Source PDF: SOP_AI_Onboarding_Training_Tawk.pdf
SOP: Onboarding & Training AI Assist in Tawk.to
Version: 1.0
Created By: Chantal Sciberras
Approved by: Leo Lopaz
Date: 25/07/25
Platform: https://dashboard.tawk.to
- Purpose
To guide team members on how to set up and train Tawk.to's AI Assist feature using internal
knowledge sources, including chat history and curated FAQs.
- Scope
This SOP applies to the EasyDNA admin and marketing teams responsible for managing the
Tawk.to live chat and AI functions.
- Prerequisites
- Admin access to the Tawk.to dashboard
- A Google account for creating and managing the FAQ dataset
- Internal access to previous chat logs or FAQs
- Step-by-Step Instructions
Step 1: Access AI Assist in Tawk.to
- Log in to your account at https://dashboard.tawk.to.
- Navigate to Add-ons > AI Assist.
- Follow any prompts to activate or configure your AI agent.
🛠 Tip: You may be prompted to name your AI agent (e.g. "Apollo").
Step 2: Prepare Your Training Data
- Open a new Google Sheet or Excel file.
- Create two columns:
- Column A: Question
- Column B: Answer
- Populate the sheet with frequently asked questions and accurate responses.
- Pull common queries from past chat logs if needed.
- Ensure answers are short, helpful, and written in a tone consistent with your
brand.
-
Save or download the file as a CSV file.
Step 3: Upload Training Data
-
Go back to the AI Assist > Data Source > Documents section in the Tawk.to the
dashboard.
-
Click Upload or Import CSV.
-
Select the CSV file created in Step 2.
-
Review the preview and confirm import.
Step 4: Link Website Data
-
In the same AI Assist > Data Source area, input your public-facing website URL
(e.g. www.easydna.co.uk).
-
The AI will crawl the site and extract relevant data for training.
🧠 This step works in parallel with your CSV upload - both sources improve the
AI's accuracy.
-
Notes on Chat History
- Chat history is not automatically ingested by AI Assist.
- You must manually extract useful Q&As from old chats to include in your
spreadsheet.
- Consider reviewing common themes like:
- Test types
- Sample handling
- Shipping & turnaround
- Consent issues
- Maintenance
- Review AI performance monthly.
- Update CSV files quarterly with new questions based on evolving customer needs.
- Archive old versions to track knowledge growth.
- Contacts & Support
- Tawk.to Support Docs: Getting Started with AI Assist
- Tawk.to Contact:
Kristaps Beinerts
Head of Customer Success
✉ kristaps@tawk.to
📞 +1 (725) 208-3749
🔗 Schedule a call