How to Set Up AI Assistants in Mercuri
AI Assistants in Mercuri help automate customer interactions, manage repetitive queries, and support teams with intelligent responses. Follow the steps below to create and configure your AI Assistant.
1. Go to the AI Assistants Section
Log in to your Mercuri Dashboard.
In the left-side panel, navigate to AI Assistants.
Click on “+ Create Agent” to start setting up a new assistant.
2. Configure the AI Assistant
Under the Create New AI Assistant section, you will find 6 tabs. Configure each tab carefully to set up your AI Assistant accurately.
Let’s go through each tab one by one.
1. General
In the General tab, enter the basic details of your AI Assistant, such as:
Agent Name
AI Model (pre-selected)
System Prompt
The System Prompt defines how the AI Assistant should behave and respond to users.
Provide clear instructions about:
The assistant’s responsibilities (e.g., answering customer queries, sharing product information, handling basic support requests)
The communication style (e.g., professional, concise, friendly, and helpful)
Any limitations or escalation rules (e.g., directing users to a human agent for complex, sensitive, or account-related issues)
These instructions help ensure the AI Assistant responds consistently and accurately.
Example Prompt
2. Knowledge
You can add a knowledge base to your AI Assistant in two ways:
Sitemaps Import content from an entire website using a sitemap URL.
Individual URLs Add specific web pages or articles individually for more targeted knowledge ingestion.
3. Tools
Tools section defines what your assistant can do. These are the tools and capabilities that the AI will have access to.
Helps customers manage their bookings and appointments.
Use this if your business relies on:
Appointment scheduling
Class or session bookings
Event reservations
Service-based consultations
Your AI Assistant will help customers with:
Booking new appointments
Checking availability
Rescheduling or cancelling bookings
Confirming upcoming sessions
This is ideal for salons, coaching centres, clinics, fitness trainers, consultancies, etc.
Assist customers in tracking their order status and delivery.
Enable this if you want your AI Assistant to automatically answer:
“Where is my order?”
“Has my package been shipped?”
“When will I receive my delivery?”
The system fetches live shipping and delivery data, reducing workload for support teams.
Best for D2C brands, e-commerce stores, food delivery services, and logistics-based businesses.
Answer customer questions about products, features, and availability.
Useful for businesses that offer multiple products or variants:
Clothing & accessories
Electronics
Food & FMCG
Health & beauty
Home decor
Your AI Assistant will help users with:
Product features
Stock availability
Variants and options
Price and offers
Recommendations
This automates a major part of pre-purchase conversations.
Provide general customer service and support.
Enable this for:
Handling FAQs
Answering policy-related questions
Assisting with basic troubleshooting
Guiding users through workflows
Your AI will act as the first line of support, escalating to human agents when needed.
Best for any business that receives recurring customer service queries.
4. FAQs
In the FAQs section, you can add commonly asked questions and answers for your customers.
These FAQs help the AI Assistant provide faster and more accurate responses to common queries.
To add multiple FAQs, click + Add FAQ.
5. Channels
Under the Channels tab:
Select the required channel type (SMS or WhatsApp)
Choose the connected phone number
Click + Add Channel
After adding the channel, you will be prompted to add your test phone number.
To add another communication channel, repeat the same process.
6. Settings
The Settings tab provides advanced information and controls for your AI Assistant.
Here, you can view details such as:
Agent ID – Unique identifier for the AI Assistant
Current Mode – Displays the current assistant mode (e.g., Train)
Created At – Date and time the assistant was created
Last Updated – Most recent update timestamp
Training Status – Shows whether the assistant has been trained successfully
Last updated