What happens when Ash doesn't know

Ash only answers with what’s active in your Context. If a customer asks something that isn’t there, Ash doesn’t make it up.

What it tells the customer

It says someone on your team will confirm. If the question needs it, it hands the conversation to your team as an escalation.

Home → Context: the exact question Ash couldn’t answer, with what the customer wrote.
Escalations: if Ash handed the conversation to a person. See →
Context: the real questions Ash couldn’t answer, so you can teach it.

Open the question

On Home, on the Context card, tap the question.

Write the answer

Answer it the way you’d tell the customer.

Save it

You’ll see Done, Ash knows it now. Next time someone asks, it answers on its own.

If a customer is also waiting, reply to them yourself from their conversation.

When the card says Ash has answered everything, your Context is up to date.

Everything Ash knows.

When a person is needed.