Tools
Teach an AI reply assistant when to hand over to you
Prepare a useful knowledge library, test difficult questions and define human handoff before enabling Sayw AI Manager.
Start with answers you can stand behind
An assistant needs the facts customers ask about: what you offer, whom it is for, how to book, delivery conditions and the limits of your service. In Sayw AI Manager, add authorized knowledge notes or files and wait until the sources are ready.
Remove conflicting prices and expired offers before testing. Label exceptions clearly. A file uploaded successfully is not necessarily ready to support an answer; review its status and content. Keep private customer records out of a general knowledge note.
Define the questions a person must handle
Use escalation rules for missing facts, complaints, refund requests or exceptions that need your approval. Write a fallback that acknowledges the question without pretending a decision has already been made.
Assign a real person to check handoffs. An assistant can route a request, but that is not a promise that your team will answer immediately. Publish a response-time commitment only if someone can reliably meet it.
| Question | Expected behavior |
|---|---|
| How do I prepare? | Answer from the approved preparation note |
| Can you guarantee Saturday? | Ask a person to confirm availability |
| Can I get a refund? | Hand over without deciding eligibility |
Test the awkward cases before the easy ones
Save your configuration and use Run test. Review the proposed answer, source references and handoff result. The built-in test does not send that answer to a customer, so use it to examine mistakes before turning on replies.
Try a normal question, a request for a fact you never supplied, and a request that contradicts your instructions. Check that the model does not invent a booking or claim to have processed a payment. A confidence score alone is not proof of correctness.
Save the facts
Remove old versions and approve the sources you are allowed to use.
Inspect a test answer
Check the actual wording and referenced source, not only its score.
Review the handoff
Confirm the question reaches the person responsible for it.
Retest when the business changes
Knowledge changes in Sayw pause replies until you test again. Treat that pause as a review point: verify the updated offer and its exceptions before resuming. Don't restore an old answer just to clear a warning.
Keep one owner for each response flow and review early conversations after activation. Instagram's sending restrictions still apply. AI Manager is for configured, eligible conversations; it does not grant permission to message arbitrary accounts.
Does an AI test prove live delivery works?
No. It checks the proposed answer. A separate, consenting live conversation checks the connected channel and delivery.
Should every question be automated?
No. Keep decisions involving exceptions, missing facts or sensitive disputes with a person.