Workflow templates / Support
Draft AI answers only when it is sure
A sure AI answer goes to Approvals, and everything else goes to a person.
Works with: Any channel, Knowledge for AI to read
How it works
- A customer messages you
- The AI drafts from your knowledge and rates its confidence
- At 70 or more the answer goes to Approvals; below that it leaves a note and hands over
Steps in the workflow: Trigger, AI, Condition, Internal note, Send message, Hand to the team, End.
Who it is for
Teams that want AI drafts without unsure ones reaching Approvals.
Good to know
- Can I change the threshold?
- Yes. Edit the number on the branch after the AI step.
- Where do unsure chats go?
- To the human queue, with the AI's draft in a note.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.