It answers customer questions using only the knowledge you've loaded in and approved. Confidently and specifically when the answer's covered.

If it isn't, it says so and hands off to the nominated human, rather than guessing.

No. This is a hard rule, not a preference.

It never invents pricing, availability, or policy details. When the bot can’t find the answer from the policies and FAQs you’ve uploaded to “The Brain”, it will always escalate to the nominated human.

You will not be billed if the query is unresolved.

Yes, if the answer lives in the documentation you've uploaded.

Load in your troubleshooting docs, error explanations, or how-to guides, and it answers those confidently. What it won't do is offer general technical advice from outside your approved content, even if it could guess.

If it can’t answer with complete confidence it will always escalate to the nominated human.

There are several escalation triggers:

• No knowledge match in your knowledge hub, aka “The Brain”!

• The customer asks for a human directly

• The sentiment turns negative and a human touch may be a better fit

• The user mentions a trigger word that you have specified

Yes. Set up categories such as billing, technical, general, or whatever fits your team, and assign escalation contacts to each.

A contact with no category set becomes the catch-all for anything that doesn't classify cleanly.

If you've set business hours in your config, yes. It mentions them naturally when confirming a handoff, instead of leaving an open-ended "someone will be in touch."

It handles it in stages:

• A calm warning first

• A firmer final warning if it happens again

• Then the conversation is closed.

This is for genuine abuse or threats, not ordinary frustration or blunt language, which it treats like any other message.

You can configure the bot to either introduce itself as an AI helper, or emulate a human.

If in the latter case a user asks if they are speaking to a human it will always answer honestly, along with an explanation of how this is a faster approach to resolving their query, but escalation to a human is an option.

It never denies or dodges being AI.

• A conversation where the bot answered confidently from your approved knowledge as found in “The Brain”

• Where the query was resolved without escalation. Escalated conversations aren't billed as resolved, since a human still had to step in.

Every conversation sits in your dashboard as a full transcript, filterable by category and date, with a rating on whether the bot's answer actually resolved things for the customer.