Setting up PerfectAI Chat

In this article, you will learn how to create a chat configuration, set it up on the five tabs of its detail page, activate it in your studios and embed the chat on your website.

Contents

• Prerequisites
• Configuration overview
• Creating a new configuration
• Save the configuration
• Detail view and status
• Settings tab
• Customer self-service configuration
• Knowledge sources tab
• Guidelines tab
• Studio information tab
• Fast Finance Link
• Activate and whitelist
• Embed the chat widget
• Where members find the chat
• Chat conversations
• Third-party data and licensing

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Prerequisites

• Permission: Settings / Artificial Intelligence / Configure PerfectAI chat settings. To read the chat conversations, you additionally need Communication / Artificial Intelligence / PerfectAI chat conversations. You assign both in the role settings.
• Licensing: PerfectAI Chat is a separately licensed extension. If it is not active for your studio, Settings / PerfectAI / Chat opens an information page instead of the configuration.
• Avatar images: a main chatbot avatar for the open chat widget and a call-to-action avatar for the floating chat button, each up to 3 MB.
• At least one knowledge source: file (max. 10 MB), URL or Zendesk Help Center.
• For a Zendesk agent transfer: the URL of your Zendesk instance, an agent username and an API token.
• For a HubSpot agent transfer: a HubSpot access token, pipeline ID and pipeline stage ID.
• For membership offers: a maintained offer channel (see Configuring membership offers).
• Eligible default billing studio: the configuration's default billing studio must be a studio where the chatbot is contractually available and that the configuration is shared with. If either condition is not met, the configuration cannot be saved.

Configuration overview

Open the configuration at Settings / PerfectAI / Chat. The overview page lists all chat configurations for your location.

Columns in the list:

• Name: the internal name of the configuration, only visible to Backoffice users. A status chip next to the name shows the state in the current studio, for example Activated in this studio or Draft.
• Brand name: your studio's brand name. Useful for distinguishing configurations across brands.
• Chatbot name: the public-facing name members see in the chat widget.
• Last updated: the date of the last change to the configuration.
• Activated for: the number of studios the configuration is currently active in.
• Facilities: the number of studios the configuration is shared with.

You can filter, sort and show or hide columns in the list. Use the location switcher in the top right to see configurations from other locations. Start a new configuration with Create chat configuration.

Activation and deactivation always run from this overview page. See Activate and whitelist for the activation rules.

Creating a new configuration

Create chat configuration opens a dialog with five steps. The footer of the dialog offers Cancel, Save draft and Next.

1. General information: names, greeting and default billing studio.
2. Legal consent: optional consent dialog.
3. Styling: colours and avatars.
4. Capabilities: what the chatbot is allowed to do.
5. Knowledge sources: at least one source the chatbot answers from.

Step 1, General information, contains these fields:

• Name, Brand name and Chatbot name (max. 30 characters each).
• Welcome title (max. 100 characters), Greeting text and Additional information.
• Default billing studio.
• Edit sharing settings: choose which studios the configuration is shared with.

The fields of all steps are the same ones you later edit on the detail page. They are described in the sections Settings tab and Knowledge sources tab.

Save the configuration

The dialog offers two ways to leave the create flow:

• Save draft (button in the dialog footer): saves the configuration in Draft state. Required fields can be empty in this mode. A draft cannot be activated.
• Next on the last step: saves the configuration in Published state. All required fields must be complete. Published only means the configuration is stored and complete; it does not yet make the chat live for members. Activation in studios is a separate step (see Activate and whitelist).

In both cases you land on the detail page of the configuration.

Detail view and status

The header of the detail page shows the configuration name, the number of locations, the status chip, the Brand name and the Default billing studio.

Status chip next to the configuration name:

• Draft: the configuration is still incomplete and cannot be activated.
• Active: published and activated in at least one studio.
• Inactive: published but not currently activated anywhere.

Drafts additionally show the banner "This configuration is not yet complete and is currently in “Draft” status. To activate it, you must first fill in all required fields."

