Two different AI workflows
Customer AI Answers: when enabled for an inbox, visitors can ask questions inside the widget. The answer is generated using the relevant support knowledge available to that inbox. Your team can review AI activity.
Agent assistance: agents can request reply drafts, summaries and classification assistance in the support workflow. A suggested reply is a draft for a person to review, edit and send; it is not a promise that every suggestion is correct.
What information should you provide?
Supported knowledge sources include Docs articles, FAQ entries and imported website pages. Enable usable sources for the intended inbox and check the imported text. A source existing in Settings does not mean it contains the answer to every customer question.
- Describe one policy or task clearly, including prerequisites.
- Include the exceptions agents normally explain.
- Keep prices, limits and setup instructions current.
- Remove contradictory or obsolete answers.
- Do not import secrets or information customers should not receive.
A concrete example
A useful trial article says: “The trial lasts 14 days and does not require a credit card. There is no free forever plan; choose a paid plan to continue.” This supports both “Do I need a card?” and a follow-up about what happens after the trial.
It does not establish whether an individual customer is eligible for a refund. Unless an approved policy covers the situation, the expected outcome is a clarification or referral to your team—not an invented refund promise.
Test before enabling visitor answers
- Ask a question whose answer appears explicitly in a source.
- Ask it again using different wording.
- Ask a follow-up that needs the preceding conversation.
- Ask an ambiguous question that needs clarification.
- Ask something the knowledge does not cover.
- Ask about a sensitive exception, such as a refund or account access.
For each case, compare the answer with the approved source and record the expected human response. Review the wording as well as the cited source: a citation alone does not prove that every claim is supported.
Limits and human support
AI Answers is not an account-management agent and should not be treated as proof that a refund, plan change or account action occurred. AI can make mistakes, even with good source material. Keep live chat or a message path available when customers need a person.
Plans include a monthly AI Answers allowance. Check current plan limits, and review answer quality and usage after rollout. Improve the source or disable AI Answers for an inbox when you cannot trust a particular workflow.
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