AI agent
The AI agent is an AI teammate that works tickets alongside your team. It reads the conversation, finds the relevant answer in your knowledge, and drafts a reply — and, within the limits you set, it can send that reply and take actions on your behalf, or hand the ticket to a human when it shouldn’t act alone.
How it works on a ticket
- Reads the conversation and understands what the customer is asking.
- Grounds its answer in your brand’s knowledge — it answers from what you’ve given it, not from guesswork.
- Drafts a reply, and any actions it wants to take (like looking up an order or issuing a refund).
- Sends or parks — if the reply and actions are within your guardrails, it proceeds; otherwise it parks for your approval.
- Escalates — when it hits something outside its knowledge or authority, it stands down and hands the ticket to a person, with the context of what it found.
Shaping how it sounds
Under the agent’s Behavior settings you set its persona, a tone descriptor (with suggested-tone chips), and brand-specific instructions that are added to its base prompt — so it sounds like your brand, not a generic bot.
Test before you trust it
The agent is configured per brand under Settings → AI → Agent, where you can:
- Reply test — see the reply it would draft for a given message.
- Agent sandbox — run a full end-to-end conversation against it.
- Observability — watch its real runs to see what it did and why.
Start it in a supervised mode (drafts only, everything parks), watch it in Observability, and widen its authority as you build trust.