With AI answers on, the bot uses Claude to write a short, natural answer to each question, using only your published articles. AI answers are included on every plan. With them off, the bot works in keyword mode.
Turn it on#
In Inbox → Settings → Automation, turn on AI-written answers (Claude). There’s no API key to add: Relay connects to Claude for you. Turn the switch off at any time to go back to quoting the best-matching article.
How Claude is instructed#
- Answer only from the articles provided, and keep it brief (around 120 words at most).
- If the articles don’t clearly answer the question, don’t guess: hand the conversation to a human.
- Never invent features, prices, timelines, refunds or discounts.
- Answers are generated with low effort settings, so replies arrive in a few seconds.
What is sent to Claude#
- The customer’s question and the last few visible messages of that conversation.
- The text of the top matching published articles. If no article matches the customer’s words, Claude is given up to 20 published articles to read, so a differently-worded question can still be answered.
Never sent: internal notes, other customers’ conversations, customer metadata, draft articles.
Note
Costs#
AI answers are included in both plans, and you don’t need your own Anthropic account. See Plans & billing.
If Claude is unavailable#
If the request errors or is refused, the bot hands the conversation to you rather than leaving the customer without an answer.