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Build and manage AI Assistants

Use Assistants to define how OXVO AI responds, when it should use knowledge, and when it should hand over to a teammate.

Create your first Assistant​

  1. Open OXVO Assistant → Assistants.
  2. Select Create a new assistant.
  3. Enter a clear assistant name, a short description, and your product or brand name.
  4. Enable knowledge tools if the assistant should use FAQ and memory-based answers.
  5. Enable citations if you want answers to reference sources when available.
  6. Save the assistant.

Tip: Start with one assistant per customer segment (for example, Sales, Billing, Technical Support).

Configure behavior and response style​

After creation, open the assistant settings and tune behavior:

  • Instructions: Core response rules and tone.
  • System messages: Handoff and resolution messages sent to users.
  • Temperature: Lower values for predictable replies, higher values for more creative replies.
  • Safety and guardrails: Add rules that block unsafe answers or force escalation.
  • Conversation flows: Add scenario-specific instructions for common journeys.

Connect Assistants to Inboxes​

Assistants only answer in inboxes they are linked to.

  1. Open an assistant.
  2. Go to connected inboxes.
  3. Select the inboxes where this assistant should be active.
  4. Save and test with a real conversation.

Note: Each inbox can be linked to one assistant at a time.

Keep quality high in production​

  • Review AI replies regularly in real conversations.
  • Track unresolved or escalated chats and refine instructions.
  • Keep assistant scope narrow instead of one “do everything” assistant.
  • Use separate assistants when teams need different policies.

Assistant setup and editing view