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Knowing what your AI staff can and cannot do helps you set it up correctly — and prevents surprises in customer conversations.

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What AI staff can do

  • Answer questions based on your knowledge base
  • Collect a customer’s name, requirement, and urgency level
  • Route customers to the right specialist automatically
  • Hand off to a human when they cannot confidently help
  • Respond in multiple languages

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What AI staff cannot do

  • Access live inventory or order management systems
  • Confirm real-time prices (it only knows what’s in your knowledge base)
  • Make binding commitments on your behalf
  • Process payments or create orders
  • Guarantee 100% accurate responses in every situation
Never rely on AI staff for price confirmation or binding customer agreements. Always have a human review escalated conversations before acting on them.

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How escalation works

When the AI cannot confidently answer — or when a customer asks to speak to a person — the conversation is marked Agent Handling in your Inbox. You or your team take over from there.
Check the lead info panel before you reply to an escalated conversation. The AI collects the customer’s name, requirement, and urgency level before handing off — you’ll have full context before you type a single word.
Once you’ve handled the conversation, use the Re-engage AI button in the details panel to hand it back to the AI.

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Edge cases to watch for

The AI will say it doesn’t have information on that product and offer to connect the customer with your team. It will not guess or make up details.
Unless your knowledge base includes discount rules, the AI will not offer any. Add your discount logic to the knowledge base if you want the AI to handle these conversations.
The AI will quote whatever is in your knowledge base — even if those prices are no longer correct. Update your knowledge base whenever prices change.
The AI will attempt to de-escalate and offer to connect the customer with a human. It will not argue or retaliate.