It answers from your knowledge only
TideReply looks up your knowledge (your website, files, notes and, if connected, your store's orders) and writes an answer from what it finds. It doesn't use outside information, and it checks its answer against your sources before sending it.
It answers in the customer's language. See Languages.
When it can't answer
If your knowledge doesn't cover the question, the AI says so plainly instead of guessing, and offers your team:
Our team can help with this one - want me to pass it along to them?
The customer can choose Pass it to the team or No thanks. A customer can also ask for a person at any time.
When the customer wants a person
- If TideReply doesn't have the customer's email yet, it asks for it, so your team can reply even after they leave.
- A ticket opens in Tickets and your team is notified (see Notifications).
- The customer is told their message was passed on, and whether the reply will come by email or in the chat.
Outside your office hours, the customer is also told your team is offline and when it's back. The AI keeps answering other questions in the meantime.
When your team joins
When someone on your team takes over, the customer sees "A support agent has joined the conversation." in the same chat. There's no new window and nothing to repeat. When your teammate hands back, the AI picks up where they left off. See Take over a conversation.
Safety nets
- It won't loop. If a conversation goes in circles (for example the same message three times, or several questions in a row it can't answer), the AI stops and passes the conversation to your team.
- It won't act on orders. It can tell a customer where their order is, but changes, cancellations and refunds always go to your team. See Order answers.
- Customers know it's an AI. The chat says so, and offers a person whenever it can't help.