How the AI replies and when it hands off to a human

🎚️Three modes

In Settings → Apps → your app → AI:

• Off (default): only your team replies. You can still ask the AI to suggest a reply.
• Draft: the AI writes a reply, a teammate sends it in one tap or edits it. Players never see the AI.
• Auto: the AI answers from your FAQ and hands off when it isn't sure.

Each conversation can override the app's mode, and Pause AI stops all AI replies for an app at once.

📚What the AI answers from

Only your FAQ articles, the conversation, the player details you send, and your own instructions (tone, what to never promise). It never invents prices, dates, compensation or policies.

🤝When it hands off

In Auto mode, the AI hands the conversation to your team when:

1. the answer isn't in your FAQ, or the question is off topic;
2. the player asks for a refund or compensation, has a payment or account problem, reports a serious bug, or raises anything legal or safety-related;
3. the player asks for a human;
4. a limit is reached (8 AI replies in a row, your monthly AI quota) or the AI fails.

The player gets a message in their language saying a team member will reply here, with your usual reply time. Your team gets a note with the reason, and the conversation moves up in the inbox.

🙊After a handoff

The AI stays quiet in that conversation until it is closed and the player writes again, or until someone clicks Let AI reply again. A teammate's reply also pauses the AI for that conversation.