Let automation help. Keep your team in control.
Combine reviewed knowledge, staff-approved AI suggestions, and explicit workflow rules to support your team’s judgment.
Start with a useful boundary
Configure approved knowledge, handoff conditions, and automatic reply limits. Test a question the assistant can answer and one that should reach your team.
Suggestions remain suggestions
Copilot drafts and ticket triage help a teammate review the context. Staff review a proposed answer or label before using it. Provider configuration and usage limits still apply.
Understand why a rule ran
Create a draft from a template, review its conditions and actions, then publish intentionally. Activity and version history help investigate results and restore a definition to a new draft.
External AI requires a configured provider. AI output can be incorrect and should be reviewed before consequential use.