How answers are grounded
The agent answers from the knowledge bases you connect: pages from your website, and documents you upload (TXT, Markdown, PDF, Word and HTML). If you add your website when you sign up, we build the first knowledge base for you.
Below a reply, the chat can show links to the pages behind the answer. Your team can open Show AI Details on any message to see the content the AI used and how confident it was.
How answers improve, safely
Visitors can rate replies with a thumbs up or down, and any conversation can be analysed for relevance, helpfulness, tone and resolution.
Teach the agent: when someone on your team answers a question in the mobile app, they can save that answer so the AI uses it next time.
Improvements: flagged conversations become proposed changes. Each change is tested against earlier conversations before your team approves and publishes it, and you can roll it back.
What needs a human
- Bookings are requests. Your team accepts each one.
- Forms and workflows the AI offers only run after the visitor clicks Start. Typing "yes" in the chat isn't enough.
- Shopify and WooCommerce access is read-only. The AI can look up an order, but it can't refund, cancel or change it.
- Order lookups ask the customer to verify first, by signing in or with a one-time code sent to their email.
- Your team can take over any conversation in Slack, the mobile app or Live monitor, and hand it back to the AI.
When the AI hands off
It hands off when it's stuck, when a visitor asks for a person, or at a handoff step in your workflow. Your team gets the conversation, a short summary and the reason for the handoff.
Limits and billing
When your monthly conversations or AI credits run out, the AI stops answering new chats and hands them to your team. There are no overage bills. See pricing.
Account security
Two-factor authentication, a list of signed-in devices, encrypted credentials for the systems you connect, and webhook and MCP connections that can't reach private network addresses.
Your data
Our security posture, GDPR compliance page and Data Processing Agreement cover hosting, retention and sub-processors. Visitors can ask the chat to forget their saved details at any time.
Last updated 5 October 2026