Multi-Tenant AI Assistant Portal

What is the AI Assistant Portal?

The AI Assistant Portal is where your organisation runs its own AI chatbot: a helpful assistant that sits on your website and answers visitors' questions around the clock, in plain language.

Unlike a general-purpose AI, your chatbot answers only from information you give it — your documents and your web pages. Every factual answer shows which of your sources it came from, so you and your visitors can check it. If your content doesn't cover a question, the chatbot says so honestly instead of guessing, and the question appears on your dashboard so you can fill the gap.

Your organisation is one tenant of the portal. Your content, conversations and settings are completely separate from every other organisation's: no other tenant can see your data, and your chatbot never uses theirs.

How it works, in four steps

1. You teach it. Upload documents (PDF, Word, Excel and more) or point it at pages of your website. The portal reads them and makes them searchable.
2. You shape it. Give it a name, a role, a tone of voice, and a list of topics it must avoid.
3. You publish it. Paste one line of code into your website, and the chat bubble appears for your visitors.
4. You look after it. Watch the dashboard, read conversations, act on ratings and unanswered questions, and keep your content up to date.

Benefits for your organisation

Your responsibilities as Tenant Administrator

The Tenant Administrator controls what the AI assistant knows, monitors its conversations, manages who can use the portal, and makes sure visitors receive accurate answers.

1. Sign in and secure your account (10 minutes). Sign in, then turn on two-step sign-in in My identity. How to sign in
2. Check what your chatbot knows (15 minutes). Open Knowledge bases → Documents. Make sure the documents your visitors need are there and marked Ready: fees and funding, opening hours and closures, admissions and visits, and your main policies. Upload anything missing.
3. Tell it about your organisation (10 minutes). On the AI Chatbot page, fill in the Company tab and read the Behaviour tab. The defaults are sensible; add only what's specific to you.
4. Ask it your ten most common questions (15 minutes). Use Ask in the portal, then try the same questions on your website in a private window. Fix anything it gets wrong in your documents, not in its settings. Improving answers
5. Decide who helps visitors (10 minutes). Create a team in the Inbox and add the people who will answer when a parent asks to speak to someone.

What can wait

• Roles, hierarchy and overrides. The built-in roles suit most organisations. See Roles when you need something different.
• Tone, quick replies and the chatbot's name. The defaults work; adjust them once you've seen real conversations.
• Time zone and retention. Check them once (Handoff & limits); you rarely need to change them again.

Signing in

Page

Sign in

Address

The portal address your platform provider gave you, for example https://portal.yourcompany.com. Bookmark it.

Purpose

Confirms who you are before showing your organisation's data.

1. Open the portal addressin your web browser. Any modern browser works: Chrome, Edge, Firefox or Safari.
2. Enter your email addressin the Email box — the one your administrator registered for you.
3. Enter your passwordin the Password box.
4. Click Sign in. If you have turned on an authenticator app (see My identity), you'll be asked for the six-digit code it shows.

Your first sign-in

After signing in, you land on your organisation's Dashboard. If you belong to more than one organisation, use the organisation switcher at the top right to move between them. Everything you see — content, conversations, members — always belongs to the organisation shown there.

We recommend doing these five things in your first session:

1. Secure your account. Turn on an authenticator app in My identity.
2. Follow the setup checklist at the top of the Dashboard. It shows exactly what is left to do. Your first day walks you through it.
3. Check what your chatbot knows in Knowledge bases, and add anything missing.
4. Describe your organisation on the Company and Behaviour tabs of the AI Chatbot page.
5. Test it with the questions your customers ask most (see Testing your chatbot).

Finding your way around

The dark menu on the left takes you to every part of the portal. Click the panel icon at the very top of the page to hide or show it.

Security recommendations

• Use a long, unique password — at least 12 characters, and never one you use elsewhere.
• Turn on two-step sign-in with an authenticator app (My identity).
• Never share your account. Give each colleague their own membership instead (Members).
• Sign out on shared computers, and use Sign out everywhere if you think your password may have been seen.
• Remove access promptly when someone leaves your organisation (Revoke access).

Menu

Dashboard

Purpose

A single overview of setup progress, warnings, activity, usage and gaps in your content.

Refreshes

Automatically. The time of the last update is shown at the top right.

Get your chatbot ready (setup checklist)

Until setup is complete, a checklist sits at the top of the dashboard. Each finished step is ticked and crossed through; click any unfinished step to go straight to the page that completes it.

