What happens when the AI can't answer a question?
The assistant passes the conversation to your team when it can't confirm an answer or complete the request with its available tools.
This can happen when a customer asks for a person, needs a policy exception, or has an issue the assistant is unsure how to handle. Staff receive the conversation history, including any order information already checked.
The customer can continue in the same chat or email thread. Your business hours and staff availability help the assistant explain when someone can respond.
Changelog releases
This topic appears in the following release notes:
- More Complete Support Replies
- Subscription free shipping and staff-specific unread tickets
- More accurate replies and action buttons
- Draft Replies, Refunds, and Replacements
- Clearer support and delivery follow-ups
- Clearer Customer Forms and Guided Setup
- Conversations stay active through forms and ticket changes
- Clearer Status History and Resolution Pricing
- Better Shopify product search and support handoffs
- Clearer help for subscription purchase questions
- Screenshot-first subscription troubleshooting
- Safer multi-store inventory answers
- Safer policy handling and cancellation confirmations
- Chargeback drafts and safer order tools
- Smarter routing and more reliable conversations
- Smarter complaint routing and stronger order attribution
- Safer replacements, instant AI settings
- Sharper answers, smoother handoffs
- Sharper chat answers and wizard general settings
- Faster dashboard, replacement handoff, and revenue report
- Cleaner Conversations and Integrations
- Smoother Storefront Chats and More Reliable Sync