Get to know CAASI
CAASI is your always-available AI assistant. It helps your clients get quick answers and complete tasks without waiting for staff. Whether someone wants to check class times, understand what a pass includes, or get help booking, CAASI responds instantly using the information already stored in your WellnessLiving account.
Because CAASI handles routine questions and small tasks, your staff can stay focused on creating exceptional client experiences.
(For a client-facing guide, see Chat with CAASI, the AI Agent.)
CAASI comes pre-trained on:
Anonymized data from your business
Your WellnessLiving services, schedules, and settings
Thousands of real-world customer interactions
This guide shows you how to access CAASI, add it to your website, customize its appearance, and review your clients’ conversations.
Where clients can use CAASI
Your clients will see CAASI in different places depending on your subscriptions:
Presence Subscription
CAASI automatically appears on your website. No setup required.
Presence + White Label Achieve Client App
Clients can chat with CAASI from both your website and your custom app.
CAASI Subscription Only
Clients can chat with CAASI from your website after you embed the CAASI widget.
See Embedding WellnessLiving Widgets for website-builder instructions.
Get started with CAASI
CAASI is already included with your WellnessLiving platform—no new tools or software. Just open the CAASI console to begin.
To access CAASI:
Open App Drawer → View All → CAASI.
Optional: Click Actions → Pin to Top Nav Bar or Pin to App Drawer.
Click Open CAASI Communication Hub.
Subscribe to or unsubscribe from CAASI
CAASI is available as an add-on to your WellnessLiving subscription and can be activated or deactivated at any time.
Note: Staff need the Manage CAASI Subscription permission.
To subscribe:
Open App Drawer → View All → CAASI.
Click Subscribe or Activate My Free Trial → Confirm Upgrade.
To unsubscribe:
Open App Drawer → View All → CAASI.
Click Deactivate → Confirm Opt-Out.
Add CAASI to your website
If you don’t use Presence, you can manually embed CAASI on your website.
CAASI appears as a floating chat bubble on every page.
To add CAASI to your website:
Open App Drawer → View All → CAASI.
Click Open CAASI Communication Hub.
Go to Application Settings → Channel Settings → Webchat.
Click Deploy.
Copy the script provided.
Paste it into your website builder’s header/footer.
See Embedding WellnessLiving Widgets for instructions for WordPress, Shopify, Wix, Squarespace, GoDaddy, and others.
Customize CAASI’s Appearance
You can personalize CAASI’s name, icon, colors, messages, and chat window styling so it fits your brand.
Notes:
These visual customizations don’t override your White Label Achieve Client App styling.
Staff must have the Manage CAASI Settings permission.
To customize the appearance of CAASI:
Open the App Drawer
then click View All > CAASI.
Click Open CAASI Communication Hub.
On the side menu, click Application Settings
then click Channel Settings > Webchat.
A live preview of all of your selections appears on the right side of the screen.
Customize Widget Styling
Your Widget Styling settings are where you choose what clients see before beginning a conversation with CAASI:
Choose or upload the Widget Icon clients click to begin chatting.
Choose the widget Icon Color.
Choose whether the icon should show Animation when clients visit the page or receive a message.
Choose whether Sound Effects should play when clients visit the page or receive a message.
Choose whether you the want the Welcome Bubble Appearance to be Rich with detail or Simple.
Choose where the widget button should be in relation to the bubble by adjusting the Position of Widget.
Choose whether you want to Customize Popup Colors. If so, choose the Title Color and Theme Color.
Enter the Welcome Title that appears at the top of the widget.
Enter the Welcome Message CAASI sends to prompt clients to begin a conversation.
Enter the Call-to-action button text clients can click to begin a conversation with CAASI.
Customize Chat Window Styling
Click Chat Window Styling and choose what clients see while having a conversation with CAASI:
Enter the AI Agent Name that clients will see when communicating with your agent.
Choose the Primary Color to determine the colors of the frame and chat bubbles.
