When a small team should use AI replies

Tee can answer a website visitor from the notes and FAQs on that widget. It can also be off. For a small team the useful question is not whether AI is the future of support. It is which threads you are willing to let a note answer while you are in the product, and which threads should wait until a person reads them.

This is the product behavior, from the AI website chat page. Tee is per widget. It says when it does not know, and a teammate follows up in the inbox. You can pause it for one conversation, turn it off for the widget, or rename it. There is no resolution rate on this site. Do not borrow one from a vendor's homepage.

Turn it on for stable, public answers

Good notes are answers you have already typed twice and that do not depend on looking up an account:

• Where to sign in, and what the screen is called.
• What the published plans include, with a pointer to pricing because those prices are indicative and there is no checkout.
• How to reset a password, if the steps are the same for everyone.
• What the product does not do, so Tee does not imply a feature you cut.

Write the note the way you would say it in the widget. Short. If the answer needs a hedge (“usually,” “unless your plan is custom”), put the hedge in the note. Tee does not add caution you forgot.

The greeting should still say when a person is around. An instant note is not the same thing as a staffed inbox. Visitors can tell the difference when the second question is about their invoice and nobody replies until Monday.

Leave it off when the answer is theirs alone

Keep Tee off, or pause it on the thread, when the reply depends on information the widget notes do not have:

• A charge, a refund, or a tax invoice.
• A bug that needs their workspace, their browser, or a timestamp.
• An outage. A note written last month will cheerfully describe a status page that is already wrong.
• A security report. You want a person, and you want the path in the greeting to be an email you actually read.
• Anything you would not want quoted back if the note is stale.

Pausing one conversation is the control for “this thread just became specific.” Disabling the widget's Tee is the control for a launch week, a migration, or a week when you do not trust the notes. The widget and the shared inbox keep working. People can still write. You simply answer them.

Read the thread after, every time at the start

The first weeks are a review, not a setting you forget. Open the conversations Tee touched. If it used a note correctly, keep the note. If it answered a billing question from a pricing FAQ and missed the customer's actual charge, that note is too broad. Split it or delete it.

You do not need a dashboard for this. A short list is enough: note used, whether a person had to correct it, whether the visitor asked again. The metrics guide is the same manual habit for reply time and unanswered threads. The calculator is for the human reply clock, and it will not separate Tee's first message from yours unless you choose the timestamp of the human reply on purpose. Do that if your question is how long a person took. Include Tee's message only if your question is how long until any reply. Write down which one you meant.

Do not start here

If the widget is not on the site, Tee has nothing to answer. The install guide and the install check come first. If you have no notes, turning Tee on means it will often say it does not know, which is honest and also a poor first week. Write five FAQs, leave Tee off, answer those five yourself until the wording is stable, then enable it on that widget only.

A second product gets its own notes. Do not point two brands at one widget to save an afternoon. Workspaces exist for that split, described in organize support with workspaces.

The replies you still type can start from the support templates. They are not generated, and they are not sent for you.