL path, scanning for articles, guides, and other resources associated with the main URL. For instance, if you provide a URL like https://chatwoot.help/user-guide, Captain will analyze all URLs that start with this path. As it crawls the content, it organizes and indexes the information, making it easily accessible for answering customer inquiries. This structured crawling process guarantees that all relevant knowledge from your specified source is captured and available for reference. The document will be generated, and any newly identified documents during the crawling will also be added individually as separate documents. If you wish to remove a specific document that is not relevant, you can delete it. This will also erase all the associated information Captain has collected from that document, and ensures it is no longer referenced in any conversations. How can I verify that the content is properly parsed? To ensure that the content is properly parsed, Captain analyzes the provided documents to identify potential questions. It then generates a list of FAQs related to the document. By reviewing these FAQs, you can verify that the content has been accurately processed and correctly interpreted. You can view the FAQs generated for each document. Simply click on the three-dot menu in the document and choose View Related Responses to access them. This will display the related FAQs, as shown below. Usage limit If you haven’t subscribed to a paid add-on for Captain, the number of documents you can add will be limited. With the Startups plan, you can add up to 100 documents for free. For higher plans, the limit increases to 200 free documents with the Business plan and 300 free documents with the Enterprise plan.

Last updated on Jan 29, 2025

Creating an FAQ with Captain

FAQs (Frequently Asked Questions) are a collection of common questions and their answers, designed to provide quick and easy assistance to customers. Captain uses these FAQs to respond to customer queries efficiently, ensuring accurate and consistent information is provided. How are FAQs generated? FAQs are generated in two ways: Automatically: Captain analyzes your help center articles and resolved customer conversations to identify content gaps or frequently asked topics. Based on this analysis, it suggests FAQs. Manually: You can create FAQs directly by navigating to the FAQs section, clicking “Add New,” entering the question and answer, and assigning it to the assistant. How can you add an FAQ manually? Go to the FAQs section in the sidebar under Captain. If FAQs have already been generated from your documents, you will see them listed here. Otherwise, the page will appear as shown below. Click on “Create New FAQ” to add a question and its corresponding answer, as shown below. Select the assistant and click “Create.” The FAQ will now be ready for use in conversations. How do you check the FAQs generated from conversations? At the end of each conversation, Captain analyzes the interactions to identify potential gaps or frequently recurring questions that are not yet addressed in your knowledge base. Based on this analysis, it suggests new topics as FAQs to help improve your content coverage. These suggested FAQs are added to the “Pending” list in the FAQs section, where you can review them. To review a suggested FAQs, go the FAQ pages and apply the "Pending" filter. Review the suggested questions carefully. If a question is relevant and useful, click on the three-dot menu, and select the option to mark it as approved. You can also edit the suggested answer to ensure it is accurate and fits your knowledge base before approving the FAQ. You can also view the conversation from which the question was generated. If you’re unsure about the relevance of a suggested question, simply click on the conversation ID to review the interaction before deciding whether to approve the FAQ. Regularly reviewing these suggestions helps keep your knowledge base accurate, up-to-date, and aligned with your customers’ evolving needs.

Last updated on Jan 29, 2025

How to use Captain Memories?

Captain Memories are pieces of information saved from customer conversations to provide context for future interactions. These memories enable personalized, efficient, and context-aware responses. For example, if a customer mentions they have a team of 18 people or shares specific preferences, Captain will store this information. This allows your team to use these insights during future conversations to enhance the customer experience. What Type of Information Does Captain Save? Captain is designed to save details shared by customers that are relevant to providing personalized support. This may include: • Customer preferences (e.g., preferred communication style or product preferences). • Questions and recurring issues (e.g., “How do I manage users in the dashboard?”). • Unique requirements (e.g., “Our team uses the Enterprise Plan and needs an API for integrations.”). • Operational context (e.g., “Our team consists of 18 members”). These details are automatically saved as notes in the customer’s profile, making them easily accessible for future reference. Where Can I See a Captain-Generated Memory? Captain-generated memories are stored in the Notes section of the customer dashboard, linked directly to the relevant customer. This ensures your team can access them anytime during conversations. How to View Memories: 1. Open the customer’s profile in the dashboard. 2. Go to the Notes section, where all saved memories are organized with timestamps and context for easy reference.

Last updated on Jan 29, 2025

How to use Captain Copilot?

Captain Copilot is designed to help support agents work smarter by providing helpful suggestions and insights right from your dashboard. Here’s a guide to help you get the most out of Captain Copilot. Where to Find Copilot? To get started, ensure Captain Copilot is enabled in your inbox. Open your dashboard and go to the conversation screen. On the right side, you’ll see the Copilot tab next to the contact options. Click on the Copilot tab to access and start using its features. How Copilot works? Copilot is a tool that can improve communication in multiple ways. It can analyze the current conversation and draft an appropriate response or even translate a message into another language while ensuring the tone and context remain intact. Additionally, Copilot can review the tone of a conversation, identify areas for improvement, and suggest adjustments to align better with your brand’s voice and values. To further improve the experience, Copilot can also find relevant articles or resources related to the current conversation, offering quick access to information that supports your responses. With its ability to bridge communication gaps, refine tone, and provide actionable insights. How to use copilot? Simply type your request in natural language, and Captain will analyze it to provide the best response. You can use it to draft replies, translate messages, or improve tone. For better results, make your requests clear and specific. For example, instead of saying, “Help with this reply,” try, “Write a polite response explaining the delay and offering a new timeline.” Captain uses knowledge from your documents to craft accurate and relevant responses. Here is quick example showing how to draft the response. When Captain suggests a response, click “Use this” to add it directly to your message window. Additional Tips for Effective Usage - Always review Copilot’s suggestions before sending them to ensure they align with your team’s tone and guidelines. - Use Copilot’s recommendations to fill any gaps in customer communication, such as adding more detailed instructions or clarifying ambiguous points. - Encourage your team to explore and utilize Copilot regularly for smoother collaboration and improved customer interactions.

Last updated on Jan 29, 2025