Milo

Milo is the AI in Feddy. It does two jobs. It answers users on its own, within limits you set, and it helps you write replies in the inbox. It never makes up facts about your product: everything it says to a user comes from your answers, which you write or it learns from your team’s replies, or from the docs and text you added as sources. You’ll use it to:

• Answer the questions you get over and over, without touching them.
• Let users know they’ve been heard while they wait for you.
• Draft, shorten, translate, or soften a reply before you send it.

Its settings live under Settings → Milo AI.

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Answers

An answer is the reply you’d give to a common question, saved once so it can be reused. Each one has a title for your own reference, and optionally keywords, a topic, and a platform that narrow when it applies. Write them under Settings → Milo AI → Answers, or import a batch from the same page.

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Sources

A source is material Milo reads to answer questions your answers don’t cover. Add one under Settings → Milo AI → Sources, where each kind has its own add button:

• Website: the address of your docs or help center. Milo reads that page and the pages under it on the same site, and reads them again every week. Click Refresh on its row to read them again now.
• App Store: the link to your app on the App Store. Milo reads the description, the release notes of the latest version, and which devices, system versions, and languages the app supports. Prices are left out, and lines in the description that state a price are skipped. The listing is read from the country in the link and again every week, or now with Refresh.
• Text: anything you paste, or a .md or .txt file you drop in. Only the text is kept, not the file.

Milo writes replies from your answers and sources in its own words and never sends a passage as is. When a source and one of your answers disagree, the answer wins. If nothing covers a question, Milo hands the conversation to you. Each source has a Used by setting:

• Milo and team: Milo can use it in replies to users. Anything in it may end up in a reply, so add only what any user may read.
• Team only: only the Copilot reads it, for drafts you review before sending. Use this for internal notes.

Open a source to see every passage Milo reads from it. If a site draws its pages with JavaScript, there’s no text to read and the source shows why. Add the text instead.

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About your app

Settings → Milo AI → Settings has an About your app box: a short description Milo reads before every reply. Fill it in. It’s how Milo knows what your product is and what it isn’t. For a first draft, click Draft from a link and paste your app’s App Store link or your website’s address. Milo reads that one page and writes a short paragraph in English, without prices, into the box. Nothing is saved until you click Save, so edit it first: add what the page leaves out, and remove anything you don’t want Milo to say. Also read this page for answers, ticked by default, adds the same link as a source too, so Milo can answer from it. If it’s already a source, nothing changes.

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Modes

Choose how Milo replies to users under Settings → Milo AI → Settings: New projects on a paid plan start in Answer with AI; on the Free plan, in Keyword answers only. Turn Enabled off to send nothing automatically. Whatever the mode, Milo never changes a conversation’s status and never marks it resolved. Only you, or the user, can close a conversation. Users see replies under the name you give Milo in Name. New projects start with “Milo”.

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Style

Style sets how replies sound: Tone (friendly, neutral, or playful), Length (short or detailed), Formality (casual or formal), and Emoji (never or sometimes). Each starts at Auto, which follows the usual way support writes in the user’s language. Changes apply to the next reply.

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Rules

Rules decide what Milo does in three common cases. Each is a switch: For anything else, use Other instructions.

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Other instructions

Free text Milo follows on every reply: what to call your product, things it should never say, anything Style doesn’t cover. Where they differ from Style, these win. Keep facts in your answers and use instructions for behavior.

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Handing over to you

Milo steps back and leaves the conversation to you when the user asks for a person, when nothing in your answers or sources covers the question, after answering only part of a message, or after its third reply. If it hasn’t replied yet, the user gets the fallback message. If it has, it tells them in its own words that you’ll take it from here. After that it stays quiet in the conversation, even if a later message is one it could answer. When it hands over, Milo leaves you an internal note in the conversation: what the user wants, what’s already known (their device, version, plan, what their screenshots show), what Milo told them, and what’s still missing. The user never sees it. The note is written in the language your team replies in.

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Fallback message

The fallback message goes out when a new conversation gets no answer, so the user knows they’ve been heard and roughly when to expect you. The default is a thank-you with a 24 to 48 hour expectation; change it to match your real response time. Leave it empty to send nothing.

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What Milo did

Under each of Milo’s replies in a conversation, a one-line card says what it did and why: which answer it used, or what was missing that made it ask a question or hand the conversation to you. Open the card to see the answers and pages it drew on (Based on links the page), how it read the message, and whether the user found it helpful. The Milo AI page lists the past week or month: how many times Milo replied, what users said about the replies, the conversations it handed to you grouped by reason with an example of each, any time it could not reach the AI service, what it learned from your replies, and new requests from users. Every Monday, everyone on the project also gets the same list by email. Turn it off under Account → Notifications → Weekly Milo summary. If the AI service doesn’t respond, the user gets your fallback message, the conversation is left to you with a note saying why, and the week’s list counts it.

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Was this helpful?

After one of Milo’s replies, the user sees a Was this helpful? prompt. Yes closes the conversation as resolved. No leaves it open and flags the reply in your inbox so you can step in.

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Learn from your replies

When this is on, which it is by default, Milo reads what your team replies to users and keeps what the next user asking the same thing should hear. It saves it to your answers and uses it right away. There is nothing to review.

• It learns only what holds for everyone. A refund you granted or “it works now” stays with that one user.
• It keeps your steps and conditions as you wrote them, and doesn’t turn them into a yes or a no.
• When your team’s answer changes, it updates the answer it already has instead of adding a second one. Your newest reply wins, also over an answer you wrote by hand, unless you edited that answer after the reply.
• Something temporary, like an outage or a workaround until your next release, stops being used after two weeks, or from the app version you said fixes it.

Learned answers are marked Learned in your answers list. Each answer page has a history of every change, and any earlier version can be restored. In a conversation, Milo’s card shows which answers a reply used; next to one it learned, Undo takes back its latest change. Editing a learned answer makes it yours. Questions Milo couldn’t answer, and hasn’t learned an answer for since, are listed under Unanswered, each with a button to write the answer.

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Copilot

Next to every conversation, the Copilot tab has already read the thread, its screenshots, your notes, your answers, and your sources, including the ones for your team only. Ask it to draft a reply, summarize, translate into the user’s language, or soften the tone. What it writes goes into your reply box, where you edit it and send it yourself. Nothing reaches the user until you press send. Copilot answers up to 30 times per conversation, counting everyone on your team.

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Try it

Settings → Milo AI → Settings has a phone on the right where you can talk to Milo the way a user of your app would: several messages in a row, in any language, with a screenshot if you like. It uses your settings as saved, so a change on the left applies to your next message. Under each reply, a line says what Milo did; click it to see the answers and pages it used and its note for you. Once Milo hands the conversation over, click Clear to start again. Nothing is sent to anyone, and it doesn’t count toward your plan’s AI replies.

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Availability

AI answers, sources, and the Copilot are available on paid plans. Pro includes 5 sources and 500 pages per project, Business 20 sources and 3,000 pages; pasted text and an App Store listing each count as one page. Keyword answers and the fallback message work on every plan.

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