Turn the AI assistant (chatbot) on or off
DeskCrew ships with a built-in AI assistant that answers your customers in the chat widget the moment they ask. Grounded in your knowledge base, with a human always in the loop. This guide shows you how to turn it on and what it does.
Turn it on
- Go to Dashboard → Branding (or press ⌘K and type "AI assistant").
- At the bottom of the settings column, flip AI assistant (chatbot + drafts) on.
That single switch enables all AI on your desk.
What the assistant does
Instant chat answers. When a visitor asks a question in your chat widget, the assistant searches your published knowledge-base articles and answers immediately. With citations to the articles it used. No knowledge-base match? It says so honestly and hands the conversation to your team instead of guessing.
Conversational replies. Greetings ("hi", "hello"), thanks, and questions like "are you a bot?" or "what can you do?" get a friendly reply, so chatting feels like talking to a real assistant rather than filing a form.
Email drafts in your approval queue. When a customer emails your desk, the assistant prepares a draft reply from your knowledge base. Nothing is ever sent automatically. A teammate reviews and approves every outgoing reply.
The rules it always follows
- It never invents answers. Every factual answer comes from your published knowledge-base articles. If the KB doesn't cover a question, the assistant escalates to a human rather than making something up.
- Humans approve sends. AI drafts land in the approval queue; only a teammate can send them.
- You control it per workspace. The switch above turns everything off instantly.
Make it smarter
The assistant is only as good as your knowledge base. Write an article for each question your customers actually ask. Pricing, setup, returns, troubleshooting. And publish it. The assistant picks up new articles immediately, no retraining step.
Usage allowances
- Free: 25 AI answers per month.
- Trial: 150 AI answers during your 14-day trial.
- Paid plans: AI answers aren't capped; included AI resolutions per month depend on your plan, with transparent per-resolution overage after that.
You can see your usage any time under Dashboard → Billing, and admins get a heads-up email at 80% and 100% of a free allowance.