AI agent and knowledge

Markdown

Turn on the AI agent and it answers new messages in seconds, from the knowledge you give it. Every AI reply is labeled as AI in the chat, in all SDKs, and the chat shows a short notice that replies may come from an AI assistant (the EU AI Act requires this, so the label cannot be turned off; you can rename the assistant). It steps aside the moment a user asks for a person.

Turn it on

In the dashboard, open your app’s AI settings:

Setting	Default	What it does
Enabled	Off	The agent replies to customer messages.
Model	`claude-haiku-5-5`	The Claude model that writes replies.
Show as AI	On	AI replies carry an “AI” label in the chat.
Handoff	`on_request`	`on_request` hands off when the user asks for a human. `never` keeps the agent on.
System prompt	Empty	Extra instructions: tone, what not to promise, when to escalate.

AI usage is included in every plan. No per resolution fees. There is no free plan or trial, so the AI (replies, drafts, the knowledge autopilot) starts once your workspace subscribes; before that, messages from your test devices go to your inbox.

Give it knowledge

Add knowledge docs in the dashboard: FAQs, pricing, known issues, how to restore a purchase. Each doc is a title plus text. The agent reads all of them on every reply (prompt cached, so it stays fast and cheap) along with your system prompt.

Small knowledge bases don’t need search. Indie app docs fit in the prompt, and that gives better answers than retrieval.

Only live articles reach the agent. Drafts wait for your review on the Knowledge page.

Don’t want to write them yourself? The knowledge autopilot drafts articles from your help pages, product notes, codebase (through MCP) and resolved conversations, shows you the questions the agent couldn’t answer, and adds buttons that open the right screen in your app.

POST /v1/apps/:appId/knowledge
{ "title": "Restoring purchases", "content": "Go to Settings, tap Restore. If Pro still looks locked..." }

Languages

Users write in whatever language they like, and the agent replies in the same one. Your knowledge docs can stay in one language (yours): the agent reads them and answers in the user’s. Store review reply drafts work the same way, in the reviewer’s language.

The chat’s own interface (buttons, labels, the composer placeholder, the AI label) comes in 34 languages and follows the device language, right to left included. See Localization.

Handoff

When a user asks for a human, the agent replies with your handoff text, pauses itself on that conversation and marks it high priority in your inbox. When you reply yourself, the agent pauses on that conversation too, so it never talks over you. Resume it any time from the conversation.

How it shows up in the app

Replies arrive like any other message, with the “AI” label when Show as AI is on.
The typing indicator shows while the agent writes.
Push notifications work the same as for human replies.