5 articles
Configure message.ai for your workspace
Pick the AI persona, the grounding sources, the escalation rules, and the tone.
Updated May 24, 2026
Pick your AI grounding sources
Tell the AI what to read so it answers from your data, not the internet.
Updated May 24, 2026
When the AI should escalate to a human
Three default rules and how to extend them.
Updated May 24, 2026
Override an AI reply
Edit the AI's draft, reverse a sent reply, or undo an AI-issued refund.
Updated May 24, 2026
AI wait-time concierge on phone calls
When a caller chooses to hold, the AI engages and answers from your KB.
Updated May 24, 2026