AI assistant
Replies drafted from your own articles.
Draft a reply or ask a question inside any ticket. Cove answers only from your published articles, shows its sources and checks every point. Nothing reaches a customer until someone on your team sends it.
How do I upgrade my plan?
Hi Sam, open Settings → Billing and choose Upgrade plan. The change takes effect right away, with prorated billing for the rest of your cycle, and you can switch plans anytime.
How it stays trustworthy
Helpful, without making things up.
Grounded in your articles
It uses only the published articles shown on the ticket's brand. When they don't answer the question, it says so instead of guessing, and that attempt doesn't count against your plan.
Sources and a second check
Every answer lists the articles it used. A separate check compares each point with those articles and flags anything it could not confirm.
Your team stays in charge
The AI never sends anything. Draft a reply fills the reply box for your agent to edit and send, and Ask AI answers the agent privately.
Teach it what isn't public
Add private Notes for AI to any article: workarounds, exceptions, the reason behind a policy. Notes are never shown on your site or in the widget.
Draft a reply
A first draft in one click.
Click Draft a reply and the AI reads the ticket for you, so there's nothing to type first. Your agent checks the draft, edits it and sends it as usual.
- If the reply box is empty, the draft goes straight in. If your agent has started typing, choose Replace my reply, Add below or Discard draft.
- It reads the recent conversation, including internal notes, to understand the ticket.
- Drafts don’t sign off with a name. Your agent’s email signature is added when they send.
- Every draft shows its check result, its sources and how many AI Answers are left this month.
Dana Whitfield
Thanks. How long until the refund shows on my statement?
Hi Dana, refunds go back to the card you paid with. Most banks show them within 5 to 10 business days. If it hasn’t appeared after that, reply here and we’ll send you the refund receipt.
✓ Every point checked against the articles
215 of 1,000 AI Answers used this month
Hi Dana, good question.
Ask AI
Look it up without leaving the ticket.
Ask a question in your own words, like “How do refunds work for annual plans?”. The answer is written for your agent, not the customer, with the articles it came from.
- Ask AI can also use notes your team marked Agents only, so internal know-how is one question away.
- If something couldn’t be confirmed, an amber Check before using lists exactly which points to review.
- Insert into reply adds the answer below anything already in the reply box. It never replaces your text.
Answer
Annual plans can be refunded in full within 30 days of purchase. After that, offer to switch the plan to monthly at renewal instead. Approve exceptions with a team lead first.
⚠ Check before using
Couldn’t confirm in the articles: “Approve exceptions with a team lead first.”
Notes for AI
Give it the context your team already has.
Your articles are written for customers. Notes for AI let you add what your team knows on top: workarounds, exceptions and the words customers actually use.
- Agents only notes are used by Ask AI. Customers too notes can also appear in drafted replies.
- Notes are never published on your site or in the widget, and the AI never mentions that a note exists.
- Note text is searched along with the article, so adding the words customers use helps the right article get found.
- Set the tone once in AI Controls, for example “friendly and concise”. Tone changes how it writes, not what it knows.
Upload limits and file types
Search description
Which files you can upload, and how large they can be.
Notes for AI ▾
Files over 10 MB fail silently on mobile. Suggest the desktop app instead.
🔒 Never shown on your site or in the widget.
How answers are made
Four steps, and your team has the last word.
The AI only runs when someone on your team asks for it. Each answer goes through the same steps, and nothing is sent to a customer along the way.
- 1 Find
Matching articles
Searches the published articles shown on the ticket’s brand, including their Notes for AI.
3 articles matched - 2 Write
From those only
Writes the answer from the matching articles, in your workspace’s tone.
Tone: friendly and concise - 3 Check
Every point
A separate check compares each point with the cited articles and lists anything it couldn’t confirm.
✓ All points found - 4 Show
To your agent
The answer appears in the ticket with its sources. Your agent decides what to send.
Nothing sent
AI Answers on every plan
One Answer is one draft or one Ask AI answer. Questions your articles can’t answer don’t count, and you’re never charged automatically for extra use. Monthly allowances reset on the 1st.
- Free trial 100 for the whole trial
- Starter 300 per month
- Growth 1,000 per month
- Team 2,500 per month
- Business 6,000 per month
FAQ
Questions about the AI assistant
Does the AI ever reply to customers on its own?
No. It only fills your agent’s reply box or answers the agent privately. Nothing reaches a customer unless someone on your team sends it.
What does it use to answer?
Only the published articles shown on the ticket’s brand, plus any Notes for AI on them. Draft articles, articles in review and articles that only appear on another brand are never used.
What happens when my articles don’t cover a question?
The AI says so instead of guessing, and the attempt doesn’t count against your plan. Add the missing detail to an article and try again.
Who on my team can use it?
Everyone. Owners, admins and agents can all use Draft a reply and Ask AI. Only owners and admins can change the AI’s settings or edit Notes for AI.
What ticket data does the AI see?
The ticket subject and its most recent messages, including internal notes, plus the matching articles, your brand name and your tone setting. Customers’ contact details aren’t sent separately, only if they appear in a message. The AI only runs when someone on your team asks.
Answer faster, from what you've already written.
Every plan includes AI Answers, and the 14-day free trial includes 100. No credit card needed.