The header menu offers Edit settings once the configuration is published; a draft offers Edit draft instead. Edit settings contains the Name, the Brand name, the Default billing studio and Edit sharing settings, where you choose which studios the configuration is shared with.

The detail page has five tabs:

Tab	What you set there
Settings	General information, legal consent, styling, capabilities and the code snippet.
Self-Service	Which account data members can view and change through the chat.
Knowledge sources	The files, websites and Help Centers the chatbot answers from.
Guidelines	Rules of behaviour the chatbot must follow.
Studio information	Situation-dependent or temporary facts for individual studios.

Settings tab

The Settings tab shows one card per area. You edit each card through its menu: Edit general information, Edit legal consent, Edit colors & look, Edit logo, Edit capabilities and Copy Code snippet.

General information

General information controls the names and the content members see when they open the chat.

• Chatbot name: the name members see in the chat widget (max. 30 characters).
• Welcome title (max. 100 characters) and Greeting text: the greeting members see when they open the chat.
• Additional information: optional additional text.
• Teaser message (max. 500 characters) with the switch Enable teaser: a short teaser text for the chat widget.
• Show teaser and message suggestions on mobile devices: controls whether teaser and suggestions also appear on mobile devices.
• Enable message suggestions and Show suggestions on the start screen: offer members prepared questions. Each suggestion consists of a Button text and the Message behind it (max. 500 characters). Add further suggestions with Add suggestion.

Note: Members must be able to clearly recognise that they are interacting with an AI system (as required by the EU AI Act, Article 50). Phrase the greeting accordingly. Example: “Hi! I’m your digital AI assistant. I’m happy to help you with questions about your membership, our classes or general info about the studio. How can I help you today?”

The internal Name, the Brand name (max. 30 characters each) and the Default billing studio are edited in the header menu under Edit settings. The default billing studio is the fallback studio for chat conversations that cannot yet be assigned to a specific studio, for example with an unauthenticated prospect.

Legal consent

If you fill in both fields, members see a consent dialog with the actions Decline and Accept before their first message. Both fields are optional: if you leave them empty, no consent dialog is shown.

• Legal consent title: title of the consent dialog (max. 30 characters).
• Content of legal consent: the body text explaining what the member consents to, with rich-text options (bold, italic, underline, text colour, link).

Suggested consent text

The following text is a working draft for the consent dialog. Adapt the placeholder links to your own privacy notice and terms of use before going live.

• Title: Data processing notice
• Description: Your input, including personal data, is processed automatically to answer your request. You can withdraw this consent at any time with effect for the future. Please do not enter health data or other sensitive information. You can find more information on data processing and your rights in our [privacy notice] and our [terms of use].

Styling

Customise the visual appearance of the chat widget to match your brand. You configure three base colours plus a bubble shape; all other colours of the widget are derived automatically.

Colors & look

• Highlight color: main accent colour as a hex value, used for buttons and highlights, e.g. #166cb8.
• Chat background: chat widget surface colour as a hex value, e.g. #6d2929.
• Header gradient color: optional second colour for the header gradient. If empty, the header uses the highlight colour. Hex value.
• Use rounded shape for chat bubbles: yes/no switch.

Avatar

Two avatar slots are supported, with one image per slot.

• Main chatbot avatar: the image displayed in the chat widget header (max. 3 MB).
• Call-to-action avatar: the image shown on the floating chat button that opens the widget (max. 3 MB).

Capabilities

Enable the capabilities the chatbot should handle. The chatbot only performs actions you have enabled here.

