Assistant
The assistant does two jobs. It replies to users on its own, within limits you set, and it helps you write replies in the inbox. It never invents product facts: everything it says to a user comes from answers you wrote or approved.
Answers
Section titled “Answers”An answer is a piece of text you would send in reply to a common question, with a title for your own reference and optional keywords, topic, and platform to narrow when it applies. Write them in Settings → Assistant → Knowledge, or import a batch.
About your app on the same page is a short description the assistant reads before every reply. Fill it in; it is how the assistant knows what your product is.
Choose how the assistant replies to users in Settings → Assistant:
| Mode | What users get |
|---|---|
| Keyword answers only | An answer whose keyword appears in the message. Everything else gets the fallback message. |
| Answer with AI | A reply composed from your answers. Questions your answers do not cover are handed to you with the fallback message. |
| Suggest replies to me | Nothing automatic beyond keyword answers. The AI drafts a reply for you in the inbox instead. |
Switch Enabled off to send nothing automatically.
In every mode the assistant leaves the conversation status alone and never marks it resolved. Only you, or the user, can close a conversation.
Fallback message
Section titled “Fallback message”Sent when a new conversation gets no answer, so the user knows they were heard and roughly when to expect you. Leave it empty to send nothing. The default is a thank-you with a 24 to 48 hour expectation; edit it to match your real response time.
AI instructions
Section titled “AI instructions”Free text applied to every AI reply: tone, what to call your product, what never to say. Keep facts in answers and use instructions for behavior.
Was this helpful?
Section titled “Was this helpful?”After an assistant reply the user sees a Was this helpful? prompt. Yes closes the conversation as resolved by the user. No leaves it open and flags the reply in your inbox. Results on the Knowledge page shows how often replies were sent, rated helpful, resolved, or handed off.
Learn from closed conversations
Section titled “Learn from closed conversations”When on, the assistant drafts new answers from conversations you close and lists them under Suggested answers for review. Nothing becomes an answer until you approve it.
Copilot
Section titled “Copilot”Next to every conversation, the Copilot tab has read the thread, your notes, and your answers. Ask it to draft a reply, summarize, translate into the user’s language, or soften the tone. Its output goes into your reply box, where you edit and send it. Nothing it writes reaches the user until you send it.
Try it
Section titled “Try it”Try it on the Knowledge page runs a message through the assistant as a user would see it, with a chosen topic, platform, and language. Nothing is sent.
Availability
Section titled “Availability”AI replies and the Copilot are available on paid plans. Keyword answers and the fallback message work on every plan.