Inside a conversation, the AI is an assistant: it drafts, summarizes and translates. Nothing goes out to the customer unless you send it — except when the account has the AI answering on its own, and then the rules change.
The three tools
- Suggest a reply — reads the history and drafts something in your tone.
- Summarize the conversation — boils a long history down. Great when taking over from a colleague.
- Translate — sorts out the customer who wrote in another language.
Summarizing is worth more on a phoneScrolling fifty messages on a small screen is slow. When you pick up a conversation that was with someone else, the summary saves more time here than on a computer.
Read it before you send it
What goes out under your name is yoursThe AI gets the tone right almost every time. Price, deadline, return policy and availability it can invent — especially if the information is not anywhere it can reach.
When the AI is answering on its own
Pause before replyingIf the AI is active on that conversation and you reply over it, the customer gets two messages about the same thing — sometimes contradicting each other. Pausing is the first tap when you take over.
Once the point that needed a person is settled, you can switch the AI back on and it carries on. That is what covers the night with nobody on call.
What not to delegate
- Complaints — the customer wants to feel a person listened.
- Cancellations — this is when you learn the reason, and retention comes out of that.
- Price negotiation — a discount or a special condition is a decision, not a piece of text.
