What "AI auto-reply" actually does (and doesn't)

AI auto-reply is the default behavior when no human operator is signed in. It is intentionally limited so you can trust what gets sent to a visitor.

What it does

• Reads the visitor's last message and the conversation so far.
• Pulls relevant snippets from your starter prompt (under Settings → AI).
• Generates a short reply using a small, fast model.
• Marks the message as (AI) in the operator transcript.

What it doesn't do

• It does not book appointments, charge cards, or send email on your behalf.
• It does not browse the web in real time — only your starter prompt.
• It does not retain memory across sessions. Each chat is fresh.

When a human takes over

The moment any operator sends a message from the dashboard or desktop app, AI auto-reply pauses for that conversation. It resumes automatically after 30 minutes of operator inactivity.