The AI agent answers by itself, with tools, documents and hand-over
Let the AI agent answer customers by itself outside working hours, when nobody is assigned, or always. It looks up your products, searches your documents, sends a cart with a payment link and hands over to a person when it should.
PLANSFrom Growth
The problem it solves
- Enquiries that arrive at night or on Sunday wait until someone opens the inbox the next morning.
- A customer ready to pay leaves because nobody sent the payment link in time.
- An automatic reply tool gives answers nobody checked, and you cannot see what it said.
How it works
- On the AI agent, set Replies to Answer by Itself Sometimes or Answer by Itself Always. Suggest Only stays the default.
- For Sometimes, choose Outside Working Hours (9:00 to 19:00 to start with; Sunday counts as outside) and, if you like, When Nobody Is Assigned.
- Under It May, switch on the tools it may use, and add AI Documents such as your return policy.
- A customer writes. Right after the message is saved, the AI reads the chat, uses up to 5 tool rounds and replies in the same thread.
- When it is unsure, the customer asks for a person, the AI credits run out or anything fails, it hands over. The chat is marked A Person Took Over, given to the agent's Takes Over person, and a note says why.
- A person who replies takes the chat over. Let the AI Answer gives it back.
Everything it does
When it answers
- Answer by Itself Sometimes: Outside Working Hours (on; Working From 9:00, Working Until 19:00, Sunday counts as outside) and When Nobody Is Assigned (off)
- Answer by Itself Always
- Working hours follow the time zone of the Takes Over person
- It keeps quiet while a chatbot is leading the conversation, and in chats a person took over
Tools it may use, switched per agent
- Look Up Products and Prices (on): up to 10 products marked Sell in Chat, with price and currency
- Search Our Documents (on): AI search over your AI Documents, the best 3, up to 2,500 characters each; empty Documents means all of the Entity's
- Make a Cart and Send the Payment Link (off): the prices come from the products, never from the AI. The cart is marked Made by the AI
- Save the Customer's Name and Email (on): only where the contact has no name yet or no email
- Hand over to a person: always available
- Tool Rounds a Message: 5; after that it must reply or hand over
More tools with other products
- Open a Support Ticket (on), with SmartMy Desk: for a fault, a complaint or a refund; the customer is told the ticket number
- Send a Quotation (off), with Sales or SmartMy Trade: a quotation at your prices, its page with PDF, accept and pay
- Say Whether It Is in Stock (on), with Inventory: in stock, only a few left (5 or fewer) or out of stock, never the count
- With SmartMy Lease: find homes from your published listings and book viewings
Hand-over and control
- Hands over when it says so, runs out of steps or AI credits, or meets an error; never silently
- A Person Took Over, with Why, on the conversation; a note in the chat with the reason
- Stop the AI and Let the AI Answer in each conversation's menu
- A person sending a reply or a template takes the conversation over by itself
- Every answer is logged under Inbox > AI Answers as Sent by the AI, with the tools used
Who uses it
Marketing AdministratorChooses when each agent answers and which tools it may use.
Marketing ManagerKeeps the AI Documents up to date and reads the AI Answers log.
Inbox staffPick up handed-over chats, or take a chat over and give it back.
Where you use it
- Web: Marketing > Configuration > AI Agents (Answers by Itself, It May), Inbox > AI Documents and Inbox > AI Answers
- WhatsApp, Instagram, Facebook Messenger, web chat and email: the AI replies where the customer wrote
What you control
Settings
- Replies: Suggest Only (default), Answer by Itself Sometimes, Answer by Itself Always
- Outside Working Hours: on, 9:00 to 19:00; When Nobody Is Assigned: off
- Tool Rounds a Message: 5
- Tools: products (on), documents (on), cart and payment link (off), save name and email (on). Ticket (on), quotation (off), stock (on) where those products are there
Notifications
- Payment Link: to the customer, in the chat when the tool sends a cart (see Chat carts)
Works with
SmartMy DeskThe AI opens a support ticket with the conversation and gives the customer its number.
SmartMy TradeWith Sales, the AI sends a quotation at your prices that the customer can accept and pay.
SmartMy LeaseThe AI finds homes from your published listings, notes enquiries and books viewings.
Questions
Can the AI give a discount or change a price?
No. Cart and quotation prices come from your products. The AI is told never to invent a price or a discount.What happens when it does not know?
It hands over: the chat goes to the agent's Takes Over person, is marked A Person Took Over, and a note gives the reason.Can it answer only at night?
Yes. Choose Answer by Itself Sometimes with Outside Working Hours, and set the hours. Sunday counts as outside working hours.Will it talk over my staff?
No. When a person replies in a conversation, the AI stops there until someone presses Let the AI Answer.Can it read our PDF price list?
Paste the text into an AI Document under Inbox > AI Documents. Uploading a PDF file to read is not built.Related features
AI AND SELLINGThe AI agent suggests replies, and every answer is loggedTell the AI agent who you are, what you sell and what it must never say. In the inbox it drafts the reply from the chat and your own prices. A person checks and sends it, and every answer is logged.AI AND SELLINGChat carts and payment links, and quotations from themMake a cart in the customer's conversation and send a payment link in the same chat. When the payment comes in, the cart is marked paid and the customer is thanked there. With Sales or SmartMy Trade, the cart becomes a quotation, an order and an invoice.AI AND SELLINGChatbots with menus, questions and hand-overBuild a chatbot from menus, questions and messages, with no AI and no code. On WhatsApp its menus show as buttons or a list. It saves answers on the contact, tags people and hands the chat to a person.CHANNELS AND INBOXA chat becomes a SmartMy Desk ticketWith SmartMy Desk, one button turns a WhatsApp, Instagram, Messenger, web chat or email conversation into a ticket with the chat so far. Your support team's replies on the ticket go back into the same chat, and the customer is told there when it is solved.WITH OTHER SMARTMY PRODUCTSThe AI agent finds homes and books viewings, with SmartMy LeaseWith SmartMy Lease, the AI agent in your chats searches your published listings. It notes what a person wants as an enquiry and books a viewing when the agent is free.CHANNELS AND INBOXOne inbox for every channelWhatsApp, Instagram, Messenger, web chat and replies to your outreach emails come into one inbox. Your team assigns, tags, notes and answers every chat in one screen, with the 24-hour reply window shown on each chat.
See your inbox and campaigns on it.
Tell us which channels your customers use, how leads reach you and how many people answer them. We will connect a channel with you and run your first journey.