Can the AI reply to my customers automatically, or does a human always approve first?

Great question — there are two layers, and you control both. Live chat: if you enable the AI assistant (the chatbot toggle in your dashboard), it can answer common questions instantly in the chat widget, grounded in your knowledge base. When it isn't confident, it flags the conversation for your team instead of guessing. Anything that reaches a customer's inbox: always human-approved. When a customer emails your desk, the assistant prepares a draft reply from your knowledge base and places it in your approval queue — nothing is ever sent automatically. A teammate reviews, edits if needed, and approves every outgoing reply. The same rule applies to drafts written by external AI agents: they land in the same approval queue and cannot send anything themselves. So the short answer: instant AI help in chat where it's low-stakes, and a human sign-off on every reply that goes out to your customer.