Falaah Falaah AI

AI Support Widget

Set up the Muin AI Support Widget to give visitors instant answers on your website. Configure knowledge base, AI responses, chat embedding, and escalation.

The Muin AI Support provides an intelligent support interface for your customers. Visitors get instant answers from your knowledge base, powered by AI. When the AI cannot help, conversations escalate seamlessly to your team through the Communications Hub.

Overview

How It Works

Visitor Opens Widget → Types Question → AI Searches Knowledge Base
        │                                         │
        │                                  Match Found?
        │                                  Yes → AI Responds
        │                                  No  → Offer Escalation
        │                                              │
        │                                     Human Agent Joins
        │                                     (via Communications Hub)
        └─→ Optional: CAPTCHA verification before chat starts

Key Features

Feature Description
AI-Powered Answers Instant responses from your knowledge base
Live Escalation Seamless handoff to human agents
Knowledge Base Centralized content library for AI
Document Pool Upload PDFs and documents for richer AI context
Resolution Learning AI improves from resolved conversations
Pre-Chat Forms Collect visitor info before conversation starts
CAPTCHA Protection Block bots and spam
Customizable Design Match your brand colors and style (Coming Soon)
SLA Monitoring Track response and resolution times (Coming Soon)
Analytics Understand what visitors ask and how well AI performs (Partial)
Multi-Language Serve visitors in their preferred language (Coming Soon)

Setting Up the Widget

Prerequisites

  • Muin admin permissions
  • Knowledge base content (articles, FAQs, or documentation)

Quick Setup

  1. Navigate to Settings → Support
  2. Toggle Support enabled
  3. Configure the greeting message (under Pre-chat information)
  4. Add knowledge base content (articles, FAQs) via Knowledge Base
  5. Embed on your website — copy the <script> snippet shown in Settings and paste it on your site, or share the public support URL (/go/<your-slug>/support) with customers

Embedding on Your Site

Paste this snippet before the closing </body> tag on any page where you want the chat widget to appear:

<script
  src="https://muin.falaah.ai/embed/widget.js"
  data-type="support"
  data-tenant-slug="your-org-slug"
  data-position="bottom-right">
</script>

The exact code with your tenant slug pre-filled is available at Settings → Support → Embed on your website (Copy button). data-position accepts bottom-right (default), bottom-left, top-right, or top-left. Full configuration reference: Support Widget Configuration.

Knowledge Base

The knowledge base is the AI’s source of truth. The better your content, the better the AI’s answers.

Adding Content

Go to Support Widget –> Knowledge Base to manage content:

Articles:

  1. Click Add Article
  2. Write a title and body
  3. Assign a category
  4. Add tags for better matching
  5. Click Publish

FAQ Pairs:

  1. Click Add FAQ
  2. Enter the question
  3. Enter the answer
  4. Add variations of the question (improves matching)
  5. Click Save

Import from URL (Coming Soon):

  1. Click Import –> From URL
  2. Enter the URL or sitemap
  3. Muin crawls and indexes the content
  4. Review imported articles
  5. Publish or edit as needed

Bulk Import (Coming Soon):

  1. Click Import –> Upload File
  2. Upload a CSV or JSON file with your content
  3. Map columns to fields (title, body, category)
  4. Review and publish

Content Structure

Organize your knowledge base for optimal AI performance:

Element Purpose Best Practice
Categories Group related articles 5-15 categories max
Tags Cross-reference topics 3-5 tags per article
Titles Help AI match questions Use question format when possible
Body Provide the answer Clear, concise, step-by-step
Variations Alternative phrasings Add 3-5 per FAQ

Content Tips

  • Write articles as if answering a specific question
  • Use simple language (aim for 8th-grade reading level)
  • Include step-by-step instructions where applicable
  • Update content regularly based on what visitors actually ask
  • Review the “Unanswered Questions” report weekly

Document Pool

The document pool supplements your knowledge base with uploaded files. AI uses these documents alongside articles for richer, more accurate answers.

Adding Documents

  1. Go to Support Widget –> Document Pool
  2. Click Upload Documents
  3. Upload PDFs, Word documents, or text files
  4. Documents are automatically indexed for AI search
  5. AI references these documents when answering visitor questions

Best Practices

  • Upload product manuals, policy documents, and technical guides
  • Keep documents up to date — AI always uses the latest version
  • Use descriptive file names for easier management
  • Review the “Sources” section of AI responses to verify document relevance

Resolution Learning

Resolution learning helps AI improve over time by learning from successfully resolved conversations.

How It Works

  1. When an agent resolves a conversation, the resolution is recorded
  2. AI analyzes the question-answer pair and the resolution approach
  3. Future similar questions benefit from the learned resolution pattern
  4. Over time, AI resolution rates improve as the learning corpus grows

Managing Learned Resolutions

Go to Support Widget –> Resolution Learning to review and manage learned resolutions. You can approve, edit, or remove resolutions that AI has learned from.

Pre-Chat Forms

Pre-chat forms collect visitor information before a conversation starts, helping route conversations and enrich AI context.

