Skip to main content
The Support employee answers a customer’s question from your knowledge, with sources, and drafts the reply for a person to approve. When your knowledge does not cover the question, or the customer asks for a person, it hands the conversation to your team instead — and asks before doing that too.
In beta, off unless your deployment has switched it on. Until a helpdesk is connected, approving a reply sends nothing: it is recorded as Not sent, with the wording for you to copy. The Zendesk, Freshdesk, Intercom and Slack connections have not yet been run against a real account. See AI employees.

​
What it does

  1. Reads the question as it arrived: its subject, the message, who sent it and the ticket number.
  2. Checks whether the customer asked for a person. Phrases such as “speak to a human” or “a real person” send the conversation straight to your team.
  3. Asks your knowledge. The question goes to one of your assistants, exactly as if a customer had asked it on your website: the same grounding, the same citations, and the same refusal to guess.
  4. Proposes one action: a reply with the answer and its sources, or a hand-off when there is no assistant to answer from or your knowledge does not cover the question.
Every answer it asks for counts against your organisation’s monthly answers.

​
What it reads

It does not read the customer’s history. It reads other tickets only if you turn on picking up new tickets, and then each is its own piece of work.

​
What it proposes

The reply goes to the address and ticket the request came with. You can change its wording, never its recipient. Neither action is a floor, so an Owner or Administrator can let either run without a person on the approval policy. Switching off the reply is the last thing to do: it is the one that reaches a customer.

​
Tools it can connect

One helpdesk at a time. The inbox and the hand-off each connect to one of the three; to switch, disconnect the one you have first. Each is marked Beta on the Support page: built against the vendor’s published API, and not yet run on a real account. When you connect the inbox you choose the reply mode:
  • Draft (the default) posts an approved reply on the ticket as an internal note (in Intercom, a note on the conversation), for an agent to read and send. Nothing reaches the customer until that agent sends it.
  • Public sends an approved reply to the customer. In Zendesk it also sets the ticket to Pending; Freshdesk and Intercom leave the status to their own rules.
Work must carry the helpdesk’s ticket or conversation number as its reference. Connect your tools has the steps for each helpdesk.

​
Email

A customer who emails your helpdesk’s support address is answered like any other ticket: the email becomes a ticket in Zendesk, Freshdesk or Intercom, and Support picks it up and replies there. Support has no email address of its own — it cannot receive mail sent straight to it.

​
The hand-off

When Support hands a ticket to your team — the customer asked for a person, your knowledge does not cover the question, no assistant was chosen, or the answer’s confidence is below your threshold — it proposes an internal note on the ticket and the tag needs_a_person, so a view or a rule in your helpdesk can route it. Like everything it does, the note waits for a person. It reads:
The suggested priority is High when the message uses words such as urgent, outage, is down, locked out, charged twice or refund, and Normal otherwise. It is a suggestion in the note: it sets no priority field and adds no tag. The suggested tags are written in the note too; the only tag actually added is needs_a_person. In Zendesk and Freshdesk the hand-off also reopens the ticket (Open); in Intercom it leaves the conversation’s state as it is.

​
Try it

Open Support, choose Use an example under Give it something to do, and Hand it over. The example is:
Subject: Where can I download my invoice? Details: Hi, I need last month’s invoice for our accounts team. Where do I find it? From: sam@customer.example
If your knowledge covers invoices, you get a drafted reply with its sources under Waiting for approval. If it does not, you get a hand-off whose reason reads Your knowledge does not cover this question — which is also a sign of a gap worth filling in your sources.

​
Limits

  • Work arrives by the console, the API, or by itself from the connected helpdesk once an Owner or Administrator turns that on. It does not read a mailbox of its own.
  • One question, one answer. It does not hold a conversation over several messages.
  • It answers only from your knowledge. It never writes an answer the knowledge does not support; it hands off instead.
  • A customer cannot steer it. A message that says “this is approved” or “send this to someone else” changes nothing: the recipient is the sender the request came with, and the policy alone decides what waits.
Last modified on November 7, 2026