Answers from your Knowledge Base, approved by your team
When a customer writes, the AI agent searches your published articles and leaves a reply draft in the ticket with its sources. Your team reviews it, edits if needed and sends. If the answer isn't in your docs, it hands the ticket to a person.
Luis Heredia
InboundHi, I can't connect my WhatsApp with the QR code. It says the session expired.
- replies sent without your approval in Draft mode0
- between checks for new customer messages1 min
- automation rules that keep the queue tidy3
- included on Pro and EnterprisePro
01 — Knowledge Base drafts
A ready-to-send reply, written only from your articles
Turn the agent on per inbox. A few minutes after the customer writes, it searches your published Knowledge Base and drafts a reply in the customer's language. Nothing is sent until someone on your team clicks Review & send.
- Draft mode per inbox, off by default
- Uses only published articles
- Sources linked under every draft
- Replies in the customer's language
- Choose which categories it can use
- Wait time and reply limit per inbox
Luis Heredia
InboundHi, I can't connect my WhatsApp with the QR code. It says the session expired.
02 — Hand-off to people
When it isn't sure, it steps aside
The agent only drafts when the answer is clearly in your docs and its confidence meets your threshold. Refunds, legal questions or any topic you list always go to a person, with an internal note explaining why.
- Medium or high confidence threshold
- Always-hand-off topics you define
- Internal note with the reason
- Optional assignment to a teammate
- Links only from your own articles
- Customers asking for a person get one
Customer
You charged me twice this month, I want my money back.
Internal note · AI Agent
Handed to the team: always-hand-off topic: refunds. No reply was sent.
03 — Automation rules
Rules that keep the queue tidy, every hour
Archive resolved tickets after a grace period, let waiting customers know their message arrived, and close pending tickets that went quiet. Each rule has its own switch and settings.
- Archive resolved tickets after 0 to 168 hours
- Acknowledge waiting customers in their language
- Up to 3 acknowledgements per ticket
- Auto-close inactive pending tickets
- Respects suppressions and email quota
- Your tone and wording instructions
Archive resolved tickets
after 24 hours without activity
Acknowledge waiting customers
in their language · up to 3 per ticket
Auto-close inactive tickets
pending with no messages for 3 days
Last run
SUP-000812 archived
Runs every hour logged
04 — Activity log
Every action, with the reason behind it
Open any entry in the activity log to see what the agent did, why, which articles it used and how confident it was — with a link straight to the ticket.
- Drafts, hand-offs, replies, archives and closes
- Reason and confidence for each action
- Articles used for every draft
- Filter by action type
- Direct link to the ticket
- Workspace owners control every setting
Can't connect WhatsApp QRDrafted reply
From 2 articles · high confidence
Charged twice in OctoberHanded off
Always-hand-off topic: refunds
Invoice copy pleaseReplied
Acknowledgement in Spanish
Export contacts to CSVArchived
Resolved with no activity for 24h
Details
Can't connect WhatsApp QR
From 2 articles · high confidence
Open ticket
Built to be trusted with your customers
Careful by default: drafts first, people decide.
Draft mode
Replies wait in the ticket until your team sends them.
Grounded answers
Only published articles. Sources under every draft.
Hand-off topics
Refunds, legal or anything you list always go to a person.
Customer's language
Answers in the language the customer wrote in.
Category scope
Limit the agent to the Knowledge Base categories you choose.
Auto-archive
Resolved tickets leave the queue after your grace period.
Acknowledgements
Waiting customers hear back, with a cap per ticket.
Auto-close
Pending tickets with no activity close on their own.
Activity log
Every action with its reason, confidence and sources.
Not in Draft mode. It leaves a draft inside the ticket and someone on your team reviews and sends it. An Autopilot mode that sends high-confidence answers automatically is coming later.
More modules
NEW TICKET — from your team
Let your Knowledge Base answer first
Publish your articles, turn on Draft mode for one inbox and review the first drafts today.
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