How AI answers your customers

Prerequisites

• No technical background needed. This is a plain-language overview for teams and business owners, not a setup guide.
• AI answers are switched on per workspace, so each team decides whether the AI is live.
• The AI only uses the knowledge base and instructions you give it.

The AI starts with what you teach it

Think of the AI as a new teammate who has read your help center and nothing else. You feed it a knowledge base: articles you write, questions and answers you enter, pages from your own website, and documents you upload. The more accurate and specific that material is, the better every answer becomes.

• Written articles for policies, pricing, and how-tos
• Question-and-answer pairs for your most common requests
• Pages gathered from your own website, refreshed on demand
• Uploaded documents such as text, Word, and PDF files

It finds the passages that match the question

When a visitor asks something, the AI does not search the whole internet. It searches your knowledge base for the passages that best match the question, combining meaning-based matching with everyday keyword matching so both paraphrases and exact terms are found. The strongest passages become the AI's reference notes for that reply.

It replies in the live chat, word by word

Visitors see an answer appear in the same chat bubble as any other reply, written out as they watch so there is no wait for a full paragraph. The whole conversation is saved in your inbox, so when a person takes over, the full history is already there.

It shows where the answer came from

Answers come with source citations: small labels or links that name the knowledge base articles behind the reply. Visitors can check the source themselves, and your team can see exactly what the AI relied on.

It hands the conversation to a person

The AI is not there to trap visitors. It steps aside and brings in a human agent when the visitor asks for one, when the question falls outside your knowledge base, or when the AI is not confident enough in its answer. The visitor sees a short notice, and the next available agent picks up the same thread with all the context.

• The visitor asks to talk to a person
• The question is outside the knowledge base
• The AI's confidence is below the threshold your team sets

You stay in control the whole time

Every workspace has its own settings. You can switch AI answers on or off at any moment, choose the writing style and personality through a system prompt, pick the AI model, and decide whether handoff is allowed and how cautious the AI should be. With AI answers off, every message reaches your team as normal.

Your knowledge and your provider

You can connect your own OpenAI-compatible provider, or use the platform default. A provider key you enter is encrypted and never returned by the app. Your knowledge base stays inside your workspace, and the AI is only given the knowledge you added plus the conversation it is answering.

Fair use, safety, and what counts as an answer

EnkaChat limits how often the AI can be asked, caps how long answers can run, and can filter unwanted content before and during a reply. Usage is measured in AI sessions: one AI session is one full conversation, no matter how many messages or back-and-forth turns it takes. Handoffs to a person, filtered replies, and turns that produce no answer do not use an AI session.

• One AI session equals one full conversation
• Handoffs to a person are not counted
• Filtered replies and turns with no answer are not counted
• The Professional plan includes 500 AI sessions per billing period

FAQ