How to Configure and Publish an Eddy AI Chatbot
Delivering fast and accurate support experiences becomes easier with the Eddy AI chatbot in Document360. By combining knowledge sources, websites, files, FAQs, and support conversations into a single system, Eddy AI helps businesses provide context-aware responses instead of relying on guesswork.
In this tutorial, you’ll learn how to configure the Eddy AI chatbot in Document360 and adapt it to your support workflow. You’ll connect multiple knowledge sources, customize the chatbot experience, test responses, and publish it for your users.
Create Eddy AI Chatbot
To get started:
- Open your Document360 portal
- Navigate to the AI Chatbot section
- Click Create Eddy AI Chatbot
The first step is to define the sources the chatbot will use to retrieve information.
Add Knowledge Base Sources
Configure access to your knowledge base content:
- Allow the chatbot to access all knowledge base content
- Limit access to specific workspaces if required
- Select individual languages
- Choose specific categories to include
This allows you to control exactly which content the chatbot can use when generating responses.
Add Websites and Text Sources
You can also add external content sources:
- Add crawl links
- Add sitemap URLs
- Add individual web pages
- Provide a source name and URL
The AI will extract relevant information from the specified website content.
To add text sources:
- Create a source name
- Paste your content directly into the text source
The chatbot will use this content when generating responses.
Add FAQs and Files
Expand the chatbot’s knowledge by adding additional content sources.
- Add FAQs by entering questions and answers
- Upload Word documents
- Upload PDF files
- Upload text files
These sources help improve response quality and provide additional context.
Connect Support Ticket Data
If you use a help desk platform, you can connect historical ticket information.
- Connect Zendesk
- Connect Freshdesk
- Use historical support tickets as a knowledge source
This allows the chatbot to learn from past support interactions.
Test the Chatbot
Once all sources are configured:
- Click Create Chatbot
- Open the Playground environment
- Ask sample questions
- Review chatbot responses
The playground provides a safe environment to validate responses before publishing.
Customize the Appearance
In the Appearance section, you can customize:
- Chatbot name
- Chatbot icon
- Colors and branding
- Widget position
- Welcome message
For advanced customization, you can also add custom CSS and JavaScript.
Configure Security and Ticket Escalation
Additional configuration options include:
- Enable ticket escalation when answers are unavailable
- Allow users to create support tickets
- Manage trusted domains
- Configure JWT authentication
- View connected domains
These settings help improve security and support workflow management.
Publish the Chatbot
When you’re ready to go live:
- Click Publish
- Copy the embed code for external websites
- Enable the launch toggle for your Document360 site
This activates the chatbot across your selected workspaces and support channels.
Manage and Update the Chatbot
After publishing:
- Return to the AI Chatbot section at any time
- Click Customize to make changes
- Access the embed code whenever needed
With Eddy AI chatbot configured, you now have a single support system where knowledge and conversations work together seamlessly. By connecting trusted sources and fine-tuning responses, you can deliver fast, accurate, and consistent answers every time.