Automations, flows and AI

AI knowledge base and handoff to humans

Add facts and policies the AI can quote, and choose the words that make it pass the conversation to your team.

Steps

On the AI Auto-Reply page (1) scroll to Knowledge Base (2). It holds the facts you want the AI to rely on. Click Add Entry (3).

The Knowledge Base section with Knowledge Base marked 2 and Add Entry marked 3
Give each entry a short title (for example "Site visits"), write the answer in full, and choose a category: General, Products, FAQ or Policies. Each entry has an Active switch, so you can pause one without deleting it.
Scroll to Escalation Keywords (2). Messages containing these words, such as "agent", "human" or "complaint", trigger a handoff to your team. Type a word in Add keyword... (3) and click + to add it. Click the x on a keyword to remove it.

The Escalation Keywords section with the heading marked 2 and the Add keyword box marked 3
Click Save Settings to apply your changes.

The Save Settings button marked 2

How much should I write?

A few clear entries covering the questions customers ask most are enough to start. Add more when you notice the AI missing something.

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