AI Conversations

Each conversation is grounded in the knowledge sources defined for the domain.
This ensures the assistant answers questions using only the information you provide.

Conversations are stored inside the domain and can be reviewed by your team when needed.

How Conversations Work

When a visitor interacts with the widget, Privas AI handles the conversation in several steps.

1. The visitor sends a message through the website widget.
2. The system identifies the domain associated with that widget.
3. The assistant searches the domain’s knowledge sources.
4. A response is generated based on the relevant information.
5. The reply is sent back to the visitor through the chat interface.

Because conversations are domain-scoped, the assistant only uses knowledge from that domain.

Knowledge-Grounded Responses

Privas AI is designed to provide knowledge-grounded answers.

This means the assistant does not generate responses from general assumptions.
Instead, it retrieves information from the knowledge sources configured for the domain.

As a result:

• answers stay relevant to your website
• explanations remain consistent
• visitors receive information aligned with your content

If the assistant cannot find reliable information, it may ask the visitor to clarify the question.

Conversation History

All conversations are stored inside the domain where they occur.

This allows your team to:

• review visitor questions
• understand common inquiries
• monitor how the assistant responds

Conversation history can help improve knowledge sources and refine the assistant’s behaviour.

When Human Assistance Is Needed

Some situations require human involvement.

For example:

• complex inquiries
• unclear requests
• sensitive customer issues

In these cases, the conversation can be escalated to a human administrator using the built-in escalation tools.

Team members can then continue the conversation directly with the visitor.

What’s Next

Sometimes visitors ask questions that are unclear or incomplete.

Privas AI is designed to handle these situations using Proactive Clarification.