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Dedicated Support Channel

Best for: Servers wanting a clear separation between AI support and regular chat
Pros: Easy setup, dedicated AI space, users know where to get help
Cons: Users need to know to use this specific channel

Quick Setup​

  1. Create Channel: Create a new channel (e.g., #ai-support) and ensure Wallu has "Read Messages" and "Send Messages" permissions. (Type !wallu to test).
  2. Add Knowledge: Make sure you have added at least one FAQ or document in the admin panel.
  3. Configure Wallu:
    • Go to the Channels page.
    • Find your #ai-support channel.
    • Click Override parent settings.
    • Enable Answer all messages.
    • Save the changes.
  4. Test: Ask a question in the channel. Wallu should respond instantly.

Advanced tips for #ai-support channels​

  • AI support channels work best with documents (instead of FAQs) for comprehensive information
  • Use custom instructions to set the right tone for your support channel
  • If Wallu isn't responding, check our troubleshooting guide
  • You can select which channels will use a given document. Configure that on the documents page.
  • You may want to instruct users to use this channel for 24/7 AI-support
  • In the channels page you can add "custom instructions" for the channel
    • Alternatively, you can add global instructions for the bot
    • Use these to customize how the bot answers
    • You can also add links where the user can learn more or contact human support
    • (If you're familiar with "prompting", these instructions are just added into Wallu's prompt)