Needs attention

This amber panel lists problems that affect your visitors, most important first. When there's nothing to fix it tells you everything is fine. Typical items:

• "Your chatbot is hidden on <website>" — a page tried to show your chatbot, but that website address isn't in your allowed list. If it's your site, allow it (see Putting it on your website).
• "1 team with no one in it" — visitors aren't offered that team until you add someone to it (see Teams).
• Usage warnings — you're approaching today's question limit or this month's AI allowance (see Usage and allowances).
• Documents that couldn't be read — see Processing status.

Key figures

Four cards summarise recent activity. Under each number, a small line compares it with the previous period, and a mini chart shows the trend.

Activity chart

Shows questions and new conversations for each of the last 14 days. Hover over (or tap) a day to see its exact numbers.

Your chatbot card

Questions your chatbot couldn't answer

This is the most useful list on the dashboard. It shows questions from the last 30 days that your content didn't answer, most frequently asked first, with how often each was asked.

1. Read the top few questions. Ask yourself: should our chatbot be able to answer this?
2. If yes, add the answer to a document or web page, and add it to your knowledge base (Add to what your chatbot knows).
3. Test the question again in a new chat (see Testing). Once it's answered from your sources, it stops appearing here.
4. If no (for example, "What is the capital of Australia?"), you don't need to do anything: the chatbot correctly declined to answer from general knowledge.

What your chatbot knows

A summary of your content: how many documents are ready to use, how many are web pages and files, and how many couldn't be read. It also shows how many tokens reading your documents used this month, which doesn't count against your AI allowance. Click Manage knowledge to open Knowledge bases.

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AI Chatbot

Purpose

One place for everything about your chatbot, arranged in tabs: Identity, Behaviour, Tone & style, Company, Reply experience, and Handoff & limits.

Saving

Each tab has its own Save button. Changes apply to the next question visitors ask.

Who controls what

Your chatbot is shaped by two parties. Knowing who controls what saves time when something needs changing.

Turning your chatbot on or off

The AI Chatbot switch at the top of the page turns the AI on or off for all your visitors, immediately.

• On — the AI answers visitors' questions.
• Off — visitors go straight to a person. The chat bubble still works and conversations still arrive in your Inbox, but no AI answers are given and no allowance is used.

Putting your chatbot on your website

The On your website card shows whether your chatbot is really on your site and gives you the code to add it.

1. Check the allowed address. Under Where it can appear, make sure your website's address is listed (for example https://www.yourcompany.com). If not, click Change and add it.
2. Copy the code. Click Copy code, or Copy instructions for your web developer if someone else manages your site.
3. Paste it into every page just before the closing </body> tag. Most website builders have a "custom code" or "footer scripts" setting for this.
4. Open your website and look for the round chat button in the bottom-right corner.
5. Back in the portal, click Check again. The status changes to Installed, and the dashboard's setup step 3 is ticked.

Identity tab

How your chatbot introduces itself on your website.

Click Save identity. The Preview panel on the right shows the result straight away.

Behaviour tab

Your chatbot's job description: what it's for, and what it must never do.

Tone & style tab

These are fixed options rather than free text on purpose, so a tone setting can never change your chatbot's rules. Click Save tone & style.

Company tab

Background your chatbot draws on to understand who it speaks for.

Click Save company context. Saving this completes setup step 2 on the dashboard.

Reply experience tab

Handoff & limits tab

When your chatbot should fetch a colleague, how many AI answers it may give each day, and how long conversations are kept.

Click Save handoff & limits.

What is a knowledge base?

The knowledge base contains the information your AI assistant uses to answer customer questions.

Think of it as a library you build for your chatbot. When a visitor asks a question, the chatbot searches your library, finds the most relevant passages, and writes an answer from them, showing numbered references to the pages it used. If the library doesn't contain the answer, the chatbot says so instead of guessing.

The knowledge base list

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Knowledge bases

Purpose

Lists your knowledge bases and gives you every action for each one.

Create a knowledge base

Most organisations need only one knowledge base. Create another if you want to keep a separate set of content, for example for a different website.

1. Click New knowledge base at the top right of the Knowledge bases page.
2. Enter a name you'll recognise, such as "Parent information" or "Policies".
3. Add a short description (optional) saying what it contains.
4. Leave Visibility as Tenant — everyone so everyone in your organisation can use it (see Who can see a knowledge base).
5. Click Create and add documents. The documents window opens straight away so you can add content.

