Know what needs attention
Triage signals help agents understand intent, urgency and sentiment before they start composing a reply.
A better first response starts with understanding.
Help your team understand incoming requests, prepare answers grounded in your knowledge and hand over uncertain questions with context. Configure where AI assists and when a person should take over.
Useful context. A clear next step.
Ground replies in your knowledge
Use your articles, documents and URLs to inform suggested answers. Review the source behind the draft.
Keep a human in the loop
Use configured confidence and sending rules. Route uncertain or human-requested conversations to your team.
Add your knowledge
Connect the product information and support guidance your team wants Liya to use.
Set the boundaries
Choose your tone, behavior, confidence thresholds and the categories eligible for automatic sending.
Review and improve
Inspect drafts, escalations and knowledge gaps, then improve the content behind future replies.
A few useful answersMake it work
Make it work
for your team.
Does AI automatically send every answer?
No. Draft review and automatic sending are different behaviors. Your configured categories and confidence thresholds determine when automatic sending is allowed.
What happens when an answer is missing?
An uncertain request can be escalated to a person, with a knowledge gap available for your team to investigate and address.
AI First ResponderBetter support starts
Talk to our teamBetter support starts
with your team.
Let’s find the right setup for the way you help customers.