What AI Brain controls
AI Brain combines your About/company information, supported Bot Languages, one saved AI Playbook, approved FAQs, indexed knowledge sources and organization-specific configuration. It is not a separately trainable model or a second contact database.
Prepare an effective Playbook
Open the Dashboard's AI Brain / AI Setup workspace. Configure the following named sections with your own accurate business information:
- Rules: persona, language, allowed claims, policy and handoff.
- Welcome Message: appropriate greeting and first-step intent.
- Qualification Questions: only the ordered questions the AI should ask in New Lead.
- Acknowledgment Message: how to acknowledge a customer's answer.
- Qualification Criteria: conditions that must be true before a lead is qualified.
- Stage shifting logic: allowable destinations and their conditions.
- Attribute mapping logic: which evidence maps to which exact CRM field.
- Reminder creation logic: when the AI should propose a follow-up reminder.
Recommended setup
- Save your About description and approved languages.
- Write explicit questions and accepted answers/options.
- Map to already-created CRM attributes with their valid types.
- Add FAQs and knowledge sources; verify uploaded processing finished.
- Test sample customer questions, unclear answers, stage transitions and file sharing in AI Sandbox.
- Enable authorized AI controls and verify one live test conversation.
Download saved AI Brain
The Download saved AI Brain action generates a versioned JSON snapshot of your currently saved configuration. It is useful for review, backup comparison, audit or describing an organization setup. Downloading or editing that JSON does not automatically change live SHVYA AI. Save changes in the supported Dashboard screens.
Important limitations
AI decisions cannot invent CRM state. Backend validation owns attributes, reminders and stage transitions. The model should use verified About, FAQ and processed knowledge content for factual claims; a URL entered without processing is not the same as live web browsing.