AI assistance with a purpose.
Use AI-supported replies around your business context. Agree the supported languages, knowledge sources, review mode, and handoff behavior before enabling it for customers.
Automatic replies for familiar questions.
Configure responses for recurring inquiries and routine first steps. Keep the wording specific to your business and review the rules as your services change.
Set expectations outside working hours.
Define when your team is available and what customers should hear when it is not. An out-of-hours reply acknowledges the inquiry without implying a person is online.
People remain part of the conversation.
Make escalation to a team member part of the setup. Avoid promising that AI can answer every question or make decisions it is not authorized to make.
Questions, answered.
Are AI replies and rule-based replies the same?
No. Rule-based replies use configured conditions and wording. AI replies generate responses from the configured model and context; their behavior and data processing need separate review.
Can automation ignore a channel’s messaging rules?
No. Channel permissions, messaging windows, consent and template requirements still apply.