Configuring Pre-Chat Forms

  1. Go to Support Widget –> Pre-Chat Forms
  2. Add fields: name, email, topic, or custom fields
  3. Mark fields as required or optional
  4. Configure routing rules based on form responses (e.g., route “Billing” topics to the billing team)

Available Field Types

Field Type Description
Text Free-form text input
Email Email address with validation
Dropdown Select from predefined options
Topic Route conversations by topic

Configuring AI Responses

Response Settings

Go to Support Widget –> AI Settings:

Setting Options Description
Confidence Threshold 0-100% Minimum confidence to show an answer (default: 75%)
Response Style Concise, Detailed, Friendly Tone of AI responses
Max Sources 1-5 Number of knowledge base articles to reference
Follow-Up Questions On/Off AI suggests related questions
Citation Links On/Off Show links to source articles
Fallback Message Custom text Shown when AI has no answer

Note: Detailed AI configuration UI is coming soon. AI responses currently use default settings.

Response Behavior

Configure how the AI handles different scenarios:

Scenario Behavior Configurable
High confidence match AI responds immediately Threshold adjustable
Medium confidence AI responds with disclaimer Threshold adjustable
Low confidence Offer to connect to human Fallback message customizable
No match Show fallback + escalation option Fallback message customizable
Sensitive topic detected Route to human immediately Topic list configurable

Sensitive Topics (Coming Soon)

Define topics that should always go to a human:

  1. Go to AI Settings –> Sensitive Topics
  2. Add topics (e.g., “legal”, “complaint”, “refund over $500”)
  3. Set the routing destination for each
  4. AI will detect these and skip auto-response

Embedding the Widget

Add AI support to any website with a single JavaScript snippet. The widget renders as a floating chat bubble and expands to a panel when a visitor clicks it. See Quick Setup above for the embed code and position options — your pre-filled snippet is always available at Settings → Support → Embed on your website.

You can also share your public support portal URL directly with customers: https://muin.falaah.ai/go/your-org-slug/support. The portal includes the same AI-powered chat, knowledge base, and agent handoff.

CMS Integration (Coming Soon)

WordPress, Squarespace, and Shopify integrations are in development.

Customization

Visual Design (Coming Soon)

Full visual design customization is in development. You will be able to customize button icon, size, header, colors, border radius, shadow, font, and animation.

Custom CSS (Coming Soon)

Custom CSS support for advanced widget styling will be available alongside the visual design editor.

Welcome Flow

Configure what visitors see when they open the widget:

  1. Greeting Message - Initial AI message
  2. Quick Actions - Clickable buttons for common topics
  3. Search Bar - Direct search of knowledge base
  4. Recent Articles - Show popular help articles

Escalation Rules

Configuring Escalation

When AI cannot resolve a question, configure handoff to humans:

  1. Go to Support Widget –> Escalation
  2. Set up escalation triggers:
Trigger Description
Visitor Requests Human Visitor clicks “Talk to a person”
Low AI Confidence AI confidence below threshold
Sensitive Topic Detected sensitive topic (Coming Soon)
Repeat Question Visitor asks the same thing multiple times (Coming Soon)
Negative Sentiment Frustration or anger detected (Coming Soon)
  1. Configure escalation routing:
Setting Options
Route To Specific team, round-robin, least busy agent
Notify Email, push notification, SMS
Queue Message Custom “please wait” message
Offline Behavior Leave message, email follow-up, schedule callback

Agent Takeover

When an agent takes over from AI:

  1. Agent receives notification with full conversation history
  2. Agent sees AI’s suggested response (can edit or discard)
  3. AI context (what was asked, what was answered) is visible
  4. Agent replies directly in the Communications Hub
  5. Visitor sees responses in the same chat thread

CAPTCHA Protection

Enabling CAPTCHA

Prevent bot spam in your support widget:

  1. Go to Support Widget –> Security
  2. Toggle Enable CAPTCHA
  3. Choose CAPTCHA type:
Type Description Friction
Invisible Background verification, no user action None
Checkbox “I’m not a robot” checkbox Low
Challenge Image-based challenge Medium
  1. Configure when CAPTCHA triggers:
Trigger Description
Always Every new chat session
Suspicious Only when bot-like behavior detected
After Hours Only outside business hours
High Volume When traffic exceeds threshold

SLA Monitoring (Coming Soon)

SLA monitoring for support conversations is in development. When available, you will be able to:

  • Set response time targets (AI response, first human response, resolution time)
  • Configure alerts for SLA breaches (email, push notification, dashboard indicators)
  • Auto-escalate conversations that breach SLA thresholds
  • Track SLA compliance metrics in the analytics dashboard

Analytics (Partial)

Widget Dashboard

Basic conversation statistics are available now. View them at Support Widget –> Analytics:

Metric Description Status
Total Conversations Chat sessions started Available
AI Resolved Percentage handled by AI alone Available
Escalated Percentage requiring human agent Available
Avg. AI Response Time How fast AI responds Coming Soon
Avg. Resolution Time How long to fully resolve Coming Soon
CSAT Score Customer satisfaction rating Coming Soon
Top Questions Most frequently asked topics Coming Soon
Unanswered Questions Questions AI could not answer Coming Soon

The full analytics dashboard with charts and trend views is in development.

Improvement Insights (Coming Soon)

The analytics dashboard will provide actionable recommendations:

  • Knowledge Gaps - Topics visitors ask about that are not covered
  • Low Confidence Areas - Topics where AI accuracy is low
  • High Escalation Topics - Areas where humans are always needed
  • Popular Articles - Most-referenced knowledge base content
  • Drop-Off Points - Where visitors abandon the chat

Next Steps