Ctrlk
For the complete documentation index, see llms.txt. This page is also available as Markdown.

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

  1. Log in to your Mercuri Dashboard.

  2. In the left-side panel, navigate to AI Assistants.

  3. Click on “+ Create Agent” to start setting up a new assistant.

2. Configure the AI Assistant

Under the Set Up Your Agent 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

Once your AI assistant identity is configured, the next step is to train it with your business information so it can respond accurately to customer queries.

Inside the Knowledge section in Mercuri, you can connect different knowledge sources that the AI will use while replying to conversations.

You can add:

  • Your website URL

  • Sitemap URL (sitemap.xml)

  • Individual pages like:

    • Pricing pages

    • FAQ pages

    • Service pages

    • Product pages

    • Booking or policy pages

Why Add a Sitemap?

Adding your sitemap allows Mercuri to automatically crawl and index your website pages.

This helps the AI assistant:

  • Understand your business better

  • Learn your services and workflows

  • Access FAQs and important information

  • Provide more accurate customer responses

Mercuri recommends starting with the sitemap because it gives the AI a complete overview of your website content.

When to Add Specific Pages Instead?

If you want the AI assistant to focus only on important business pages, you can manually add individual URLs.

This is useful when you want tighter control over AI responses for:

  • Pricing information

  • Appointment booking details

  • Refund or cancellation policies

  • Service-specific information

  • Support documentation

Benefits of Connecting Knowledge Sources

Once your knowledge sources are connected, the AI assistant can:

  • Answer customer questions instantly

  • Give context-aware responses

  • Reduce repetitive support queries

  • Improve response accuracy

  • Deliver a more human-like conversation experience

  • Help customers get information faster without manual team involvement

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. Channels

After setting up your AI assistant and knowledge base, the next step is to connect the communication channels where customers will interact with your business.

Inside the Channels section in Mercuri, you can connect platforms like:

  • WhatsApp

  • SMS

Mercuri allows you to manage these conversations directly through the AI assistant.

Connect a WhatsApp / SMS Channel

To connect :

  • Select WhatsApp / SMS from the available channel options

  • Choose the phone number you want to connect

  • Click + Connect Channel

Connect Test Number

After clicking on + Connect Channel, Mercuri will prompt you to add a test number where you can test your AI assistant before going live.

To add a test number:

  • Enter your phone number in the provided field

  • Click on + Add

Only the phone numbers added here will be able to chat with your AI assistant while it is in testing mode.

Why This Is Important

Adding test numbers allows you to:

  • Test AI responses safely

  • Verify workflows and automations

  • Check conversation quality

  • Ensure the assistant behaves correctly before customers use it

This helps avoid errors and gives you full confidence before launching the assistant publicly.

Manage Connected Channels

Mercuri also gives you control over connected channels directly from the dashboard.

You can:

  • Enable or disable the channel using the toggle icon

  • Delete the connected channel using the bin/delete icon

This makes it easy to manage testing, pause communication temporarily, or remove channels when needed.

5. Launch

AI Billing & Keys

Before launching your AI Assistant, you need to choose how the AI model will be billed and accessed.

Inside the AI Billing & Keys section, Mercuri provides two options:

1. Use Mercuri Credits

Select Use Mercuri Credits if you want Mercuri to manage the AI infrastructure for you.

With this option:

  • No API key setup is required

  • AI usage is billed using your Mercuri credits

  • Quickest and easiest way to get started

2. Bring Your Own Key

Select Bring Your Own Key if you prefer to use your own AI provider account.

You can connect API keys from supported providers such as:

  • OpenAI

  • Claude

  • Azure OpenAI

Using your own key allows you to manage AI usage and billing directly through your chosen provider.

After selecting your preferred billing option:

  1. Click Save AI Key Settings

Once saved, you can continue with training and launching your AI Assistant.

PreviousAI Assistants
NextFlows

Last updated