Can I teach it how our company works?

Yes. Maintain approved knowledge and company-specific guidelines. Internal AI coaching can propose guidance for review; it does not automatically rewrite policy from every employee message.

Will it remember customers next week?

It can use eligible retained context and linked customer history. What it can retrieve depends on identity, conversation linking, permissions and the business scope. It should not merge people merely because their names look similar.

What do task agents cost?

One task agent is included. The planned price for each additional active task agent is $5 per month, separate from live chat and phone AI. The current task-agent screen labels billing as a preview with no task-agent charges collected during that rollout.

Can AI change my store or CRM records?

The documented knowledge and customer-context connectors are read-oriented. Task-agent results stay internal unless a separately supported, authorized action flow is configured. Connecting a source does not grant AI unrestricted write access.

Is this the same as the AI add-on?

Customer-facing AI and task agents are separate products and billing concepts. Check the pricing page and the workspace’s current plan before activating paid features.

MESSAGE AI

Knows your business.Keeps the conversation.

Useful AI starts with your knowledge, remembers eligible customer context and knows when your team should step in. Give Message AI the information, rules and specific jobs that make it useful to your company.

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Customer-facing AI follows your workspace plan. Task agents have separate pricing.

Approved business knowledgeCompany-specific guidanceHuman oversight

01 / Business knowledge

An answer needs something to stand on.

Your website, help articles and approved connections give Message AI a place to find the facts. You decide what becomes usable knowledge.

Start with your website

Scan supported public pages and review the generated knowledge. Check the wording, missing policies and product details before publishing answers your customers will rely on.

No website? Start a conversation

The onboarding interview asks about your business and follows up based on the answers. Short responses can become draft articles that you can review and improve.

Bring in approved sources

Connect supported stores, documents or selected spreadsheet ranges. Preview the imported content and choose what belongs to this business before it becomes part of retrieval.

Explore the Knowledge Base

02 / Memory & identity

Remember the person. Respect the boundary.

A returning customer should not get a brand-new greeting halfway through an ongoing issue. Useful memory comes with a clear understanding of whose information can be used.

Continue the conversation

Earlier turns and eligible customer history help AI follow the issue, preferences and prior promises. Linked chat, ticket and call context can support continuity across visits.

Verify before private lookups

Supported order flows check email possession and matching order details before retrieving the order. Simply knowing a customer’s email address is not enough to request their private purchase information.

Keep companies separate

Knowledge, connected sources and company guidelines are scoped to the business. A rule taught in one workspace should not become another company’s policy.

03 / Task agents

One agent. One clear job.

Create focused helpers for the work your business repeats. Describe the task in plain language, choose the product and knowledge scope, and try it before activation.

Choose the kind of work

Answer from knowledge, summarize a conversation, classify a request or extract action items. A focused instruction gives you a clearer result to evaluate than a vague request to handle everything.

Assign the right scope

Choose the supported product and business knowledge. Site-specific agents stay with that site’s conversations. Summaries and extraction results stay internal instead of changing connected customer systems.

Test, inspect and pause

Run a sample task before putting an agent to work. Review runs and usage, set a daily limit and pause an agent when you need to adjust its instructions.

See plans and add-ons

THE EVERYDAY DETAILS

AI that your team can work with.

The quality of the answer matters. So do the controls around it.

Company guidelines

Give AI clear directions for tone, escalation and business policy. Internal coaching can produce a proposed guideline that an authorized person reviews and saves.

Knowledge suggestions

Useful completed conversations can suggest new questions and answers. Owners review the suggestions before they become published knowledge.

Attention signals

Agents can see estimated frustration, repeated requests for a human and manager requests. These are assistance signals for human judgment, not facts about a customer’s character.

Human handoff

Route a request to the team when a person is needed. A handoff should preserve the conversation and its context so the customer does not have to start over.

Follow-ups that have an owner

Ask internal AI to notify a teammate about a chat or callback. Include a conversation reference and a due time; acknowledgement or completion stops the relevant reminders.

Business boundaries

Keep answers relevant to the business. Requests for unrelated tasks or private customer data should be handled without disclosing information or silently losing the customer’s support request.

MAKE IT YOURS

Teach it. Test it. Put it to work.

Build your knowledge

Scan the business website or answer the onboarding interview. Add approved sources, then review and publish the material AI should use.

Set the rules

Choose where AI answers and where it asks for help. Define company guidance, human escalation and the permitted scope of connected data.

Test the difficult questions

Try a returning customer, an unknown answer, an order lookup and a request for a human. Review outcomes with your team and refine the knowledge or guidance.

Better together.

Knowledge Base

One source for customers, agents and AI.

Message Team

Get help from colleagues without losing your place.

Integrations

Connect the tools your business already uses.

BEFORE YOU START

A few useful answers.

Give AI a real job.
Give your team more room.