Once you switch the AI on, it replies to customers automatically. You stay in control of when it’s on and what it knows, and some things always come to a human no matter what.
Switching it on and off
The AI’s controls live in Inbox → My bot. Switch it on when you’re ready for it to answer customers, and switch it off any time you’d rather handle every chat yourself.
How fast it replies
The AI replies in 0.4 seconds on average, so customers get an answer while they’re still looking at the chat.
What always goes to a human
Refunds and complaints are always handed to a human. The bot never handles those on its own.
The quality of auto-replies depends on what the bot knows. Keep your catalog current and fill in your policies and custom answers (see Set your policies and custom answers) so it answers correctly.