AI Assist

AI Assist helps your team reply faster: in the inbox, agents click a button and get a suggested reply written from your knowledge sources, which they can edit before sending. In Settings › AI Assist you decide where those answers can come from (your knowledge base, your saved snippets and, if you allow it, general knowledge) and how AI Assist sounds through a persona. Unlike an AI Agent, AI Assist never writes to customers on its own; a person always reviews and sends the message.

#Before you begin

• Add at least one knowledge source (an article, a web page or a file) so AI Assist has something to answer from. See Knowledge Base.

#How to configure AI Assist

1. Go to Settings › AI Assist (under Inbox).
2. On the Configure tab, check Knowledge Sources: it shows how many sources AI Assist can use. Click Manage Knowledge Sources to add or edit them in the knowledge base.
3. Under Configure AI Assist, set:
   • Reply outside the added knowledge source: when on, AI Assist can use general knowledge if your sources have no answer. When off, it replies only from your sources.
   • Snippets: use your saved snippets as short knowledge sources.
   • Persona (optional): describe the role, tone and expertise in a few sentences, for example "You are Sara, a friendly support specialist at our store. You explain things simply and keep replies short." Leave it empty for a professional, courteous tone. Reset clears it.
4. Click Save in the save bar at the bottom. Discard undoes your changes.

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Settings › AI Assist › Configure tab

The Knowledge Sources card showing "3 knowledge sources added" with the Manage Knowledge Sources button; the Configure AI Assist card with the "Reply outside the added knowledge source" switch off, the Snippets switch on, and a Persona filled in; the save bar at the bottom.

File: screenshots/ai-assist-configure.png

#How to test AI Assist

1. Open the Test AI Assist tab.
2. Under Prompt, type a question a customer might ask.
3. Click Send. The suggested reply appears under Response.

The test uses your saved settings. If you have unsaved changes, save first to try them.

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Settings › AI Assist › Test AI Assist tab

A customer question in the Prompt field and a suggested reply under Response.

File: screenshots/ai-assist-test.png

#How agents use AI Assist

In the inbox, agents use AI Assist in the composer to Suggest a reply, Summarize conversation, rewrite a draft with AI Prompts or Translate to another language. See AI Assist in the Inbox. The rewrite and translate options are managed in AI Prompts.

#Notes and limitations

• The persona can be up to 1,000 characters.
• AI Assist only suggests; agents decide what to send.
• Keep each knowledge source focused on one topic for better suggestions.

#FAQ and troubleshooting

#AI Assist suggests answers that aren't in our documents.

Turn off Reply outside the added knowledge source. AI Assist then answers only from your knowledge sources and snippets.

#The suggestions are empty or generic.

What you can do:

• Make sure you have at least one knowledge source with status Ready.
• Add articles that answer the questions customers ask most.
• Turn on Snippets if your team's best answers are saved as snippets.

#What's the difference between AI Assist and AI Agents?

AI Assist helps your agents write replies; a person always sends them. AI Agents reply to customers by themselves and hand off to your team when needed.

#Does the persona change the AI Agent's tone too?

No. The persona applies to AI Assist only. Each AI Agent has its own Tone and Instructions.

#What's next?

• AI Assist in the Inbox
• AI Prompts
• Knowledge Base
• Snippets