AI features

Ansadesk's AI is built around one principle: it does the typing, your team stays in control. Every feature below is grounded in your knowledge base and runs only when the server has an ANTHROPIC_API_KEY.

AI-drafted replies

When a visitor sends a message, Ansadesk drafts a reply and streams it into the inbox in real time. The draft is built from the conversation so far plus your knowledge base. An agent can send it as-is, edit it first, or discard it, and toggle between a concise and a detailed style. A human always sends — a draft only becomes a real reply when someone hits send (unless autopilot sent it; see below). Drafts persist, so they survive a reload.

Supervised autopilot

Autopilot is a per-workspace setting in Settings → AI & Knowledge, off by default, with three modes:

• Off — every AI reply is a draft a human sends.
• Outside business hours — autopilot answers only when you're closed. It behaves like off until you've configured business hours.
• Always — autopilot is eligible to answer at any time.

When eligible, Ansadesk generates a reply along with a self-assessed confidence. On high confidence it sends the reply immediately, labeled “AI assistant,” tags the conversation autopilot, and adds an internal note explaining the confidence — the conversation stays open. On medium or low confidence it does not send; it leaves a normal pending draft and the usual unanswered-message alerts fire so a human picks it up. As a safety rail, autopilot sends at most 3 AI replies per conversation, then always hands off.

AI triage

Triage is a separate per-workspace toggle (also off by default). When on, the first visitor message of a new conversation is classified in the background and the conversation gets:

• a topic tag (reusing your existing workspace tags when they fit),
• a priority — urgent, normal, or low,
• a sentiment — frustrated, neutral, or happy.

Urgent conversations sort to the top of the open queue, and priority and sentiment show as badges in the conversation list and header. Triage runs on a small, fast model and never counts toward your AI draft quota.

Ask AI panel

While working a conversation, an agent can press a (or the Ask AI button) to ask a question and get a streaming answer grounded in your knowledge base plus the recent messages in that conversation. Answers are ephemeral and visible only to the agent — they're never saved and never shown to the visitor. Ask AI counts toward the same AI draft quota as drafts.