AI Captain is FloatChat's built-in AI agent. It reads your knowledge base, answers customer questions instantly, handles order lookups via integrations, and hands off to a human agent when it can't help. Here's how to get it live in 15 minutes.
Step 1: Upgrade to Lite
AI Captain is available on the Lite plan ($9.99/month) and above. If you're on the Free plan, go to Settings → Plan and upgrade. No credit card is needed during the free trial period.
Step 2: Add your knowledge base
Navigate to AI Captain → Knowledge Base. Add content three ways: (1) paste your FAQ URL and Captain crawls it automatically, (2) upload PDF or DOCX files, or (3) type Q&A pairs directly. Start with your 20 most common support questions — that typically covers 60% of incoming conversations.
Step 3: Set Captain's persona
In AI Captain → Settings, give Captain a name and set its tone (friendly, professional, concise). Add your company name, product name, and any brand-specific language to avoid. Captain uses this to stay on-brand in every reply.
Step 4: Configure handoff rules
Set conditions for escalation to a human: (1) low confidence answers, (2) explicit customer requests for a human, or (3) specific keywords like 'refund' or 'cancel'. Go to AI Captain → Handoff Rules. We recommend starting with a 70% confidence threshold.
Step 5: Test before going live
Use the Captain Simulator in the dashboard. Type your 10 most common questions and review the responses. Edit knowledge base entries for any wrong answers. Once you're happy, toggle Captain ON in AI Captain → Channels.
What to expect in the first week
Most teams see 40–50% deflection rate in week one, rising to 55–65% after two weeks of refinement. Captain learns from flagged conversations — when your agents mark a reply as 'wrong', it improves. Check Analytics daily for the first two weeks to spot knowledge base gaps.
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