Choose the Secondary Buttons color. We recommend choosing a color that contrasts with the selected Primary Color for easier navigation.
Choose the desired Font Style.
Choose or upload a Brand Logo to appear at the top of the screen.
Choose or upload a AI Agent Avatar to appear with CAASI’s messages.
Customize Quick Replies
Click Quick Replies to create text options clients can click to quickly respond to CAASI:
Click Add Row to add a new option. You can have up to five quick replies.
Under Title, enter the text of the reply the client will see.
Under Action, enter the text of the reply that’s sent to CAASI.
Click Add Menu Item
and choose or upload an icon to appear with the reply.
Click Save.
Review Client Conversations
All client interactions with CAASI appear in the Communication Hub, giving you full visibility into how the agent supports your clients. Use this page as part of your daily workflow to monitor active conversations and identify trends.
If clients repeatedly ask about topics like cancellation policies, that signals an opportunity to clarify this information on your website, intake forms, or welcome emails.
You can browse and filter conversations, open any interaction to see details, and review each client’s full CAASI history through the Action column.
For deeper analysis, use the Conversation Logs section. This page displays conversations in a sortable list, shows status at a glance, and lets you customize columns. It also provides quick access to conversation details and client profiles, making it ideal for reviewing weekly trends and traffic patterns.
Note: Staff must have the Manage CAASI Conversations permission.
Access the Communication Hub
To review your clients' conversations with CAASI from the Communication Hub:
Open the App Drawer then click View All > CAASI.
Click Open CAASI Communication Hub.
On the side menu, click Communication Hub
Your client conversations are displayed.
On the left side of the page, click through the conversations. Click Filter to filter the list by the available parameters.
In the center of the page, the conversation history appears. Read through the conversation, and add any notes about it to the Private Note section.
On the right of the page, details about the client appear. Additionally, you can see whether the conversation resolved the client’s questions. Click All Sessions to view the client’s other conversations with CAASI.
Access your Conversation Logs
To review your clients' conversations with CAASI from the Conversation Log:
Open the App Drawer
then click View All > CAASI.
Click Open CAASI Communication Hub.
On the side menu, click Conversations
> Conversation Log.
A list of all conversations appears.
At the top of the page, click Search here… to search for specific conversations.
Click Filter
to filter the list by the available parameters.
Click the Date Range to filter the list by date.
Click Column Selector and select the columns that should appear.
Next to the conversations, click View Conversation
or Open in new page 
to view details about the client and the conversation, as well as the transcript.
Staff Notifications for CAASI
Depending on your settings, CAASI can notify your staff when:
A client needs assistance
A client tries to book a service
A new lead is captured
Notifications may be sent via:
SMS
Email
Push notifications through the Elevate Staff App
After reviewing the request, update the Resolution Status to Closed.
See how your agent is performing
CAASI includes powerful analytics to help you understand how clients are engaging with your virtual agent. In the Analytics section, you can track overall performance with key metrics such as the total number of conversations, requests for staff assistance, leads captured, and total engagement time.
A line graph shows conversation volume trends over time, and you can filter the overview by date to focus on specific periods. If CAASI resolves most booking questions without staff intervention, your staff can focus on delivering services instead of handling routine inquiries.
For deeper insights, you can explore dedicated reports:
Captured leads – See detailed records of new leads captured by CAASI, presented in a format similar to booking analytics for easy comparison and review. Captured leads are reflected in your Lead Management Report. If you notice CAASI captured ten new leads this month, that’s ten potential new memberships you might have missed if clients couldn’t get quick answers online.
To see how your agent is performing:
To open the CAASI console, open the App Drawer
then click View All > CAASI.
Click Open CAASI Communication Hub, then click Analytics
View your analytics:
To see an overview of your analytics, on the side menu, click Overview.
To see details about your captured leads analytics, on the side menu, click Captured Leads.
To view links to your exported CAASI reports, click Exported Reports.
