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What AI staff can do

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

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What AI staff cannot do

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

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When AI staff escalates to a human

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