Cite or decline
AI that stays inside your articles.
The assistant reads published help articles. If nothing covers the question, it declines and a person takes over. Visitors do not see an “AI” label. You can leave the assistant off.
Modes
Settings → Bot. Off — people only. Always — it may reply on new visitor messages. After hours — only outside the business hours you set for SLA.
If an agent has the ticket open, the assistant does not reply. Tone is a short list: professional, friendly, or concise. There is no free-text “system prompt” box.
What it is allowed to say
It uses published articles only. You can limit it to certain categories. If nothing covers the question, it uses your handoff line and the ticket waits for a person.
When OpenAI is configured on our side, the model phrases the excerpt. It is not allowed to invent emails, URLs, or numbers that are not in the article. Visitors never see an “AI” badge on the bubble. Your team can see that a message came from the assistant.
The monthly cap
Each plan includes a number of assistant replies. When that number is used, the assistant pauses. People continue. There is no extra charge per answer. Counts are on Pricing.
Copilot
On a ticket, staff can ask for a draft. That draft is not sent until someone on your team sends it.
Publish two articles first — how-to — or the assistant has nothing to cite. Help centre.