Overview
The AI Chatbot is the business-trained assistant for customer conversations. It is separate from Obie, the signed-in admin assistant. It combines your Q&A and Knowledge with current schedules, prices, passes, availability, and—when a customer is identified—that customer's own account information.
This is an Essentials custom feature. Go to Admin → Custom Features → AI Chatbot to configure it. You can make it available on the Omcean Booking website, a custom-domain website, and LINE.
Understand the four tabs
The business AI Chatbot page has four tabs:
- Usage — review AI credits, cost, sessions, and activity.
- Sessions — review conversation records per session or per message, including customer testing.
- Training — manage Q&A and multiple Knowledge entries, then test them in Evaluation.
- Settings — configure identity, customer channels, and conversation preferences.
Q&A vs Knowledge: what goes where?
Use Q&A when there is a specific customer question and a preferred answer. Examples include parking, what to bring, age limits, and cancellation rules. Each row has its own Question, Answer, and Enabled state.
Use Knowledge for broader context that may support several answers. Create separate named entries for directions, house rules, services, policies, or guidance on contacting staff. Each entry can be active or off.
Do not copy changing operational data into either area. Schedules, availability, prices, passes, and customer bookings are read from Omcean Booking when the chatbot replies.
Configure identity and appearance
Open Settings to give the customer chatbot a name of up to 60 characters. Choose one of five preset avatars, upload a custom image, or choose no avatar. A trash button removes a custom image.
Then choose a personality: Friendly, Professional, Energetic, Cheeky, or Deadpan. Personality changes the writing tone, not booking rules, privacy, or safety behavior.
Test answers in Evaluation
Go to Training → Evaluation and ask questions exactly as a customer would. It starts as Logged out; use the customer picker when you need to test the information available to a particular customer.
Changing customers starts a fresh AI context and adds a visible Customer changed divider to the transcript. The divider is not sent to the AI. Evaluation uses a separate Customer testing audience: its conversations are recorded for admin review and feedback but excluded from the real customer's history. The sandbox can read the selected customer's relevant data but cannot create real bookings or change customer data.
Use Copy to copy the conversation, the trash action to start over, and thumbs down on an assistant reply to record a reason for a poor answer.
Choose customer channels
The Customer channels section in Settings contains two editable controls and one linked status:
- Enable website — show the chatbot on your Omcean Booking website.
- Custom domain — show it on your custom-domain website.
- AI Linebot — shows whether AI replies are on or off for LINE. This switch is read-only on the AI Chatbot page.
Select Edit setting to open the Auto replies section under Line Bot / Notifications, where AI Linebot is managed. If the Line Bot / Notifications custom feature is disabled, the link shows a Custom feature not enabled alert instead.
Set conversation preferences
The Conversation preferences section controls:
- Emoji — Automatic lets the assistant decide, Use emoji adds a light touch, and No emoji keeps replies emoji-free.
- Greeting — turn it on to show a greeting when customers first see the chatbot, then enter separate English and Traditional Chinese text up to 500 characters.
- Human contact — enter up to 300 characters telling customers where to go when the assistant cannot help.
Review conversations and feedback in Sessions
Go to AI Chatbot → Sessions. Per session shows one row per conversation with Customer, Audience, Messages, Duration, Last activity, and Started. Select a row to open Per message filtered to that conversation.
Per message shows Customer, Message, Role, Feedback, Response time, Session, and Sent. Use the Session and Customer filters or search to narrow the list. Assistant messages can show feedback, including thumbs-down reasons recorded during Evaluation. Logged-out website conversations appear as website visitors, while tests appear under the Customer testing audience.
Usage, monthly allowance, and additional credit
Obie, the signed-in admin assistant, is free to use and does not consume AI Chatbot credit. The allowance described here is only for customer-facing AI conversations.
Each business includes US$50 of AI usage per calendar month. The customer chatbot on your Omcean Booking website or custom domain, AI-powered LINE replies, and conversations in Training → Evaluation all share this one allowance. US$50 is included usage credit, not an additional US$50 monthly charge and not a fixed number of messages. The amount used by each reply varies with the AI work needed to understand the conversation, retrieve current business information, and answer.
Go to Admin → Custom Features → AI Chatbot → Usage to see Credits (USD), Used, the next reset, and usage grouped by Customer, Customer testing, and LINE. Usage resets on the first day of each month; unused included allowance does not carry into the next month.
If you need more than the included allowance, purchase additional AI credit from the Admin Shop. Additional credit lets customer-facing AI conversations continue beyond the included monthly amount.
