The knowledge base and the public help page
Write the company's official answers once; the AI uses them in replies and customers can read them on the public help page.
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Auto-responder, reply suggestions, knowledge base and rules.
AI: auto-responder after hours and reply suggestions during hours
Configure the AI per domain: business context, when it replies, hours, language, and how it uses the knowledge base so it never makes things up.
Read the articleAuto-assignment rules and the reply target (SLA)
New conversations reach the right person on their own, with the right tag and status, and you hear about it when something sits unanswered too long.
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