AI Agent Overview

The AI agent is your automated support teammate. It uses your knowledge base to answer customer questions, manage conversations, and take actions — all without human intervention.

What the AI agent can do

• Answer customer questions using your knowledge base
• Assign conversations to the right agent or team
• Update customer profiles and contact information
• Trigger workflow automations
• Create tickets for complex issues
• Close resolved conversations
• Provide support outside business hours

How it works

When a customer sends a message, the AI agent analyzes the conversation context and your knowledge base to generate a relevant response. If the AI is confident in its answer, it replies automatically. If it is not confident, it escalates to a human agent while preserving the full conversation context.