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How to Configure and Use Public Chat Access in ServiceAI Enterprise

Ricky Cecchini
  • Updated

Please note: This feature is available only with ServiceAI's Enterprise edition.

Public Chat Access is an Enterprise-exclusive feature in ServiceAI that enables MSPs to create a public-facing chat assistant powered by their global ruleset and knowledge base. This self-service tool helps reduce support tickets by giving end users direct access to troubleshooting information and documentation through an intelligent chat interface.

Public Chat runs every chat turn through the same agentic, search-augmented workflow as ServiceAI's AI Chat. Anonymous visitors can search your knowledge base and the public web, follow multi-turn conversations, and get answers that consult multiple KB articles in a single exchange. Access to tenant-internal data (tickets, companies, users) is locked off server-side — the public chat toolset is restricted to KB search and web search only.

With it, you can:

  • Reduce ticket volume by enabling users to self-serve common questions
  • Provide 24/7 availability for users to get instant answers from your knowledge base
  • Enable a seamless integration into Microsoft Teams, websites, or client portals
  • No agent involvement - purely automated responses based on your documentation
  • Customizable experience with branded welcome messages and suggested prompts

Note that this chat is for unauthenticated users. As a result, customizations will not apply per user or per company - only your global ServiceAI ruleset will apply to this chat. 

Accessing Public Chat Settings

  1. Navigate to Account Settings in ServiceAI by selecting the gear icon in the top navbar
  2. Click on the Access tab
  3. Locate the Public Chat Access section

Configuration Steps

1. Enable Public Chat Access

To enable Public Chat Access, you must be on ServiceAI's Enterprise plan. To upgrade, please reach out to your account manager by emailing success@cloudradial.com.

  • If you are already on the Enterprise version of ServiceAI, your Public Chat will be enabled by default. 

2. Set Your Public Chat URL

Once enabled, ServiceAI generates a unique URL for your public chat. This URL can be:

  • Embedded as an iframe on your website
  • Added to Microsoft Teams as a tab
  • Integrated into your CloudRadial UCP portal
  • Shared directly with users who need self-service support

Copy the URL from the field.

3. Customize the Welcome Message

Create a friendly, informative welcome message that:

  • Sets expectations about the assistant's capabilities
  • Encourages users to ask questions
  • Provides context about available information

Example: "Hello! Feel free to ask me questions about [Your MSP's Name]. I'm trained on all documents and processes to help you get started."

4. Add Suggested Prompts

Configure quick-access prompts to guide users toward common queries. Click "+ Add" to create prompts that align with your most frequently requested support.

Some effective prompt examples include:

  • "Password Reset Instructions" - Direct users to self-service password recovery from a KB
  • "Billing Information" - Provide instant access to payment and invoice queries
  • "System Requirements" - Help users verify compatibility before issues arise
  • "Getting Started Guide" - Onboard new users without agent assistance
  • "Troubleshoot Connection Issues" - Walk through common connectivity problems
  • "Feature Overview" - Explain specific functionality without creating tickets

Ruleset Configuration Tips

To maximize your Public Chat effectiveness, configure your global ruleset with these patterns:

  1. FAQ Detection Rules
    • Create rules that identify common question patterns
    • Map these to specific knowledge base articles
    • Ensure responses are complete and don't require follow-up
  2. Escalation Boundaries
    • Set clear rules for what the public chat will and won't answer
    • Include messages like "For account-specific issues, please contact support."
    • Prevent exposure of sensitive internal documentation
  3. Category-Based Routing
    • Organize rules by topic (billing, technical, onboarding)
    • Ensure each category has comprehensive coverage
    • Test responses for clarity and completeness
  4. Keyword Optimization
    • Include common misspellings and variations in your rules
    • Account for different ways users might phrase the same question
    • Use broad matching for flexibility while maintaining accuracy

Important Limitations of Public Chat

Keep in mind that ServiceAI's public chat access is not a chat tool in the traditional sense. It is an assistant for public, unauthenticated users to access your documentation for self-service purposes. 

As a result, it has:

  • No live agent transfer - This is a self-service tool only
  • No ticket creation - Users cannot submit support requests through public chat
  • Global ruleset only - Responses are based on public-facing documentation, so it will not apply client or user-specific rulesets
  • No user authentication - Cannot access account-specific information
  • Enterprise edition required - Not available in Standard or Professional editions

Use Case Scenarios

Website Integration

Embed the chat on your support page to deflect tickets before users reach your contact form. Position it prominently with a call-to-action like "Get Instant Answers."

Microsoft Teams Channel

Add as a tab in a shared Teams channel for clients, giving them 24/7 access to documentation without leaving their collaboration platform.

Client Portal Enhancement

Include in CloudRadial UCP to provide contextual help without users navigating away from their work.

After-Hours Support

Promote the URL in your out-of-office messages and voicemail greetings to provide some level of support coverage outside business hours.

Measuring the Success of Public Chat

When users use public chat, you will be able to view their ratings and interactions by navigating to your AI Chat Sandbox > Chat History tab. This will help you understand what is being asked of your documentation, your bot, and more - as well as giving you feedback to improve and tweak these processes to meet your client demands. 

Monitor these metrics regularly to evaluate your Public Chat effectiveness. Watch for:

  • A reduction in tickets for topics covered by public chat
  • User engagement with suggested prompts
  • Most frequently asked questions to identify documentation gaps
  • Time saved by support team on repetitive queries

Security Considerations

  • Only global, non-sensitive documentation is accessible
  • No PII or account-specific data is exposed
  • Regular review of accessible content is recommended
  • Consider setting up a separate knowledge base category specifically for public chat content (documentation stored locally inside of ServiceAI, which you can read more about here)

By properly configuring Public Chat Access, MSPs can significantly reduce support burden while improving user satisfaction through instant, accurate self-service options.

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