Overviews
Promptly is a multi-tenant AI chatbot you embed on your website. It answers your visitors' questions using your content — knowledge articles, documentation pages, and (optionally) a live product catalog — and hands the conversation to a human agent when it can't help. Each customer account is an isolated workspace (a "tenant") with its own data, settings, and widget.
The four building blocks
You assemble your chatbot from four sources of truth:
| Block | What it does | Where |
|---|---|---|
| Knowledge base | Free-text articles, FAQs, uploaded files, and crawled web pages the bot can answer from. | Dashboard → Knowledge |
| Documentation | Structured help pages you author in Promptly; also synced into the knowledge base. | Dashboard → Documentation |
| Product catalog | A live feed from your store/API so the bot can search products and show cards. | Dashboard → Product Catalog |
| Widget | The chat bubble your visitors actually see and interact with. | Dashboard → Widget |
On top of these sit two cross-cutting capabilities:
- Escalation & the Inbox — route conversations the bot can't resolve to your human agents.
- Analytics — see usage, costs, and what visitors are asking.
🖼️ [Image] — diagram showing the four building blocks feeding into the chat Widget, with Escalation and Analytics layered on top
The golden rule: no hallucination
Promptly only answers from content you have indexed. When the bot has no confident match, it does not invent an answer — it returns your configured fallback message (and can escalate to a human). This is the core safety property of the platform: accuracy over coverage. The more knowledge you add, the more questions it can answer truthfully.
A typical setup path
- Configure behavior — set your AI model, system prompt, and fallback message in Settings.
- Add knowledge — crawl your website or add articles.
- (Optional) Connect a catalog — if you sell products, connect your feed.
- Customize and embed — style the widget and paste the embed code.
- Test, then turn on escalation — set up the Inbox and escalation rules.
The fastest route to a live widget is the Quickstart. To learn the vocabulary first, read Core concepts.