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Quick Answers are preconfigured responses to specific questions or situations. Instead of “thinking” and composing a reply from scratch every time, the AI Employee instantly performs the action you defined: sends exact text, asks another employee for help, or transfers the customer to another AI Employee.

FAQ / Self-Learning

Automatically build up an answer base from conversations

Knowledge Base

The employee’s main source of data for answers

Notifications

Alerts about important events in conversations

AI Employees

Employee management and multi-agent scenarios

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When to use them

  • Certain questions need a strictly fixed answer (address, company details, business hours)
  • You need to automatically transfer the customer to another AI Employee when a specific topic comes up
  • You want to speed up handling of common requests without spending tokens on “thinking”

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How Quick Answers differ from FAQ

Quick Answers always take priority over FAQ. If a customer’s question matches both a quick answer and an FAQ entry, the quick answer fires.
To add ready-made answers manually, use Quick Answers rather than FAQ. FAQ is primarily designed to be filled automatically from conversations.

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5 action types

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1. Reply exactly

The employee sends the customer exactly the text you specified — unchanged, with no adaptation. Good for: addresses, company details, contact information, legal wording that must not change.
Exact answers don’t adapt to the conversation context. The customer gets the same text no matter how they asked. Make sure your answer is worded to fit any case.

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2. Based on answer

The employee uses your text as a basis but adapts it to the conversation context. You give the employee a “hint,” and it builds a reply that accounts for what the conversation was about. Good for: answers that should take context into account (information about a specific product or service), and situations that need flexibility within a guiding frame.

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3. Transfer to another AI

The customer is fully handed over to another AI Employee. The current employee stops working on this conversation, and the other one takes over. Good for: a customer contacting you about another department’s topic, or setups where one employee handles first contact and specialized employees do the detailed work. Additional settings:
  • Employee selection — choose from the dropdown which AI Employee receives the customer
  • Instruction — text describing the context of the handover

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Video

The video shows a hotel chain example: a “front desk” employee handles first contact and transfers the customer to specialized employees for specific properties.

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4. Get answer from another AI

The current employee doesn’t hand over the customer; instead, it requests information from another AI Employee “behind the scenes.” The customer doesn’t see this — they keep talking to the same employee. Good for: when you need expertise from another area but transferring the customer isn’t appropriate; when one employee is the “face” of the company and others act as internal experts. Additional settings:
  • Employee selection — who answers “behind the scenes”
  • Instruction — what to find out from the other employee
How is this different from “Transfer to another AI”? With a transfer, the customer is fully handed over to another employee. With “Get answer,” the current employee only requests information and passes it on to the customer itself. The customer never learns that anyone else was involved.

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5. Expert council

The most powerful option: 2 to 10 AI Employees draft their own answers at the same time, and the system combines them into one final message. Good for: complex or ambiguous questions, complaints and conflicts, questions that need a comprehensive approach. Additional settings:
  • Employee selection — which AI Employees take part in drafting the answer
  • Instruction — a shared task for all experts
  • Show expert answers — if enabled, the customer sees each expert’s version (by default, only the final combined answer)

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Main question — the trigger

The main question is the trigger the system uses to decide when to run a quick answer. The AI analyzes meaning, not exact word matches, so you don’t need to write the question word for word the way a customer would. Good examples:
  • “What’s your address?”
  • “How do I request a refund?”
  • “I have a technical problem”
Bad examples:
  • “Question about the address” — too vague
  • “The customer asks where we are located, what the office address is, and how to get to us by public transport or by car” — too long
Phrase the question the way a real customer would ask it. Write from the customer’s perspective, not the operator’s. The limit is 50 words.

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The “Simplify” button

Next to the Main question field there’s a Simplify button. It runs an AI that rephrases your question in a shorter, more general form.
1

Enter a question

Type the question in the Main question field.
2

Click Simplify

The AI suggests a more concise wording.
3

Check the result

If you like the result, keep it. If not, edit it manually.
Example:
  • Before: “Could you please tell me the address of your main office?”
  • After: “What’s the office address?”

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Additional parameters

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Chat control

A dropdown that defines what happens to the chat after the quick answer fires. For example, you can pause the chat so a manager can step in.

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Send notification

A toggle. When enabled, a manager receives a notification whenever the quick answer fires.
Enable Send notification for quick answers related to complaints, refunds, and other situations that may need a human.

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Step-by-step guides

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How to add a quick answer with exact text

1

Open the tab

Go to the Quick Answers tab of the employee you need.
2

Create a new one

Click + Add quick answer.
3

Set the trigger

In the Main question field, enter the trigger question, for example: “What’s your address?”. Optionally, click Simplify.
4

Choose the action

Select Reply exactly.
5

Enter the answer

In the Answer field, enter the exact text the customer will receive.
6

Configure and save

If needed, set Chat control and Send notification. Click Save.

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How to set up a transfer to another AI

1

Create a quick answer

Click + Add quick answer.
2

Set the trigger

In the Main question field, enter the trigger, for example: “I have a technical problem”.
3

Choose the action

Select Transfer to another AI.
4

Choose the employee

From the dropdown, select the employee who will receive the customer.
5

Add an instruction and save

In the Instruction field, describe the handover context. Click Save.

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How to use Expert council

1

Create a quick answer

Click + Add quick answer.
2

Set the trigger

In the Main question field, enter the trigger, for example: “I want to file a complaint”.
3

Choose the action

Select Expert council.
4

Add experts

Add expert employees (2 to 10).
5

Configure and save

Write a shared instruction for the experts. Decide whether to enable Show expert answers. Click Save.

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Quick Answers priority

When a customer sends a message, the employee checks information sources in a specific order. Quick Answers have higher priority than FAQ and the Knowledge Base. If the employee answers a question differently than you’d like (using FAQ or the Knowledge Base), create a quick answer with the wording you want — it will take priority.
In the test chat, click the checkmark next to the employee’s reply to see its reasoning: which quick answers it checked, what it used from the Knowledge Base, and why it answered the way it did.

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How many to create

There’s no limit. Practical recommendations:
  • Don’t duplicate similar wording. If you have a “What’s your address?” trigger, you don’t need a separate “Where are you located?”. Use the Simplify button.
  • Don’t overload. Quick Answers are for truly common situations. Let the employee handle rare questions through the Knowledge Base.
  • Review the list regularly. Delete outdated quick answers — old addresses, prices, expired promotions.

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How it works with other tools

  • FAQ — they complement each other. Quick Answers for critical questions, FAQ for everything else.
  • Knowledge Base — the “Based on answer” action uses Knowledge Base data to build a personalized reply.
  • Notifications — you can combine quick answers with notification triggers.
  • AI Employees — the “Transfer to another AI,” “Get answer from another AI,” and “Expert council” actions let you build multi-agent scenarios.

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FAQ

There’s no limit. We recommend not duplicating similar wording — use the Simplify button to generalize instead.
The system picks the one closest in meaning. Try to phrase triggers so they don’t overlap.
With a transfer, the customer is fully handed over to another employee, who continues the conversation. With “Get answer,” the current employee requests information from another one “behind the scenes,” and the customer doesn’t see it.
No. But it’s recommended if your trigger question is long or uses specific wording. Simplifying helps the employee recognize different variations of the same question.
Yes. Quick Answers and FAQ complement each other. Quick answers always have higher priority.
Check the trigger wording — it may be too narrow or too broad. Try clicking Simplify and saving again. Test it in the test chat and review the employee’s reasoning (the checkmark next to the reply).
Yes. The “Reply exactly” action doesn’t depend on the Knowledge Base. But for the “Based on answer” action, a Knowledge Base significantly improves answer quality.