Capability	What it does
Studio information	The chatbot provides information about the studio's location, contact details and opening hours. For temporary facts, use the Studio information tab.
Trial session booking	The chatbot books a trial session based on available slots.
Contract cancellation	After sufficient authentication, the member can request a contract cancellation via the chatbot.
Fast Finance Link	The chatbot sends members a Fast Finance Link to settle open claims or update payment details. Requires a communication template in the Fast Finance Link settings (see Fast Finance Link).
Agent Transfer	The chatbot transfers the conversation to an employee. Requires a transfer Type (see below).
Customer self-service	Depending on the configuration, members can change their address, request freeze periods or get information about their contract. Configured on the Self-Service tab (see Customer self-service configuration).
Appointment discovery	The chatbot searches for available appointments and shows them to members. Required for Appointment booking.
Appointment booking	The chatbot supports appointment booking. Only works together with Appointment discovery.
Course booking	The chatbot books classes for members and prospects.
Course schedule	The chatbot shows the classes and courses available at a specific studio within a chosen date range.
Membership offers	The chatbot provides information about the configured membership offers. Requires a Rate bundle group type (see below).

Configuring Agent Transfer

If you enable Agent Transfer, choose the Type: Zendesk, Email or HubSpot. Only one Agent Transfer configuration is allowed per chatbot.

• Zendesk: URL of your Zendesk instance, Username of the agent used to create tickets and Token for authentication.
• Email: Email, the recipient address for transferred conversations. Must be a valid email address.
• HubSpot: HubSpot access token (entered as a secret), HubSpot pipeline ID and HubSpot pipeline stage ID of the pipeline stage used for the transfer.

Configuring membership offers

If you enable Membership offers, you must also select the Rate bundle group type the offers are pulled from. Without a selection, the configuration cannot be saved. The options are Sales Tool, Studio pages & Connect-API, MySports and Open API. Your selection determines where the chatbot pulls offers from and where the sign-up takes place.

Code snippet

The Code snippet card contains the field Select studio and the embed code for your website. How to use it is described under Embed the chat widget.

Customer self-service configuration

When you enable Customer self-service under Capabilities, you control on the Self-Service tab which account data members can view and change through the chat.

Personal member data

• Master data
• Address
• Contact details

Contract data

• Contract data: which contracts the chat shows, for example Display active memberships only.
• Freeze periods: whether members can request a freeze period.

Each row shows its current status, for example Activated, and how changes are handled, for example Check changes. You change the settings through the menu of the respective card.

Cancellation is not set on this tab. Members can only request a cancellation through the chat if the capability Contract cancellation is enabled on the Settings tab.

Knowledge sources tab

The Knowledge sources tab lists all sources with the columns Source, Type and Crawl mode. Above the list you see when the sources were last processed (Last digest run).

How you structure the content inside your sources directly affects answer quality, and some topics should be left out because the software already delivers them. For what to include and how to format it, see Building the knowledge base for PerfectAI Chat.

Adding a source

1. Click Add knowledge source.
2. Choose the Source type: File, URL or Zendesk.
3. Fill in the fields for the type (see below) and click Create.

• File: upload one file per source, max. 10 MB, in the format PDF, TXT, DOCX or MD. For several files, create several sources.
• URL: enter the URL and choose the Crawl mode. Crawl entire website starts from this URL and automatically fetches up to 50 subpages to a maximum depth of 5 levels. Fetch this page only processes only this exact URL, without subpages.
• Zendesk: enter the URL of your Zendesk Help Center, for example https://yourstudio.zendesk.com.

Updating knowledge sources

If you added sources or the content behind a source has changed, click Update knowledge sources in the header of the tab so the chatbot works with the current content. If you do not run a manual update, all knowledge sources are automatically re-indexed every night.

Guidelines tab

Guidelines are behavioural rules the chatbot must follow. The tab lists them with the columns Content and Activated for.

1. Click Create Guidelines. The dialog Create guideline opens.
2. Under Manage activation, choose the studios the guideline applies to. All Studios applies to all studios that are currently or will in future be activated for this chat configuration.
3. Enter the rule under Content (max. 500 characters) and click Save.

Changes are published immediately and can affect the chatbot's answers.

Studio information tab

Studio information is intended for situation-dependent or temporary facts. Standard data such as address, opening hours and amenities are provided automatically and do not need to be entered here. The tab lists the entries with the columns Content and Activated for.

