AI Assistant Overview and Responsible Use
Configure AI assistance for suitable customer replies, summaries, qualification and workflow support without removing human responsibility.
What this guide helps you do
Configure AI assistance for suitable customer replies, summaries, qualification and workflow support without removing human responsibility.
Who should use it
Workspace owners, managers, automation users and authorized technical users responsible for AI configuration or customer workflows.
Before you begin
- Use the correct workspace and minimum required role.
- Use a business-controlled provider account where applicable.
- Understand provider billing, usage and data settings.
- Use fictional Pakistan test data.
- Define human handover before enabling automatic replies or calls.
Main concepts and fields
| Concept / Field | Meaning or Use |
|---|---|
| Suggested Reply | AI draft for review or configured automation. |
| Summary | Short conversation overview. |
| Qualification | Collects approved lead information. |
| Knowledge Boundary | Information the AI may use. |
| Unsupported Claim | Information the AI must not invent. |
Step-by-step instructions
- Define suitable use cases.
- List prohibited claims and decisions.
- Choose the provider/model.
- Add approved knowledge.
- Set tone and language.
- Configure handover triggers.
- Test representative questions.
- Review live quality regularly.
Test and verification
- Test an approved factual question.
- Test an unknown question.
- Test a sensitive question.
- Test customer request for a human.
Common issues and solutions
| Issue | What to Check |
|---|---|
| Reply too general | Improve prompt and knowledge. |
| AI invents details | Add explicit boundaries and handover. |
| Tone inconsistent | Clarify language and style rules. |
Security, privacy, consent, cost and provider notes
- AI-provider charges and Wemblo AI-action usage are separate controls.
- Do not expose provider keys or customer data in screenshots, tickets or client-side code.
- Use human review or handover for sensitive, private, regulated, urgent, high-value or final decisions.
- Do not promise perfect accuracy or guaranteed business outcomes.
Last reviewed: