Start with a reviewable workflow
Choose a review mode that suits your setup. Reviewed replies let the team inspect what the agent would say before it reaches a visitor. This is a useful way to evaluate new knowledge and qualification questions.
Check whether each answer is supported, useful, and appropriate for the visitor’s question.
Treat confidence as one signal
When eligible automatic sending is enabled, a confidence threshold helps determine which replies may proceed. A confidence value is not a guarantee that a business claim is correct.
Good sources, clear policies, and escalation rules still matter. Test uncertain questions as deliberately as straightforward ones.
Leave a path to a person
A question may need a missing business fact, a decision outside the agent’s mandate, or a conversation your team should handle. Make sure your operating process includes reviewing those cases.
The available capabilities and sending behavior depend on your tenant configuration. Avoid promising that every request will be handled automatically.
Review before widening the mandate
When you change sources, qualification rules, or sending settings, test the affected conversations again. Let observed behavior guide the next change.
Your team owns the customer relationship. Keep the operational handoff as clear as the configuration.
Features depend on your connected services and tenant configuration. Ask our team about your setup.