Autopilot AI does not try to answer everything. When it should not answer, it tells the customer that a person from your team will reply, and leaves the chat to your people.
When it hands over
- It does not know the answer, for example a price or stock you never taught it.
- The customer asks about an order already placed, or wants to change or cancel one.
- The customer complains.
- The customer sends only a photo, voice message or file. The AI does not open them.
- The customer asks to talk to a person.
What happens next
| Where | What you see |
|---|---|
| Website live chat | The chat is marked needs you for the person chosen in Live chat settings. Once someone from your team answers, the AI stays quiet in that chat. |
| Facebook, Instagram, WhatsApp inbox | The chat keeps waiting for a seller, and the sellers' answer clock goes on. The AI stays quiet in that chat until a person has answered. |
| Try as a customer | The test shows Here the AI would hand the chat to a person. |
Good to know
- Fewer handovers = more taught answers. If the AI often hands over on the same question, teach it the answer in Teach your AI.
- Your rules count too. Teach a rule like "Always hand over when someone asks for a wholesale price" and it will.
- A person always gets the last word. As soon as your team answers, the AI never talks over them in that chat.
Related
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