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, rules, and memory — 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. Select Add Source to crawl a Website, write an FAQ, or upload a PDF, TXT, DOCX, or CSV document up to 10 MB.

Test Your AI

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 cannot answer something, the question appears here. Select Add to KB, write the answer, and save it as an FAQ.

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.

Channels

Open Channels, select a channel, then select AI. The page heading is AI Settings. Open Knowledge and select Add Source to add a website, FAQ, or document. Website pages are scanned automatically, with progress and page count shown in the list.

Settings

Open Settings, turn on AI Copilot for agent drafts and, if wanted, Auto-Responder for automatic widget replies. Configure Personality, then select Save changes. Use Rules & Memory for mandatory instructions and saved context.

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

You'll find these under each channel's AI tab, in the "Settings" view — so different websites can behave differently. Want to go further? Mandatory rules, the AI's memory, and its personality have their own guide.

Greeting message

What the AI says when it joins a conversation. Leave it empty to use the standard greeting.

Confidence threshold

How 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 message

What the AI says when it hands over to your team — for example "Let me get a teammate to help with that."

Schedule

Choose Always active, or Only outside office hoursso the AI covers the time outside this channel's Office Hours.

The AI never talks over your team

When the AI isn't confident enough, it stops and hands the conversation to your team instead of guessing.
A visitor can ask to speak to a person at any time, and the chat is passed straight to your team.
The moment one of your teammates replies, the AI automatically steps back from that conversation — so a customer never gets the bot and a person at the same time.

Usage this month

The AI add-on comes in three sizes. Full prices and allowances are in the billing guide. The short version:

AI conversations

Unique conversations handled by the Auto-Responder this calendar month. A conversation counts once, no matter how many bot replies it contains.

Knowledge base pages crawled

Pages crawled during the current month. Open a channel’s Knowledge Base to see the current workspace-wide Page allowance.

Bot replies

Automatic replies sent during the current month.

Copilot drafts

Agent reply drafts generated during the current month.

Polishes

Agent replies polished during the current month.

Plan allowances reset at the start of each calendar month. Owners receive notifications at 80% and 100% of the AI-conversation allowance.
The workspace's knowledge allowance counts indexed pages across websites, FAQs, and documents. A website can be re-scanned once every 24 hours.

Related docs

AI Rules, Memory & Personality

Set rules the AI always follows, choose how it sounds, and control what it remembers.

Billing & plans

Understand trials, subscriptions, the AI add-on, redemption codes, and billing statuses.

Widget setup

Install the Sonny live chat widget on your website with a single script tag.

Email setup

Forward your support email into Sonny and manage email alongside live chat.

See how Sonny helps

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