In short
An Inno Message AI agent answers customers from the knowledge sources you connect and stays inside the limits you set. Configuration has four parts: knowledge, scope (channels and topics), guardrails (topics that always go to a person), and handoff (which team receives escalations). AI agents are available on Business and Enterprise.
Connect knowledge
Add help-center articles, policy documents and FAQs as knowledge sources. The agent retrieves from these sources to answer (retrieval-augmented generation), so keep them accurate and current.
Set scope and guardrails
- Channels: choose where the agent may reply, for example web chat and WhatsApp.
- Allowed topics: describe what the agent may resolve, such as order status or opening hours.
- Blocked topics: list what must always reach a person, such as complaints, refunds above a limit, legal or medical questions.
- Tone: choose the voice the agent uses.
Test, then launch
- Run the agent against a sample of real past questions in test mode.
- Review the answers and fix gaps in the knowledge base.
- Enable the agent on one channel first, then expand.
- Watch AI resolution rate, handoffs and CSAT in analytics.
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