Skip to main content
Read this page to learn what changes in your day when Kai works beside you.
The Kai inbox

The inbox: the conversation list, the thread, and the details panel.

​
What Kai does

Kai reads every message that arrives, on every channel your workspace connected. Then it does one of two things.
  • In copilot, Kai writes a draft and puts it above the composer, under Kai suggests:. You read it, you change it, and you send it.
  • In autopilot, Kai answers the customer by itself. It does this only for the conversations it is allowed to answer.
Your manager sets the mode for each channel. You do not. Kai also stops and waits for a person when the answer is not safe to send: a human handoff rule fires, the reply quotes a number Kai cannot verify, or Kai is not confident enough. The conversation then waits in Unassigned.

​
What Kai never does behind you

Kai stops on a conversation the moment a person replies on it. Send one message, and Kai sends nothing more on that thread. This holds in copilot and in autopilot. It holds when you reply from Kai, and when a teammate replies from the channel’s own inbox. It is a rule of the product, not a setting somebody can switch off.
After a takeover, you can still ask for one more suggestion. See Send a Kai draft.

​
What you control

Three things are yours:
  1. Which draft you send. A draft is a suggestion. You can delete it.
  2. What you change in it. Your edit is what the customer reads.
  3. What that tells Kai. Kai records whether you sent the draft as it was, edited it, or ignored it. You send that signal by working, with no extra step.
A rating is the second signal, and it is the stronger one: Kai never learns from its own replies unless a person rated them good or wrote a correction. Your workspace decides who leaves ratings. See Rate what Kai writes.

​
What you cannot change

What Kai says comes from the Brain: the answer library, the conversation flows, and the brand voice that your workspace reviewed. A reviewer decides that content, not you. So a wrong answer is reported, not fixed in place. Rate it bad, write what the correct answer is, and the next review picks it up. Do not try to correct the Brain from the inbox. You cannot, and nobody expects you to.

Find your work

Your queue, the views, unread, and search.

Take and hand over a conversation

Assignment, presence, and what a handoff looks like.

Close and reopen a conversation

Finish a conversation, and find it again.

Send a Kai draft

Use a draft, edit it, or write your own.

Rate what Kai writes

The rating that teaches the next version.

Ask Kai a question

Get an answer from the Brain, with its sources.
Start with Find your work.