message.ai is on by default in every Business-plan workspace. The default config is a friendly, brand-neutral assistant grounded in your KB. Most teams customize it within the first hour.
Persona
Settings > AI > Persona. Pick a name (default 'Message AI'), a tone (friendly, formal, terse), and an introduction line ('Hi, I'm the team's AI assistant').
Grounding sources
Settings > AI > Grounding. Pick which KB collections, which Notion pages, which integrations the AI is allowed to query. Toggle per channel (chat, email, phone).
Escalation rules
Settings > AI > Escalation. Tell the AI when to hand off to a human: keyword triggers (refund, cancel, legal), confidence threshold (under 70%), or after N turns (default 3 confused turns).