How your AI answers, and when it hands over
Your AI answers first, from what you've taught it: your Playbook, your enabled FAQs and documents, your products and your business facts. When it can't help, the customer asks for a person, or a rule says so, it hands the chat to your team, and it shows in your Inbox.
Steps
Open Brain ▸ Knowledge. Used by your AI counts the FAQs, documents and products it reads; unfinished drafts don't count.
Open Brain ▸ Playbook and check each part. It starts filled from your AI settings and isn't used until you press Save Playbook.
In When to bring in a person, list the topics the AI should always hand to your team.
Open Brain ▸ Configure and, under Channels, choose where the AI replies and When the AI replies: Always or Only when no agent is online.
Set the Hand-over reminder: after that many AI replies in one chat, the AI is reminded to hand over if it's unsure. Then press Save AI Config.
Want the AI quiet when you're closed? Switch on Pause AI replies outside hours in Settings ▸ Operating Hours.
Each week, open Brain ▸ Suggestions to see questions the AI couldn't answer, and press Add answer on the ones that matter.
Check it worked
Open Brain ▸ Playground and ask a question from one of your FAQs. The answer should match what you wrote.
If it didn't work
- The AI isn't answering at all.
- Check its channel is on in Brain ▸ Configure ▸ Channels. With Only when no agent is online, it waits while someone is online. It's also quiet outside hours if you paused it, and when Home shows Conversation limit reached — AI paused, team answers.
- A long chat moved to the team by itself.
- Each conversation includes up to 30 AI replies. After that, your team takes the chat.
- The AI ignores one of my FAQs.
- It's switched off, or it still has sample text. Open Brain ▸ Knowledge, finish it and switch it to Enabled.
Related
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