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. Select the Phone Number for Your AI Assistant
Your AI Assistant must be linked to a WhatsApp or SMS number.
On the channel selection screen, choose the phone number from which the assistant should respond.
Under Available Channels, click “+ Add” to attach the corresponding WhatsApp or supported channel numbers.
Once the channel is connected, click Continue.
3. Choose a Name and Use Case for Your Assistant
Agent Name: Enter a descriptive and meaningful name. This helps you quickly identify the assistant’s purpose.
Examples:
Order Support Agent
Wix Bookings Assistant
Product Helpdesk Agent
Keep it simple and purpose-driven.
Select Use case: The Use Case 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. Configure Your Website Knowledge Base
In this step, you tell the AI Assistant what information it should learn from your website.
Mercuri automatically detects your site’s sitemap and pages so you can choose exactly what content your agent should use when responding to customers.
A. Select Links From Sitemap
Mercuri scans your website and displays all the pages found in your sitemap.
Click “Select Links from Sitemap” to open a list of all these pages and choose the ones you want the agent to learn from.
Search for URLs using the search bar to quickly find specific pages.
Open Advanced Options if you want to refine the list by including only certain paths or excluding irrelevant ones using patterns and wildcards.
Review the sitemap URL list and scroll to view all available pages.
Select or deselect pages by checking the boxes beside each URL.
Use bulk actions like “Select All Shown” or “Deselect All Shown” for quick selection.
Note: You can select up to 25 URLs.
Click “Apply Selection” to add the chosen URLs to your agent’s knowledge base.
B. Add URLs Manually
If a page is not part of your sitemap or you want to include additional content, you can add URLs manually.
Enter the page URL or sitemap URL you want to add.
Click Add to include it in the knowledge base.
C. Selected URLs Section
This section displays the total number of pages you’ve selected (e.g., 0 of 25 URLs selected).
These are the pages the AI agent will read, learn from, and use to generate accurate, brand-specific responses.
If this area shows “No URLs selected yet,” it means you haven’t chosen any content. You must select URLs to move forward.
Once you are done configuring the Knowledge base, click on Continue.
5. Define Your Agent Prompt
In this step, you specify how the agent should operate. Provide clear instructions on:
Its responsibilities (e.g., answering queries, sharing product information, handling basic support).
Its communication style (professional, concise, and helpful).
Any limitations (direct users to a human agent for complex or sensitive issues).
These guidelines ensure the agent responds accurately and consistently.
Example Prompt“You are a friendly and knowledgeable assistant for our website. You help customers with product information, FAQs, booking questions, and basic support. Keep responses clear, polite, and concise. For anything urgent or account-related, direct the user to our support team."
6. Review & Test
A. Add Test Numbers
The Review & Test section is where you actually add your test numbers.
Click Add test number
Enter the mobile number you want to use for testing
Once added, you will see it listed under Test numbers
Your agent will only respond to these numbers while it is in test mode.
B. Test Your Agent
After adding at least one test number, the system will display a QR code for testing.
Follow these steps:
Scan the QR code with your phone camera
This opens WhatsApp automatically
Start a conversation with the agent’s connected number
Send messages using the added test numbers
Check whether the agent responds accurately
This helps you confirm that your workflows, intents, and responses are working correctly.
C. Provide Feedback or Go Live
After testing, select one of the options shown at the bottom:
Happy with Response – Go Live Choose this if everything looks good and your agent is ready to be launched.
Need Improvement – Provide Feedback Select this if the responses need refinement and you want to adjust the agent before going live.
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