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AI replies

AI answers from your own Q&A, and hands off what it can't

Visitors get an answer in seconds, day or night. The AI only uses what you wrote. When it can't answer, it passes the chat to your team and says why.

Plans Starter (300 AI answers a month), Team (1,000) and Business (2,000), shared by auto-replies and suggested replies

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A visitor on a tea shop's website asks about shipping. The AI assistant answers from the shop's Q&A, then hands the next question about an order to the team.
The visitor's view: an instant answer with 👍/👎, then a handoff when the question needs a person.

You stay in control

Choose how much the AI does

Pick off, drafts only or auto-reply. With drafts only, the AI suggests a reply for your agent to edit and send, and never writes to visitors itself. With auto-reply it also answers visitors until an agent takes over. Name it, set its tone and try a test question first.

  • Three modes: off, drafts only, auto-reply
  • Shows which knowledge entries an answer came from
  • Instructions for tone, greetings and things to avoid
  • Stops answering as soon as an agent takes the chat
The AI assistant settings in the Live Chat portal, with a test question answered and the knowledge entries it used.
Name the assistant, set its tone, and try a question before visitors do.

How the AI replies work

Only your content

Answers come from your knowledge base. If nothing there fits, the assistant does not guess.

Clear handoff

Unsure answers, specific orders and requests for a person go to your team. The inbox shows that the AI handed it over, and why.

Visitors rate every answer

Visitors can mark each AI answer 👍 or 👎 and pick a reason. The Ratings report shows what to fix.

Monthly allowance

Each plan includes AI answers every month, shared by auto-replies and suggested replies. Extra answers are $19 per 1,000.

Questions

Is our content used to train models?

No. Your Q&A and articles are only used to answer your own visitors, and a deleted entry is no longer used.

What happens when the AI can't answer?

It tells the visitor someone from the team will reply and moves the chat to your inbox, marked as handed over by the AI with the reason.

Does the AI keep talking after an agent joins?

No. Once an agent takes the conversation, the assistant stays quiet in it.

Can the AI draft replies without answering visitors?

Yes. Set the mode to drafts only. Agents press "Suggest reply", edit the draft and send it. Each suggestion uses one AI answer; when your knowledge base has no answer, nothing is used.

More features

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