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Built-in tools let the AI agent do real work in Risponse, not just reply. You switch each tool on or off, so you decide what the agent may do.

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The tools

  • Learn from your team. The agent picks up answers your team gives in chats and uses them for draft knowledge base entries. See Self-training.
  • Send messages. When on, the agent replies to customers. When off, it works quietly in the background and sends nothing to them.
  • Create tickets. The agent opens a ticket when your rules say a problem needs follow-up.
  • Create private notes. The agent leaves a note only your team can see. It can add context and mention team members.
Not ready to let the agent talk to customers? Turn off sending and keep notes and tickets on. It becomes a helper that prepares work for your team.

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Turn tools on

1

Open tools

Go to the AI section, then Tools, then the built-in tab.
2

Switch on what you need

Turn on only the tools you want the agent to use.
3

Write rules for tickets and notes

In the text box for each tool, say when it should be used and who to involve.
4

Save your changes

Test with a sample chat from another phone.

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Example rules

Be specific about the situation and the person. “Escalate important things” is too vague for the agent to follow well.
Tickets and notes use the same ticket and note features your team already uses. See Create a ticket.
The agent follows rules as written but can still make mistakes. Check the tickets and notes it creates, especially in the first weeks.