Who can see a knowledge base

Visibility decides which people in your organisation can see and use a knowledge base in the portal. It does not affect your website: a website chatbot always answers from the knowledge base it's connected to, whatever its visibility.

Upload documents

1. Open the documents window. On the Knowledge bases page, click Documents next to your knowledge base.
2. Add your files. Drag them onto the area marked Drop files here, or click browse to choose them. You can add several at once.
3. Watch them process. Each file appears in the list immediately with its own progress bar, and an overall bar tracks the whole batch. You can close the window: processing carries on.
4. Check they're ready. Each file should end with a green tick, Ready, and a number of passages searchable.

Add web pages

Instead of uploading files, you can point the portal at pages on your website. It fetches each page, keeps the text and makes it searchable, just like a file.

1. Open the documents window and scroll down to Add from the web.
2. Choose a mode:
   • Specific URLs — fetch exactly these pages. Paste one or more page addresses, separated by spaces or commas. No links are followed. Best for full control.
   • Entire website — follow links from one page. Paste one starting address; the portal follows links within the same site, up to your platform's page and depth limits.
3. Click Start. The source appears below with its progress, for example "25 of 25 pages", and the date it was last fetched.
4. Check the result. Each fetched page appears in the document list and should become Ready.

Add written text

There's no box to type text straight into the knowledge base. To add information that isn't on your website or in an existing document (for example a new FAQ), write it in a document and upload it:

1. Write the content in Word, Google Docs or a plain text file. Use a heading for each question or topic.
2. Save it as .docx, .pdf or .txt, with a clear name such as "Frequently asked questions 2026".
3. Upload it as described in Upload documents.

Check processing status

Every file and web page goes through the same stages. The documents window shows the current stage and a percentage for each one.

Most documents are ready in under a minute. Very large or scanned documents can take a few minutes.

See exactly what was read

Click a document's name in the list to see the passages the portal extracted from it. This is the quickest way to find out why a document isn't helping, for example if a web page captured a cookie banner instead of the article.

Update content

Delete a document

1. Open the documents window for the knowledge base.
2. Click the bin icon on the document's row.
3. Confirm. The document is removed from search immediately, and the chatbot stops using it for new answers.

Test search

Test search shows which of your pages the chatbot would draw on for a question, without generating an answer. It's the quickest way to check whether your content covers a topic.

1. Click Test search next to the knowledge base.
2. Type a question the way a visitor would, and click Search.
3. Read the results. The best-matching pages come first. The number beside each is a relevance score; only compare scores within one search.

Delete a knowledge base

1. Click the bin icon on the knowledge base's row.
2. Read what will be removed: the window says exactly how many documents and passages go, and what is kept (answer ratings and the audit trail).
3. Type the knowledge base's name to confirm, then click Delete knowledge base.

Ask from the portal

The quickest test: ask a knowledge base a question without leaving the portal.

1. Go to Knowledge bases and click Ask next to your knowledge base.
2. Type a question and press Enter (Shift + Enter adds a new line).
3. Read the answer and its sources. You can copy it, generate it again, or rate it.

Test it exactly as a visitor sees it

The most realistic test is the chatbot on your own website (or a test page your provider gives you).

1. Open your website in a private (incognito) window. This makes sure you see your latest settings and start a fresh conversation.
2. Click the round chat button in the bottom-right corner.
3. Ask a real question, for example: "How much is a full day for a 2 year old?"
4. Check the answer using the steps below.

Checking an answer

1. Is it correct? Compare it with your own information.
2. Does it cite sources? Factual answers carry small numbers such as 1. Click N web pages or N documents to see them.
3. Are the sources right? Open them: are they the pages you'd expect?
4. Is it the right length and tone? If not, adjust Tone & style.
5. Rate it with 👍 or 👎. Ratings appear in Answer feedback.

Improving answers

Conversation history

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Conversations

Purpose

Every chat with your website chatbot, including any your team took over.

The page opens on Only mine (your own conversations). To review visitors' chats, click Show all conversations, or the All conversations button.

Searching conversations

Type a word or phrase into Search what was said… to find conversations containing it, for example "allergy" or "funding".

Reading a conversation

Click Open on a row to read the full conversation, oldest message first. You'll see the visitor's questions, the AI's answers with their citation numbers, and any messages from your team after a handoff.

