Question 1

What does the AI do in the help desk?

Accepted Answer

On website chat it answers first from your content and offers to raise a ticket when work continues. On every channel, Copilot helps agents and analytics sort conversations into topics.

First reply on the widget, capped by you, handing over on low confidence or a keyword.
Copilot in any conversation summarizes, explains what the customer is asking, and drafts a reply you edit.
Topics are discovered automatically, so you see what people ask about without tagging.

The agent's setup is in the AI agent docs.

Question 2

Does the AI agent reply on this channel?

Accepted Answer

Not yet. Today the AI agent answers on website chat only. Messages from WhatsApp, Instagram, Telegram and email land in the shared inbox for your team.

Same inbox, same tools. Those conversations get the same assignment, private notes, tickets and analytics as web chat.
People reply on messaging channels. Your team answers from the inbox and the reply goes back on the channel the customer used.
Website chat gets the agent. On the widget it answers from your imported knowledge and hands over to a person when unsure.

Read how the agent works on the AI agent page.

Question 3

Does the AI close tickets?

Accepted Answer

No. The agent raises them on website chat when a conversation needs follow-up; people work and resolve them.

Raised tickets get a state, a priority and an owner, and show on the Tickets board.
People move it through states and reply to the customer from the ticket when it is done.
Workflows can react when a ticket is created or changes state, for example by notifying someone.

How tickets work is on the ticketing system page.

Question 4

How is the AI billed?

Accepted Answer

From an AI credit included on each paid plan: $5 on Mini, $25 on Essentials, $75 on Plus, at about five cents a conversation.

Caps you set: a daily answer limit and a monthly token limit per agent.
Past a limit the fallback message goes out and the thread is left to a person.
Top-up packs of $25, $50, $100 or $200 never expire; the included allowance is spent first.

Details on the pricing page.

Question 5

What does it cost?

Accepted Answer

The inbox and the widget are on every plan, messaging and email channels from Mini, and prices are per workspace, not per seat. There is a Free plan for two seats, one channel and one AI agent.

Mini is $45 a month for five seats, three channels and two AI agents, with $5 of AI included.
Essentials is $95 for ten seats, five channels and five AI agents, with $25 of AI included.
Plus is $295 for fifty seats, twenty-five channels and twenty-five AI agents, with $75 of AI included.
Annual billing is 20% off, charged once a year; paid plans start with a 7-day trial and no card.

Compare every limit on the pricing page.

An AI help desk that answers first and tickets the rest

AI where it helps a help desk

First reply on website chat

From chat to ticket

Copilot for agents

AI summaries and next steps

Topics discovered for you

Every channel, one inbox

Setting up the AI help desk

Connect channels and the widget

Train the agent

Let tickets follow

Related guides

AI help desk questions

Answer what you can. Ticket the rest. Keep the context.