Set Up the AI Auto-Reply Bot in Messello
Messello's AI auto-reply bot answers simple customer questions on its own — but only when it's confident and grounded in your help center. When the answer isn't clear, it doesn't guess. It hands the conversation to a human teammate instead. You opt in per inbox, so you control exactly where it runs.
How the auto-reply bot decides
- Grounded answers only. The bot replies using content from your imported help center (RAG), not made-up information.
- Confidence threshold. If it isn't confident it has the right answer, it stays quiet and hands off.
- Human handoff. Complex, sensitive, or unclear questions go to your team automatically.
Turn on auto-reply for an inbox
- Import your help center first so the bot has grounded content — see Import your help center so AI can answer.
- Go to Account settings → AI in app.messello.com and confirm auto-reply is enabled.
- Open Inbox settings for the inbox you want.
- Enable AI auto-reply for that inbox and save.
Repeat for each inbox where you want the bot active. Inboxes without it opted in behave exactly as before.
Start safely
- Begin with one inbox. Try a low-risk channel like web chat before expanding.
- Watch the handoffs. Review conversations the bot passed to humans to spot gaps in your help center.
- Fill content gaps. If the bot hands off a common question, add an article so it can answer next time.
The bot never invents answers. When it isn't sure, a human always takes over.
Related
The auto-reply bot is part of the ai_assist feature on Growth and Scale plans. See pricing.