1. Click Create Studio information. The dialog Add studio information opens.
2. Under Manage activation, assign the information to one or more studios.
3. Enter the information under Content (max. 500 characters) and click Save.

Changes are published immediately and can affect the chatbot's answers.

Fast Finance Link

When you enable Fast Finance Link under Capabilities, the chatbot can send an authenticated member a Fast Finance Link by email, once it has checked the member's payment status, so they can settle open claims or update their payment method. The email is sent the same way as a manual send from the member account, using the communication template configured there.

• Prerequisite: the studio's Fast Finance Link settings must have a communication template configured for the manual send-out. Without a template, the chatbot cannot send the email. See Fast-Finance Link Configuration for details.
• The link itself never appears in the chat conversation. After sending, the chatbot only shows the member a masked confirmation of the recipient address (for example, d***n@example.com).
• Which building blocks (payment, payment method) the email includes depends on the studio's Fast Finance Link configuration; the chatbot does not make its own selection.
• The chatbot never promises that an entrance restriction will be lifted immediately after payment. It tells the member the restriction may resolve as a result, and recommends contacting the studio if the issue persists.

Activate and whitelist

Two separate settings control where a configuration is available and where it runs:

• Sharing: the studios that have access to a configuration. Set on the detail page under Edit settings / Edit sharing settings.
• Activation: the studios where this configuration is the active one. Set from the overview with Manage activation.

To activate a configuration:

1. Open the overview at Settings / PerfectAI / Chat.
2. Open the row menu (three dots) of the configuration and choose Manage activation. The same menu also contains the action to delete the chatbot.
3. In the dialog, select the studios where the configuration should run in the facility selector.
4. Confirm with the button that shows the number of selected studios, for example Activate 2.

Important rules:

• Only one configuration can be active per studio. Activating a configuration in a studio automatically deactivates the configuration that was previously active there.
• If you activate a configuration in a studio it is not yet shared with, the studio is added to the sharing settings automatically.
• A draft cannot be activated. Complete and publish it first; otherwise activation fails with Cannot activate a draft configuration.
• You cannot delete a configuration while it is active in any studio. Deactivate it everywhere first.

On your own website, the chat only appears once the embed code is also in place (see Embed the chat widget). In the Member Platform and in Branded Web no embed code is needed (see Where members find the chat).

Embed the chat widget

The Code snippet card on the Settings tab contains the embed code for your studio website. Copy it with Copy Code snippet in the card menu and paste it into the <head> section of your website. The snippet is only needed for your own website.

Two technical requirements apply:

• The Content Security Policy (CSP) of your website must allow connections to perfectgym.com.
• If the chat is embedded on a studio-specific page, select the studio in the field Select studio. The snippet then includes the parameters studioId and studioName, so the chatbot knows which studio the page belongs to.

The card behaves differently depending on the configuration status:

• Draft: the card shows the message "The current configuration is currently in draft mode. To obtain a code snippet, please complete the chatbot configuration." No snippet can be copied.
• Published: the snippet is shown and can be copied.

Where members find the chat

Members reach the chat in three places. On your own website it appears once you have pasted the embed code. In the Member Platform and in Branded Web it appears on its own, as a floating chat button, without any further setup.

A member sees the chat in the Member Platform and in Branded Web when their own studio has a configuration that is both published and activated. The member's studio is what counts here, not the studio they happen to be visiting, so in a multi-studio setup you decide per studio whether its members get the chat.

Two consequences:

• A draft does not reach members anywhere, neither on your website nor in the Member Platform.
• Deactivating a configuration in a studio removes the chat for that studio's members in the Member Platform and in Branded Web as well, not only on your website.

Chat conversations

You find the conversations members have had with the chatbot at More / Communication / PerfectAI / Chat conversations. This requires the permission PerfectAI chat conversations (see Prerequisites).

Third-party data and licensing

For studio-location data we use geo data from GeoNames.org, licensed under CC BY 4.0. The licence requires us to disclose the use transparently; please leave this notice in place when you reuse the article.

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Note: This article was created with the help of artificial intelligence and editorially reviewed.