AI assistant

The assistant answers widget questions from what you teach it: your notes and the pages of your website, and nothing else. When your sources do not have the answer, it stays quiet and the conversation is left to your team.

Your team keeps working the way it does today. Every customer message still lands in the inbox and in Telegram first. The AI runs after that, in the background.

Two ways to use it

Start with Suggested replies. Once the suggestions look right, switch to Automated replies.

What customers see

• AI messages in the widget are labeled Automated reply.
• After an automated reply, a Talk to a person button appears. One click stops the AI for that conversation and notifies your team.
• Writing something like “talk to a human” or “real person” does the same.

Where it answers

The assistant answers messages from the chat widget and, on Pro, the email channel. Both follow the same mode.

With the email channel on, a customer who left their email and doesn’t read an automated reply in the widget gets it by email too. Any email with AI text is marked as written by an automated assistant.

Setup

1. Turn on the assistant and pick how it replies.
2. Add sources: your notes and website pages.
3. Review and improve answers from the inbox, Telegram, and the Try it panel.

1. Turn on the assistant

Open your project in the dashboard, go to Assistant, and click Turn on assistant. It starts in Suggested replies, so nothing reaches customers until you send it. Settings save as you change them.

Auto-replies

Reply style

The AI always replies in the customer’s language.

Turning it off

Open the ⋯ menu at the top of Assistant and choose Turn off assistant. The AI stops suggesting and sending replies. Your sources and settings stay saved for when you turn it back on.

2. Add sources

The AI answers only from its sources, on the Sources tab. Without any, it has nothing to say and stays quiet.

Business details

A text box for facts and rules in your own words: plans and prices, refund policy, support hours, things the AI must never promise. Up to 20,000 characters.

Plans: Starter $9/mo, Pro $29/mo. Billed monthly or yearly.
Refunds: within 14 days, email [email protected].
Support hours: Mon to Fri, 9:00 to 17:00 CET.
Never promise delivery dates.

When business details and a website page disagree, business details win. Keep them short and current.

Websites

Paste an address. With Follow links on, we start there and read linked pages on the same site until your knowledge space is full. Pricing, help, FAQ, docs, and policy pages come before blog posts. Turn it off to read just that one page.

Pages appear as they are read. For each one we keep only the facts a support agent needs, not the whole page. Open a page to see exactly what the AI reads from it, edit that text, or switch Use in replies off to keep the page without using it.

Click Refresh pages to read every page again after your site changes. Pages you edited by hand keep your version. You can refresh once every 10 minutes.

Knowledge space

Business details and enabled pages share a limit of 40,000 characters on every plan, shown on the Knowledge space meter. That is usually 30 to 40 pages, since we keep only the facts from each one. Business details come first, then pages in order. Anything over the limit is skipped, so switch off pages you don’t need before you get close.

You can keep up to 100 pages per project. Switched-off pages don’t count toward the knowledge space, so you can keep spares and swap them in.

3. Review and improve

Suggested replies

In Suggested replies mode, each suggestion shows up where you already answer:

• Inbox: an AI suggestion above the reply box, with Send, Edit, and Dismiss.
• Telegram: a 💡 Suggested reply message in the customer’s topic, with Send and Dismiss. To change it, type your own reply in the topic instead.

Emails from the email channel get suggestions too. Sending one replies by email from your address.

If you reply yourself, the suggestion is dropped. A sent suggestion still shows as Automated reply to the customer.

When you edit a suggestion in the inbox and send it, you can click Save as answer so the AI uses your version for similar questions next time.

Automated replies

In Automated replies mode, every reply the AI sends is copied to the Telegram topic as 🪄 Sent automatically, and shows in the inbox as Automated reply. If the customer doesn’t see it in the widget and the email channel is on, it is emailed to them like any other reply.

Emails from the email channel are answered the same way. It doesn’t reply to emails that only say hello without a question. Each AI email ends with “This reply was written by an automated assistant. Ask for a person anytime.” Asking for a person pauses the AI for that conversation for 24 hours.

Unanswered questions

The Unanswered tab lists questions the AI could not answer from your sources. Write the answer once and it is added to your business details, so the AI can answer it next time. Dismiss the ones that only a person should handle.

This is the fastest way to improve the assistant. Check it every few days.

Try it

The Try it panel runs the real assistant against your saved sources and settings. Ask what a customer would ask and see the answer, or why there wasn’t one. Test messages don’t use your credits. There is a daily limit, counted in credits so pricier models get fewer tests: 20 on Free, 60 on Starter, 100 on Pro.

When the AI replies

The AI waits a moment before answering, about 4 seconds in the widget and 8 for email, so a customer who sends a few short messages in a row gets one answer.

When a teammate is in the conversation

The AI never talks over a person. If someone on your team replied in the last 10 minutes, the AI gives them 60 seconds to answer each new message. If they answer, the AI stays out of it. If they don’t, the AI replies so the customer isn’t left waiting.

After 10 minutes without a reply from your team, the AI answers as usual again. Suggestions don’t wait, since they only reach the customer if you send them.

It stays quiet when

• A teammate answered first. See above.
• The customer asked for a person, with the Talk to a person button or in words. The AI pauses for 24 hours in that conversation.
• The message is small talk: a greeting, a thank you, emoji only, or mostly links.
• The sources don’t have the answer. The question goes to Unanswered.
• The reply looks wrong. A reply that mentions a price or links to a site not found in your sources is dropped, as is one that is cut off. These count as unanswered.
• The conversation hit its reply limit in auto mode.
• Credits are used up, or a daily safety limit was reached.

In every case the customer’s message is already in your inbox, so your team answers as usual.

Safety limits

To protect your credits from spam and scripted abuse, each project can use about a tenth of its monthly credits in a day (at least 20), and each customer gets at most 20 AI replies a day. When a project hits its daily limit, you get one message in Telegram and the inbox: “AI replies paused for today”. It resumes the next day.

Privacy

To write a reply, the customer’s recent messages and your sources are sent to the provider of the model you chose (OpenAI, Anthropic, or Google). The AI has no access to anything else: it cannot send email, change settings, or see other conversations.

Credits and plans

Human chat is unlimited on paid plans. AI replies use AI credits, shared by every project on your account.

Credits per reply

Each model uses a fixed number of credits per reply, whatever the length.

So 500 credits is 500 replies on a lite model, 250 on GPT-5.4 Mini, or 50 on Claude Opus 5.5.

What uses credits

A reply uses credits when the AI writes an answer, whether it is suggested or sent. A suggestion you dismiss still counts.

These are free:

• Questions the AI could not answer
• Replies that were dropped, cut off, or failed
• Replies replaced because a teammate answered while the AI was writing
• Messages it skipped, like greetings and thank yous
• Test messages in Try it
• Reading your website pages

Monthly reset

Monthly credits reset on the 1st of each month (UTC). Unused credits don’t carry over. Yearly plans get the same monthly allowance.

The free trial does not reset. Paid plans use their monthly credits and keep any unused trial credits untouched.

When credits run out

The AI stops replying until the next reset, and you get one notice in Telegram and the inbox. Customers still reach your team as usual. Upgrade from Settings then Billing for a larger allowance.