1. Understand the message
Aide detects the customer’s language and the topics of the message. It answers in the customer’s language even when your knowledge is written in English.2. Find the right knowledge
Aide searches your published knowledge starting from the customer’s newest message. In long email threads, quoted earlier emails and signatures are left out, so they can’t push the new question aside. The search combines two methods: meaning-based search, which finds passages that say the same thing in different words, and keyword search, which catches exact terms such as product names or order numbers. Aide then reads the best candidates and keeps the ones that answer the question. Starred documents win a tie against an equally good match (see Star the articles Aide should prefer). Privacy policies, terms of service, blog posts and pages that only list other articles are not used to write replies. Your return, refund and shipping policies are.3. Draft the reply
The reply is drafted from those passages, your agent’s instructions, order data from your store and the conversation so far. Aide also uses:- Your business information, such as your phone number or social profiles, word for word (see Add your business information).
- Products your articles name. When an article mentions one of your store’s products by its title, Aide reads that product too, so it can give current stock, sizes and price.
- Photos the customer sent, such as a damaged item or a fit check (see Aide looks at the photos customers send).