The pencil and bin icons on each row rename and delete a conversation. Only the person who owns a conversation can rename or delete it; visitors' conversations are deleted automatically after your retention period.

Answer feedback

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Answer feedback

Purpose

Every 👍 and 👎 given to your chatbot's answers, on your website and in the portal.

• Ratings, Helpful, Not helpful and Satisfaction at the top summarise all ratings. Satisfaction is helpful ratings divided by all ratings.
• Filters show only helpful or not-helpful ratings, and only those from your website or the portal.
• Click a rating to see the exact question and the exact answer that was rated, plus any comment the visitor left.

Inbox and human handoff

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Inbox

Purpose

Conversations where a visitor asked to speak to a person, and the teams they can be passed to. Updates arrive live; no need to refresh.

How a handoff works:

1. A visitor asks for a person, or asks something that needs staff judgement. The chatbot offers the teams that have people in them.
2. The visitor picks a team. The conversation appears in the Inbox of that team's members, live, with a sound if Sound on is enabled.
3. A colleague claims it and replies. Only one person can claim a conversation, so two colleagues never answer the same visitor. Colleagues can also add internal notes that the visitor never sees.
4. When finished, the colleague can hand the conversation back to the AI.

Teams

Teams are the options visitors are offered when they ask for a person, for example "Admissions" or "Support". A team is only offered once it has at least one person in it.

1. Go to Inbox and click New team (or click an existing team to edit it).
2. Enter a name visitors will understand, such as "Admissions", and a short description.
3. Leave Offered to visitors on. Turning it off stops the team being offered but keeps its conversations.
4. Tick the people who will answer this team's conversations.
5. Click Save team. Setup step 4 on the dashboard is now ticked.

All analytics live on the Dashboard, with detail in Answer feedback and Conversations.

Every figure explained

Usage and allowances

Your plan includes two allowances:

The dashboard warns you as you approach each limit, at 80%, 90%, 95% and 100%. When a limit is reached, visitors are told politely that the chatbot can't answer right now and can still ask for a person. Your content and settings are unaffected.

AI cost

The portal shows your AI use as a percentage of your allowance, not in money, because AI usage is included in your plan. You won't be charged extra for normal use within your allowance. For billing questions, or to change your plan, contact your platform provider.

Reading the trends

• Week on week: each key figure compares the last 7 days with the 7 days before ("None in the previous 7 days" means there was no activity then).
• Day by day: the activity chart shows the last 14 days, so you can spot quiet days, busy days and the effect of changes.
• Quality over time: the satisfaction score compares the last 30 days of ratings.

Members

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Members

Purpose

Everyone with access to your organisation in the portal, their status and their roles.

Adding people

There are two ways to add a colleague:

• Add member adds someone who already has a portal account, straight away, with the role you choose.
• Invite member creates an invitation for a new person, with a role pre-selected.

Managing a member

Click the pencil next to a member's job title to edit it. Open the … menu on a member's row for these actions:

Roles

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Roles & permissions

Purpose

Define what each role can do, and see your own permissions.

Every organisation has three built-in roles:

If your plan includes it, New custom role lets you create a role with exactly the permissions you choose. You can only give a role permissions you hold yourself.

Hierarchy, overrides, your permissions and the catalogue

Permission reference

My identity (your account)

Menu

My identity

Purpose

Your profile, password, two-step sign-in, linked sign-in providers and sessions.

All tenant settings at a glance

Every setting you control for your organisation, where to find it, and what we recommend.

Settings your platform provider manages

These are part of your plan or service. You can see their effects, but only your platform provider can change them:

• Assistant type — the kind of organisation your chatbot speaks for (shown on the Company tab).
• The AI model and the platform's safety rules.
• How many knowledge bases and website chatbots you can have.
• Your plan's maximum daily questions and monthly AI allowance.
• Whether you can add members and create custom roles.

How your chatbot handles safeguarding

For nurseries and other organisations that work with children, the platform gives your chatbot strict safeguarding rules that you can't switch off. When a message suggests a child may be at risk, your chatbot:

• points the person to your Designated Safeguarding Lead (DSL) using the contact details in your knowledge base, and to 999 if a child is in immediate danger;
• never investigates, assesses or decides anything about a concern, and never asks a child, parent or member of staff probing questions;
• never confirms anything about a named child, such as whether they attend, are in today or have been collected, whoever claims to be asking;
• doesn't give medical advice about a specific child, such as whether to give medicine or what a symptom means.

