> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackshift.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Let AI answer customers

> Enable customer-facing replies for a chosen scope, with rules for handing work to a person.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## What you can do

Enable customer-facing replies for a chosen scope, with rules for handing work to a person. Where to find it: AI → AI settings → Customer replies; AI → Conversations

## Before you start

* Accurate published knowledge for the questions AI should answer.
* Workspace AI configuration permission and eligible customer-reply capability.

## Steps

<Steps>
  <Step>
    Review Availability and resolve the specific missing settings or requirements shown for customer replies.
  </Step>

  <Step>
    Open AI settings and enable Reply to customers automatically for selected eligible inboxes. Only new messages in unassigned inbox conversations are eligible; staff replies pause AI.
  </Step>

  <Step>
    Select who receives a handoff and review the customer-reply controls. Decide which questions must reach staff instead of an automated reply.
  </Step>

  <Step>
    Use a test conversation with a routine question and another that needs a person. Check both the answer and the handoff.
  </Step>

  <Step>
    Review AI Conversations and outcomes after activation. Disable or narrow the policy if answers are inaccurate, then improve the source knowledge before expanding it.
  </Step>
</Steps>

## Example

AI answers opening-hours questions from a published article while a disputed charge is handled by a person.

## Things to know

* Staff copilot and customer replies are separate settings. Enabling copilot alone does not let AI send messages.
* Customer replies do not automatically authorize refunds or other business actions.
* Availability explains current access; an unavailable capability needs its stated requirement resolved rather than repeated clicking.

## What happens next

<Check>
  Eligible customer messages can receive AI replies; conversations outside the policy or needing help are handed to staff.
</Check>

## If something goes wrong

<Warning>
  * AI does not reply: check the eligible inbox, unassigned state, automatic-reply switch, budget, channel status and handoff reason.
  * Wrong answer: pause or narrow the policy, correct knowledge and evaluate the change.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Set up AI, credits and your own API key" href="/stackshift-support/ai-setup-and-credits">
    Choose how AI is paid for and which assistance your workspace can use.
  </Card>

  <Card title="Evaluate and improve AI responses" href="/stackshift-support/ai-evaluations">
    Compare AI behavior with examples and use outcomes to choose improvements.
  </Card>

  <Card title="Review AI actions safely" href="/stackshift-support/ai-actions-and-approvals">
    Let AI request allowed business actions and have the right person approve sensitive work.
  </Card>
</CardGroup>


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