AI agents

AI agents that resolve routine requests end to end, with guardrails

Autonomous resolution of routine questions, grounded in your knowledge base.

Available on Business and Enterprise.

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What are AI agents in Inno Message?

An AI agent in Inno Message answers and resolves routine customer requests on its own, across channels, using your knowledge base as its source of truth. When a request is outside its scope, sensitive, or the customer asks for a person, it hands the conversation to a human agent with a summary of what has happened so far.

Who it's for: Support teams with high volumes of repeat questions that want 24/7 coverage without growing headcount at the same rate.

Illustrative view of AI agents in Inno Message.

Round-the-clock answers, measured per resolution

AI agents take the predictable questions off your team's plate at any hour. Because pricing is based on AI resolutions rather than seats, you pay for issues the AI actually closes, and you can see exactly which topics it handles well.

Autonomous resolution

Answers questions and completes routine requests from start to finish without an agent stepping in.

Grounded in your content

Uses your knowledge base (RAG), so answers follow your policies and stay current when you update articles.

Clean handoff

Escalates to the right human team with a summary, so customers never repeat themselves.

Guardrails and audit

Define topics the agent must not handle, and review every AI conversation in audit logs.

How it works

  1. Connect knowledge

    Point the agent at your help articles and policies. It answers only from approved sources.

  2. Set scope and guardrails

    Choose channels, topics it may resolve, topics that always go to a person, and its tone.

  3. Test before launch

    Try the agent on real past questions and review its answers before it talks to customers.

  4. Go live and measure

    Track resolution rate, handoffs and CSAT, and improve the knowledge base where it falls short.

Technical details

What counts as a resolution
A customer issue the AI handles to completion without a human agent stepping in.
Included resolutions
Business: 15,000/month. Enterprise: 50,000/month. Overage $0.35 (Business) or $0.29 (Enterprise) per resolution.
Governance
Topic guardrails, human handoff rules, audit logs; custom AI model training on Business, custom model deployment on Enterprise.
Channels
Works on every connected channel in the unified inbox.

Questions about AI agents

What is an AI resolution?
An AI resolution is a customer issue the AI handles to completion — answering the question or finishing the task — without a human agent stepping in.
What happens when the AI agent cannot help?
It hands the conversation to the right human team with a summary of the conversation so far, so the customer does not have to repeat anything.
Can I stop the agent from discussing certain topics?
Yes. Guardrails let you list topics the agent must always pass to a person, such as billing disputes or legal questions.

More answers in the Inno Message FAQ.

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AI assistant

Draft replies, summarize threads and adjust tone, with a human approving every send.

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AI agent guardrails

Knowledge sources, blocked topics and handoff rules.

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Pricing

Plans, included AI resolutions and usage-based add-ons.

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Security & Compliance

Encryption, access control, audit logs and compliance.

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See AI agents with your own channels

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