Let it reply, or check first
The one setting that decides whether the assistant sends on its own or waits for you.
Every channel is set one of two ways, and you can set them differently — the assistant can answer on one by itself while you check its replies on another.
Send by itself
The reply goes to the customer immediately. This is the setting that earns its keep: a customer asking at 9pm gets an answer at 9pm, which is the whole reason for having it.
Draft for you
The assistant writes the reply and waits. You see it in your Inbox, edit it if you want, and press send. Nothing reaches the customer until you say so.
Which to choose
Start on drafts for a day or two if you're unsure. Read what it writes, correct anything that isn't how you'd say it, and turn on sending once you stop wanting to change things. Most owners switch within a week.
Drafts don't answer at night. That's the cost of the setting, and it's the honest reason to move off it once you trust the replies.
Taking over a chat
Whatever the setting, you can step into any conversation and answer yourself. The assistant stops on that chat and stays quiet while you're handling it, so a customer is never talked over.
It also asks for you by itself when it should — when someone is upset, when a question needs a decision only you can make, or when it simply doesn't know.
Still stuck — write to support@bolnepage.com.
