Overview
The AI Chatbot is the business-trained assistant for customer conversations. It is separate from Obie, the signed-in admin assistant. The chatbot can combine your Q&A and business knowledge with live schedules, prices, passes, availability, and the signed-in customer's own account information.
This is a Professional custom feature. Go to Admin → Custom Features → AI Chatbot to enable and configure it. The currently connected customer channel is LINE; the LINE switches are configured separately under LINE Bot / Notifications.
Understand the four tabs
The AI Chatbot page has four tabs:
- Usage — review monthly AI credits and usage.
- Sessions — review customer and LINE conversation records.
- Training — manage Q&A, Knowledge, and Evaluation.
- Settings — choose the chatbot's personality, emoji preference, greeting, and human contact information.
Q&A vs Knowledge: what goes where?
Use Q&A when there is a specific customer question and a preferred answer. Good examples include parking, what to bring, age limits, cancellation rules, and other frequently asked policy questions. Each Q&A can be enabled, disabled, edited, or deleted.
Use Knowledge for broader background that may support many answers, such as directions, house rules, service explanations, policies, and guidance on when to contact staff. It accepts plain text or Markdown up to 8,000 characters.
Do not copy live operational data into either area. Schedules, availability, prices, and passes come from Omcean Booking at reply time, so current system data takes priority over training text.
Choose the chatbot's personality and opening
Open Settings to configure:
- Personality — Friendly, Professional, Energetic, Cheeky, or Deadpan. This changes tone, not safety or booking rules.
- Emoji — use the default behavior, allow emoji, or use no emoji.
- Greeting — enter separate English and Traditional Chinese openings for a new conversation.
- Human contact — tell customers where to go when the chatbot cannot help or they request a person.
The customer chatbot does not currently have editable name or avatar controls. Obie's name and avatar belong to the separate admin assistant.
Test answers before going live
Go to Training → Evaluation and ask questions exactly as a customer would. Evaluation uses the chatbot's current settings, enabled Q&A, Knowledge, and live read-only booking information.
Evaluation conversations are not saved and cannot make real bookings or change customer data. Use Start over to clear the test conversation, then update the relevant Q&A, Knowledge, or Settings field and test again.
Turn on AI replies for LINE
- Enable the AI Chatbot custom feature.
- Complete Training and Settings, then test common questions in Evaluation.
- Go to Admin → Custom Features → LINE Bot / Notifications → Content → Auto replies.
- Turn on Auto replies.
- Turn on AI powered, then save.
- Send a typed message to the connected LINE Official Account and confirm the answer.
The AI powered switch is unavailable until the AI Chatbot custom feature is enabled. Turning off Auto replies stops both AI and classic automatic LINE replies so your team can answer manually.
What customers can ask and do
The chatbot can answer public questions about classes or services, schedules, instructors, passes, prices, shop items, discounts, and contact details. After a LINE customer signs in, it can also use that customer's own passes, reservations, waiting-list entries, rewards, and notification history.
Supported booking, cancellation, and waiting-list actions require the customer to confirm the exact action. The chatbot can prepare a cart, but payment is always completed on the secure checkout page. It cannot expose another customer's information or private business metrics.
