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These assistants are for your team, not your customers. They never message customers on their own.

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Chat assistant

The chat assistant works inside the conversation you have open. Use it to:
  • Summarize what has happened so far.
  • Check how the customer seems to be feeling.
  • Draft a reply.
  • Turn key messages into a ticket.
  • Ask your own questions, like “Which products did they ask about?”
It only sees the chat that is open.

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Use it

1

Open a chat

Select any conversation.
2

Open the AI panel

Look for the AI tab in the side panel.
3

Pick a suggestion or type a request

Read the answer before using it.

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Org assistant

The org assistant works across your workspace. Depending on your setup, it can help you:
  • Change labels, assignments, or private notes on many chats at once.
  • Update the status, priority, or owner of several tickets or tasks.
  • Find chats by their details, or search messages in a date range.
  • Run a custom tool, such as extending a trial.
  • Review your knowledge base for gaps, old content, and duplicates.

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Use it

1

Open the assistant

Click the AI icon on any page.
2

Describe the job

For example: “Add the label Wholesale to every chat that mentions bulk pricing this week.” See Labels.
3

Check before you confirm

Read what it plans to change, especially for bulk updates.
Bulk changes are hard to undo by hand. Start with a small request, and check the result before doing more.
If a request needs a custom tool, that tool must be active, and any values it needs must already be saved in the chat’s properties. See Custom properties.