How to Let AI Answer Customers with a Human in the Loop

The best customer service mixes speed and care. Your AI assistant answers common questions in seconds, any time of day. Your team steps in for the moments that need a person. AI Smart Chat lets you set where that line is.

How it works

1. A message arrives from WhatsApp, Messenger, Instagram, Telegram or your website.
2. The AI assistant answers using only what you taught it: your playbook, facts and FAQs.
3. When a person is needed, the assistant tells the customer a team member will reply and passes the chat to your team, with the full conversation.
4. Your team replies from the Inbox. While a person is chatting, the assistant waits in the background.

Step 1: Teach the assistant what it may answer

1. Open AI Training and fill in the Playbook: what you sell, how to talk to customers, and your key facts, hours and links.
2. Add your top questions under Knowledge with Add FAQ. The more real questions you add, the more chats it can finish on its own.

Step 2: Decide when a person takes over

1. In the Playbook, fill in When to hand off to a person. Common choices: the customer asks for a person, is upset, or asks about a refund, a payment problem or a special deal.
2. In Skills, keep Hand off to a human agent on and write the message customers see, for example “Thanks! I’ve passed this to our team and someone will reply here soon.”
3. Keep the hand-off list short and clear. If everything goes to a person, customers wait longer.

Step 3: Make sure someone answers hand-offs

• Invite your agents in Team and agree who checks the Inbox and when.
• Answer hand-off chats first. The customer was told a person is coming.
• After a person replies, the assistant can continue the chat later, so your team does not need to stay in every conversation.

Step 4: Improve every week

1. Open Analyze in AI Training and look at the chats that went to your team.
2. If the same question keeps coming back, add it as an FAQ so the assistant can answer it next time.
3. Test changes on the Test tab before customers see them.

Tips

• Write prices and promises exactly. The assistant will not invent offers you did not give it.
• Tell customers they are chatting with an automated assistant when they ask. Honesty builds trust.

Next steps

• The full AI Training guide
• Reply to customers from the Inbox