Your selected analytics appear filtered by date. Use the preset date selections or Choose a date range to view specific dates. Click Export to export the current version of the report.
Optimize CAASI's performance
If your numbers are lower than expected, there are a few simple ways to improve CAASI’s performance:
Check that your widget is live and visible on your website’s most active pages, such as your home page or class schedule.
Check that your services, Purchase Options, and staff biographies are complete. CAASI pulls information directly from here and the more information CAASI has, the better it can serve your clients.
Make use of additional knowledge sources by uploading them to CAASI. Note that this feature is only available to subscribers at the Agent Plan level.
Update your Welcome Message to make it more inviting and prompt clients to ask questions. For example, try: Hi there! I’m here to help with class times, bookings, and more—just ask!
Promote CAASI in your client communications, such as emails or newsletters, so clients know they can get quick answers anytime.
Contact our Support Team for personalized tips and guidance.
Coming Soon!
Add knowledge sources to CAASI
Note: This feature is only available to subscribers at the Agent Plan level.
CAASI answers questions using the information available in your WellnessLiving account. You can improve CAASI’s responses by adding knowledge sources, such as URLs and uploaded files. The accuracy of CAASI’s answers depends on the quality and completeness of the information you provide.
You can teach CAASI to provide more accurate answers by giving it access to custom resources, such as your website or training documents for your staff. You could add a promotional flyer so CAASI can share details about seasonal offers or discounts. This ensures that CAASI can reference the most relevant and up-to-date information about your business.
There are two ways to provide CAASI with URLs to reference:
Add Domains – CAASI can scan specific websites to gather information. You can control how often the website is scanned and how many pages CAASI explores.
Upload a text file of URLs – If you only want CAASI to reference certain pages, you can upload a .txt file that lists those URLs.
In addition to URLs, you can upload other files that CAASI will reference when responding to client questions. Supported file types include html, pdf, pptx, docx, txt, csv, xls, and markdown.
To add knowledge sources to CAASI:
Open the App Drawer
then click View All > CAASI.
Click Open CAASI Communication Hub.
On the side menu, click Application Settings
then click Knowledge Base > Webpages & Docs.
Add your desired knowledge sources:
To add a domain, click Add Domain, then enter the domain details and click Save.
To add a single URL, click URLs and Docs, then click New Knowledge Source and select Add URL. Enter the URL details and click Save.
To add a group of URLs, click URLs and Docs, then click New Knowledge Source and select Bulk URL Upload. Upload the text file with a list of the URLs.
To add a file, click URLs and Docs, then click New Knowledge Source and select Upload Docs, PDFs, & PPTs. Upload the text file with a list of the URLs.
Manage client request notifications
CAASI can notify your staff whenever a client needs extra help. Depending on your settings, you’ll receive alerts when a client needs staff assistance or tries to book a service, or when a new lead is captured. If a client tries to book a personal training session after hours, staff can see the request first thing in the morning and secure the booking without missing the lead. In this section, we’ll show you how to customize these notifications and choose which staff members should receive them.
Note: This feature is coming soon to select businesses with CAASI enabled.
To manage client request notifications:
First, choose who receives these notifications by adjusting your staff role permissions:
Open the App Drawer
then click View All > Setup > Staff > Staff Roles.
Click the staff role you want to edit.
Scroll to the Notifications section.
Under CAASI, choose which notifications the staff member should receive. Your choices are:
Receive Staff Assistance Request notification
Receive Booking Request notification
Receive Lead Capture notification
Click Save. Repeat these steps to ensure each staff role has the desired permissions.
Next, customize your notifications to include all your desired information:
Open the App Drawer
then click View All > Setup > Notifications > Staff Notifications.
Scroll to CAASI. If the section doesn’t appear, clear any applied filters.
Next to the template type you want to edit, click Edit
Make your desired changes to the template. For further guidance, refer to Modify an email template using the visual editor, Email variables, and SMS variables.
Click Save. Repeat these steps for the Email, SMS, and Push options for each notification as desired.