The workspace AI agent can reply to customers on its own, grounded in your knowledge base. It works across channels and hands off to a human whenever a teammate takes over.
Configure AI under Settings → AI.
AI replies require the Pro plan and an active AI configuration. They stay off
until enabled.
Reply modes
Choose how the AI engages with new conversations:
- Reply to all — the AI answers unassigned conversations automatically.
- Flows only — the AI replies only where a flow calls an AI response node, leaving first contact to your flows.
A conversation assigned to a specific teammate is never auto-answered — the AI steps back as soon as a human owns the thread. You can also assign a conversation directly to the AI agent to have it reply regardless of mode.
Instructions and tone
Set custom instructions to shape how the AI answers — its role, tone, and any rules it should follow. Adjust the model and creativity (temperature) to fit your support style.
Grounding in your content
AI replies use your knowledge base to answer from your own documentation and website content, rather than guessing. Add sources there to improve answer quality.
Usage limits
AI replies are metered against a monthly allowance for your workspace. When the allowance is reached, automatic replies pause until the next period. 
