The AI responder
The AI responder answers customers’ texts, WhatsApp messages and emails, out of hours or straight away, from your catalogue, opening hours and knowledge. It hands over to your team when a person is needed, such as for a complaint. It’s part of Pro.
Set it up
Section titled “Set it up”- Go to Settings > Inbox (or Inboxes, then the inbox) and find AI responder.
- Give it Its name.
- Choose When it answers: out of hours, or straight away.
- Choose the Channels it answers on. Channels you haven’t connected show as Not connected.
- Choose What it can do.
- Choose the Tone.
- Set Hand over after: when it passes the thread to a person.
- Optionally Tag threads it answers, so you can find them.
- Save.
You’ll see The AI responder is saved and on when it’s running.
Try it first
Section titled “Try it first”Under Try it, type a message a customer might send under Their message, such as “Are you open on Saturday?”, and see how the AI would answer.
Give it what it needs to know
Section titled “Give it what it needs to know”The AI responder uses the same Knowledge as the website assistant. Add entries in Settings > Knowledge. See The website assistant.
Hand-overs
Section titled “Hand-overs”When the AI hands a thread to a person, they can be told on their phone. Turn on AI hand-overs in Settings > Notifications.
See what it has done
Section titled “See what it has done”Click See what it has done to see what it has answered, or open the AI responder report in Reports.
AI responder conversations count towards your monthly AI conversations, along with website chats. The AI unlimited add-on removes the limit.