The three levels
Answer only, no helpdesk drafts. In chat, email and messaging, Aide answers from your knowledge and hands anything it would have to do or promise to your team. In Gorgias, Zendesk and Front, Aide doesn’t draft replies to these tickets. A good choice for sensitive topics such as legal complaints or chargebacks. Draft for review. Aide can propose actions, such as a refund or an address change, but a person confirms them before anything happens. New topics start at this level. When Aide writes a draft for your team on these topics, it leaves a blank where a fact is missing; see Drafts leave blanks for your team to fill in. Fully automated. Aide can act within the scenarios that match this topic, without waiting for a person.Keeping Aide away from a topic
To stop Aide from doing anything on a topic, such as chargebacks or legal complaints, set the topic to “Answer only, no helpdesk drafts” and add a scenario that assigns those conversations to your team. In analytics, conversations Aide wasn’t allowed to handle appear as “Not routed to Aide”.Refund approvals
Whatever the level, refunds Aide makes are checked against your limits in Settings > Helpdesk > Statuses and timers, under Aide order actions in chat:- Aide refunds above this amount need approval
- Aide refunds above this share of the order need approval
- Aide’s refunds per 24 hours