Can it hallucinate a policy?

It is instructed to stay in published articles. If nothing covers the question, it declines. That is the control; you still have to write accurate articles.

Does Starter include AI replies?

Yes. 2,000 a month, then it pauses.

After hours means what?

The business hours you set for SLA. The assistant may run only outside those hours if you pick that mode.

Features

AI support that only answers from your articles

An AI helpdesk on Xupport is cite-or-decline. It is not allowed to invent emails, URLs, or numbers that are not in a published article. Slack is unrelated to the bot: Slack is Growth and Scale.

Last updated 2026-10-09.

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Xupport Bot settings: always on, tone, handoff line, and article categories. — Publish first. Drafts stay off the bot.

AI customer support grounded in a knowledge base

You publish help articles. On a new visitor message the assistant may search those articles. If an article covers the question, it phrases that excerpt. If not, it uses your handoff line and the ticket waits for a person. That is an AI chatbot that cites sources — or refuses.

Modes, presence, and the cap

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, it does not reply. Monthly replies: 2,000 / 15,000 / 60,000 on Starter / Growth / Scale. Then it pauses. No extra charge per answer.

Copilot is staff-only

On a ticket, staff can ask for a draft or insert an article. The draft is not sent until someone sends it. Workspace owners and admins choose whether visitors see an assistant label. Staff can see which replies the assistant wrote.

What this is not

There is no tenant system-prompt box. Bot config owns behavior. There is no per-resolution invoice line. It will not answer from your unpublished tickets.

Questions

Common questions

Can it hallucinate a policy?: It is instructed to stay in published articles. If nothing covers the question, it declines. That is the control; you still have to write accurate articles.
Do visitors see that it is AI?: Workspace owners and admins choose whether visitors see an assistant label. Staff can see which replies the assistant wrote.
Can I leave it off?: Yes.
Does Starter include AI replies?: Yes. 2,000 a month, then it pauses.
After hours means what?: The business hours you set for SLA. The assistant may run only outside those hours if you pick that mode.
Docs?: /docs/ai.

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Inbox, live chat widget, help center, and form. Public channels pause after five days until the owner subscribes.