Can the AI do something for a customer during a conversation, not just answer?

When a customer asks for something only a person on your team can do, like "can someone call me about the quote", the AI can pass it to your team as a task instead of just replying. The customer is told the team will follow up, and your team gets a real task to work, not a chat line they might miss.

What it can do

The AI can make a task for your team on the customer's record. The task's title says what the customer needs, and any detail they gave goes in its description. It has no one assigned, so it waits in Team management for someone to pick it up, like a task an automation made.

This needs two things:

• Your plan includes Team management.
• The conversation is linked to a customer record. When it is not, the AI just answers as usual.

If the same message is processed twice, the AI still makes only one task. A new request in different words gets its own task, so your team may see two tasks for one need.

When it passes a request to your team for approval

Some things the AI could do need a person's OK first. For those, the AI does not do them. It makes a task titled "Approve:" followed by what it wanted to do, with what the customer asked for and a link to the conversation, and tells the customer the team will follow up. Nothing is sent to the customer until a person on your team approves it (see "When the AI needs your OK" below).

How to see what it did

Every time the AI makes a task, it adds a private note to the conversation. Only your team sees it. The note says "AI action done" when the task was made, or "AI action waiting for a person" when it made an Approve task.

The AI only says something was done when it really was. If the task could not be made, for example because your plan's limit of open tasks is reached, the AI does not claim it was, and if it has nothing else useful to say it brings in a person with the usual hand-off line.

When it does nothing

• The inbox is on Suggestive. The AI writes a suggested reply for your team to check and send, and never makes a task. The person who sends the reply does whatever the customer asked.
• The AI is off for the inbox or for your business. Nothing is answered and nothing is done.
• A person has taken over the conversation. The AI steps back until it is handed back.

When a customer approves something in the chat

Some jobs in your customer journey wait for the customer to say yes, like "Approve the payroll" or "Confirm the survey date". When the customer writes "approved", "no changes this pay" or "yes, go ahead" about one of those jobs, the AI records their answer and ticks the job off for you. If it was the last open job in that step, the customer moves on to the next step, the same as when your team finishes it.

What counts:

• A clear yes, an approval or "no changes" about a job that is waiting for their confirmation. A question, a maybe or a yes with conditions does not count, and the job stays open.
• If several jobs are waiting and it is not clear which one they mean, the AI asks them which one before it records anything.

It only works when we know it is really them:

• WhatsApp or a text from the phone number on their customer record, saved with its country code.
• A website visitor your chat box has verified as that customer.

Email, any other channel and unverified website visitors never count. For those, the AI records nothing and offers the customer their progress link instead, where they can confirm the step themselves.

This needs Team management and the AI customer journey details on your plan, and an inbox on Auto-pilot.

Where you see it:

• The job shows as done.
• The customer's record gets a note saying the job was completed and quoting what the customer wrote.
• The conversation gets a private note that only your team sees.

A job ticked off this way cannot be reopened, so if the customer meant something else, make a new job for them.

When a customer asks for the document list

When a customer has an open "Ask for documents" job in your customer journey and asks in the chat what documents you need, or asks to be sent the request, the AI can send them the request for that job by email. It lists the documents that job asks for, with the changes you made for this customer, and each one has its upload link. If the customer already has a request open, the missing documents are added to it, so they never get two.

At first the request waits for your approval: the AI makes an "Approve: Send the documents this job asks for" task in Needs you and tells the customer the team will follow up. Nothing is sent until a person on your team acts on it. Once an admin lets the AI send them on its own (it is offered after your team has approved enough of these without changes, and an admin can turn it on sooner), it sends them straight away, and every so often it still asks a person first as a spot check.

The AI does not offer the request at all when the customer has no open documents job. It just answers.

While the AI checks with you first, every other request waits in Needs you. When a person approves it, or once the AI sends these on its own, nothing is sent when:

• The customer already has an open request listing every document, or has already sent every document the job asks for. A rejected file, or one that failed its virus scan, does not count as sent.
• There is no email on the customer's record, or the customer is blocked.

If the customer has sent some of the documents already, the request asks only for the rest. When the AI is sending on its own and nothing is sent, it tells the customer so and offers their status link, which shows every document with its upload link, or offers to put them in touch with your team.

This needs Team management on your plan (Pro and up) and an inbox on Auto-pilot.

When a customer turns something down

Some steps in your customer journey end with a choice, such as Approved or Declined (see How do I make a step end differently when a customer declines?). When the customer gives a clear, final answer about one of those steps in the chat, like "we will not go ahead with the estimate", the AI never records it on its own. A decision can end the customer's journey, so a person on your team always approves it first.

The AI only offers this while the customer has an open job on a step with choices, and only when we know it is really them, the same as for approvals above. A question, a maybe or "not yet" should not count, but you are the one who checks.

The AI makes an "Approve: Record what the customer decided at a step of their journey, such as declining" task in Needs you, with the choice, the customer's words and a link to the conversation, and tells the customer the team will follow up. Nothing changes until someone acts on it.

When a person approves it:

• The choice is recorded for that customer at that step, with what the customer wrote in a note only your team sees, and the step's job is ticked off.
• What you set under "Then" for that choice happens next, for example their journey ends here.
• If the job is already closed or their journey has already ended, nothing changes and you see why.

If Approve says several steps wait for a decision, or lists the step's choices because the AI's choice is not one of them, turn the item down and record the choice yourself on the customer's job (see How do I make a step end differently when a customer declines?).

It needs Team management on your plan (Pro and up) and an inbox on Auto-pilot.

When the AI needs your OK

A request the AI held back shows up in Needs you as "Draft ready to review", on its "Approve:" task. Open the task to see what the AI wants to do, and any detail the customer gave. It has three buttons:

• Approve: the AI does it now, for that customer and that conversation, exactly as it asked. The task is closed with the note "Approved:" and what was done. If it can no longer be done, for example the customer already has an open request, you see why, nothing is sent and the request stays in Needs you.
• Turn down: nothing is sent. The task is closed with the note "Turned down" so your team knows it was looked at. If the customer still needs something, reply to them in the conversation.
• Done it by hand: use this when you already did it yourself, for example you sent the documents from the customer's page. The AI sends nothing, and the task is closed with the note "Done by hand". It does not count as turning the AI down.

Some requests say "Once approved, this can't be undone." That means the customer gets something you cannot take back, like an email, or a choice that ends their journey.

When the request sends the customer a message, each approval and each turn-down (not Done it by hand) counts toward the AI earning the right to send that kind of message on its own. When it has earned it, an admin who approves one is asked whether to let it.