What you need to put in place

• Upload your safeguarding policy or a short statement that says who your DSL and deputy DSL are (by role is fine) and how to contact them. Without it, the chatbot can only say "contact the nursery".
• Include emergency and out-of-hours contacts, such as your local children's services and the NSPCC helpline.
• Test it. Ask "I'm worried about a child, who should I talk to?" on your website and check the answer names the right person.
• Brief the staff who read conversations on what to do if they find a concern in a chat (see below).

Data protection

Your chatbot keeps a record of conversations so you can review and improve it. Here is what that means in practice.

This section explains how the portal works; it isn't legal advice. Your organisation is usually the "data controller" for what visitors tell your chatbot, so check your arrangements with whoever handles data protection for you.

Your first week

Launch quietly, watch closely, and fix gaps while traffic is low.

Daily, weekly and monthly routine

Tenant

Your organisation's own private space in the portal. Your content, conversations, settings and members are completely separate from every other organisation's.

Assistant / AI chatbot

The AI that answers your visitors' questions on your website, using only your content.

Assistant type

The kind of organisation your chatbot speaks for (for example UK nursery, or education and training provider). It decides which industry rules apply. Set by your platform provider.

Knowledge base

The collection of documents and web pages your chatbot answers from.

Source

A single document or web page in your knowledge base. Answers show which sources they used.

Passage

A short piece of a source. The portal splits each source into passages so the chatbot can find exactly the relevant part.

Retrieval

The search step: finding the passages that best match a question before the answer is written. Test search shows you this step.

Citation

The small number after a fact in an answer (such as 1), linking it to the source it came from.

Token

The unit AI usage is measured in, roughly three-quarters of a word. Longer questions, sources and answers use more tokens. Your monthly allowance is measured in tokens.

AI model

The AI engine that writes answers. It's chosen and maintained by your platform provider.

Conversation

One chat between a visitor (or member) and your chatbot, possibly including a colleague after a handoff.

Handoff

Passing a conversation from the AI to a person on one of your teams.

Team

A group of your colleagues who take handed-over conversations, such as "Admissions".

Allowance

How much your plan lets your chatbot answer: a daily number of questions, and a monthly amount of AI usage.

Embed code

The single line you paste into your website to show the chatbot. It isn't secret.

Allowed website

A website address where your chatbot may appear. It stays hidden everywhere else.

Role

A named set of permissions given to members, such as Tenant Administrator.

Permission

One specific thing a person may do, such as "read conversations".

Two-step sign-in (MFA)

Signing in with your password plus a code from an app on your phone, so a stolen password alone isn't enough.

Designated Safeguarding Lead (DSL)

The person in your organisation responsible for child protection. Your chatbot directs safeguarding concerns to them, so your knowledge base should say who they are and how to reach them.

Visibility

Which people in your organisation can see a knowledge base in the portal. It doesn't affect what your website chatbot answers from.

Retention period

How long conversations are kept before they are deleted automatically. Set on the AI Chatbot page's Handoff & limits tab.

Audit trail

A permanent record of important actions, such as opening a visitor's conversation or deleting a knowledge base.

Sharing this guide

This guide lives inside the portal at /help, for example https://portal.yourcompany.com/help. Anyone with the link can read it, with no account needed, so you can send it to a new colleague before their account exists.

1. In the portal's left-hand menu, find Help → User guide.
2. Click the link icon beside it. The guide's address is copied.
3. Paste it into an email or a message.

What's new

Version 1.1

1 October 2026. New chapters: Your first day, Safeguarding and data protection, and this one. New sections: who can see a knowledge base, the first-week plan, and the Help menu. Screenshots retaken with a fictional nursery. Easier to read on small phones: tap a screenshot, then tap again to see it at reading size.

Version 1.0

30 September 2026. First edition.

Accessibility

• Every screenshot has a text description for screen readers, and the steps never rely on the picture alone.
• Keyboard: / opens search, Tab moves between links, and Esc closes an enlarged screenshot.
• Reduced motion: if your device is set to reduce motion, the guide jumps instead of scrolling smoothly.
• Dark mode follows your device, or use the button at the bottom of the menu.
• Printing: print from your browser for a paper copy; the menu and buttons are left out and each chapter starts on a new page.

If something in this guide is hard to use, tell your platform provider so it can be fixed.