AI drafts & knowledge base
Let the AI draft replies and answer in the chat widget — built from your company's knowledge base, with you in control.
Elvo can draft replies and answer automatically in the chat agent. The quality of the answers depends entirely on your knowledge base — the better you feed the AI, the more accurate and personal the answers. The AI never makes things up; it only uses what you give it.
AI drafts in tickets
When a ticket opens, Elvo can suggest a reply. You review it, adjust if needed, and send — or ignore it and write your own. Drafts are never sent automatically; you always have the final word. This gives the speed of canned responses but with each ticket's context.
AI instructions
Under Settings → Knowledge you set fixed instructions that apply to every reply. This is where you set the voice:
- Tone and wording — formal or casual.
- Procedure — how to answer about shipping, returns, refunds, and so on.
- Boundaries — what the AI should not promise or answer, but instead hand to a human.
Knowledge sources
Add sources the AI looks up when drafting replies:
- Documents and pages with FAQs, pricing, or terms.
- Google Docs and Sheets — connect them directly so the sources stay continuously up to date; when you edit the document, the AI's knowledge updates automatically.
Tip
Start by pasting in your 3–5 most common questions and their answers. That alone improves the AI's answers the most early on.
FAQ
Does the AI send replies without my approval? In tickets: no — AI drafts are suggestions you review. In the chat widget it can answer automatically if you configure it that way.
What if the AI doesn't know the answer? It says it doesn't know and routes the ticket to your team rather than guessing.
What language does it answer in? It answers in the same language the customer writes in, including Icelandic.