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AI Configuration & Prompt Engineering

Overview​

Artificial Intelligence in Wabixo enhances team productivity, accelerates customer resolution times, and delivers actionable business insights. Powered by advanced Large Language Models (LLMs), the platform provides agents with real-time reply suggestions, tone refinement, automated conversation summaries, and executive intelligence reports.

The AI Configuration Module (/dashboard/settings/ai) gives administrators granular control over AI models, API keys, context limits, and underlying prompt templates.

Accessing AI Configuration​

  1. In the left navigation menu under Settings, select AI Configuration (/dashboard/settings/ai).
  2. The page is organized into five functional AI subsystems:
    • AI Reply Suggestions
    • AI Message Refinement
    • AI Chat Summaries
    • AI Executive Chat Reports
    • Product Upsell Knowledge & Support Prompts

1. AI Reply Suggestions​

AI Reply Suggestions analyze the ongoing customer conversation and generate contextual, one-tap reply recommendations for agents inside the Team Inbox.

┌────────────────────────────────────────────────────────┐
│ AI Reply Suggestions                                   │
├────────────────────────────────────────────────────────┤
│ LLM API Key:               [ •••••••••••••••••• ]      │
│ Model Selection:           [ High-Speed Model   ]      │
│ Context Message Limit:     [ 10 messages        ]      │
│ Custom System Prompt:      [ "You are an assistant..."]│
└────────────────────────────────────────────────────────┘
  • Model Selection: Choose between lightweight models for ultra-fast generation or reasoning models for complex service workflows.
  • Message Limit: Controls how many recent messages from the customer chat are provided to the model as conversational context (typically 10 to 15 messages).
  • Custom System Prompt: Define brand voice guidelines, allowed greetings, and response rules.

2. AI Message Refinement (Tone Polishing)​

When agents draft a response in the inbox composer, they can tap the AI Polish button to enhance clarity, grammar, and tone.

  • Polishing Styles: Professional, Friendly, Persuasive, or Concise.
  • Model Choice: Configured using high-speed low-latency models for sub-second execution.
  • Prompt Customization: Administrators can enforce business communication standards (e.g., "Always remain courteous, avoid passive-aggressive phrasing, and maintain salon hospitality standards").

3. AI Chat Summaries​

When an agent resolves a conversation or hands it off to another colleague, generating a manual synopsis takes valuable time. Wabixo automates this using AI Chat Summaries:

┌────────────────────────────────────────────────────────┐
│ Generated AI Summary:                                  │
│ • Customer Intent: Hair Coloring Consultation          │
│ • Key Inquiry: Price estimate for Balayage + Keratin   │
│ • Resolution: Scheduled appointment for Saturday 3 PM │
│ • Customer Sentiment: Highly Positive                  │
└────────────────────────────────────────────────────────┘

Summary Configuration Options​

  • Model Selection: Balanced or deep-reasoning models.
  • Custom Summary Prompt: Customize the structured output format. The system provides pre-configured standard templates:
    • DEFAULT_AI_SUMMARY_PROMPT: Standard bulleted customer intent, resolution, and action items.
    • DEFAULT_AI_AGENT_SUMMARY_CHUNK_PROMPT: Handles long multi-day conversation transcripts by dividing them into chunks.
    • DEFAULT_AI_AGENT_SUMMARY_CHAT_PROMPT: Synthesizes chunk summaries into a cohesive final resolution card.

4. AI Executive Chat Reports​

The AI Chat Report Engine analyzes aggregate conversations across your entire business over selected date ranges, surfacing macro trends:

  • Top customer complaints and friction points.
  • Frequently asked questions regarding pricing or booking policies.
  • Overall customer sentiment distribution (Positive, Neutral, Frustrated).
  • Performance highlights and missed conversion opportunities.

5. Product Upsell Knowledge & Support Synthesis​

To enable proactive sales assistance, administrators can input structured product recommendations into the Product Upsell Knowledge repository:

  • Service Pairing Rules: (e.g. "If customer inquires about Hair Straightening, suggest Post-Care Sulfate-Free Shampoo").
  • Seasonal Packages: (e.g. "Festive Bridal Package includes Pre-Bridal Glow Facial").
  • When agents chat with customers, the AI assistant references these upsell guidelines to recommend relevant add-ons naturally.

Verifying and Saving Configuration​

  1. After updating API keys or model settings, click Verify & Save Configuration.
  2. Wabixo performs an automated ping to the configured AI provider servers to ensure the API key is active and the selected model is accessible.
  3. If prompt syntax errors are detected (such as malformed placeholder tags), the editor highlights the line with corrective guidance.

Multi-Tenant Security & Data Privacy​

  • Isolated Credentials: AI API keys and credentials configured in Wabixo are encrypted at rest and scoped strictly to your tenant workspace.
  • No Training on Customer Data: Requests processed via enterprise AI provider endpoints are not utilized to train public foundation models.