Guide
AI Copilot
Sonny's AI can draft replies for your team and answer customers automatically — using only what you teach it. Here's how it works and how to set it up.
What the AI can do
AI drafts
In any conversation, Sonny can write a suggested reply for you, based on the conversation and your knowledge base. Click to insert it into the composer, edit it if you like, and send. You stay in control — nothing is sent without you.
AI Polish
Wrote a quick, rough reply? Click the polish button in the composer and the AI tidies it up — fixing grammar and making it clear and friendly, without changing what you meant.
Auto-responder
Answers chat visitors for you using your knowledge base — around the clock, or only outside your office hours. When it isn't confident enough, it steps aside and hands the conversation to your team.
Knowledge base
Teach the AI what to say. Add your website (Sonny reads its pages automatically), write question-and-answer pairs, or upload documents (PDF, TXT, DOCX, or CSV, up to 10 MB each).
Test chat
Ask the AI questions yourself before customers do. You'll see the answer, how confident the AI was, and which knowledge sources it used.
Missed questions
When the AI can't answer something, the question is saved in a list. Click "Add to KB" to write the answer once — the AI knows it from then on.
Setting it up
Turn on the AI add-on
Click "AI Copilot" in the sidebar and pick a plan (only the workspace owner can do this). The AI add-on comes on top of your normal subscription — see the billing guide for plans and prices.
Add knowledge
Open Channels, pick your channel, and go to the "AI" tab. Add your website address, FAQs, or documents. Website pages are scanned automatically — you can watch the progress and page count.
Choose what the AI does
On the same AI tab, turn on AI Copilot (drafts for your team) and, if you want automatic answers, the Auto-responder. Each channel has its own switches, so you can try it on one website first.
Test before going live
Use the test chat to ask real customer questions. If an answer is wrong or missing, add or fix the knowledge and test again.
Auto-responder settings
Each channel's AI tab has these settings, so different websites can behave differently.
Greeting messageWhat the AI says when it joins a conversation. Leave it empty to use the standard greeting.
Confidence thresholdHow sure the AI must be before it answers, shown as a percentage (45% to start). If it's less sure than this, it doesn't guess — it hands the conversation to your team instead. Raise it for safer answers, lower it for more answers.
Escalation messageWhat the AI says when it hands over to your team — for example "Let me get a teammate to help with that."
ScheduleRun the auto-responder all the time, or only outside your office hours so it covers nights and weekends while your team handles the day.
Usage and limits
The AI add-on comes in three sizes. Full prices and allowances are in the billing guide. The short version:
- Your plan includes a monthly allowance of AI conversations (a conversation counts once per month, no matter how many messages the AI sends in it).
- Allowances reset at the start of each calendar month. You'll get a notification at 80% and again at 100%.
- Each plan also has a cap on knowledge pages — the total pages from your websites, FAQs, and documents combined.
- Website pages can be re-scanned once every 24 hours, so fresh content is picked up daily.
- The AI Copilot page shows your live usage for the month: AI conversations, drafts, polishes, and knowledge pages.