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Company configuration defines the guidelines and best practices that the AI must follow when interacting with end customers. These rules ensure that the AI maintains a professional, consistent, and brand-aligned tone while providing accurate and ethical responses. Key aspects include using clear and respectful language, avoiding sensitive or confidential topics, adhering to legal and compliance standards, and ensuring transparency about its AI nature. Additionally, the AI should prioritize user privacy, avoid misinformation, and escalate complex issues to human support when necessary.

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Company Description

Briefly describe your company and what it does.

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Global Guidelines

List the overarching instructions/rules applicable to all cases. Make sure to provide it in a clear and easy to follow structure, e.g.
  • Tone & Style: Establish whether the AI should be formal, friendly, or neutral, aligning with the company’s brand voice.
  • Clarity & Accuracy: Responses should be clear, concise, and factually correct.
  • Response Structure: Outline the key information the AI must include in its response (e.g., greeting, solution, next steps).
  • Boundaries: Specify topics the AI should avoid (e.g., legal advice, personal opinions, sensitive data).
  • Transparency: Clearly communicate that users are interacting with an AI.
  • Privacy & Security: Ensure the AI does not share confidential information that is intended for internal use only, or information that is not part of the end customer’s profile.

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Handoff Conditions

Define when the AI should transfer conversations to a Human Agent:
  • When the end customer is angry
  • When the end customer asks to speak to a Human Agent
  • …

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Ticket Handoff

Choose where tickets should be handed off when a Human Agent needs to take over:
  • Typewise: Tickets are handed off within the Typewise platform. Human Agents can respond directly in Typewise.
  • Zendesk: Tickets are handed off to Zendesk. Human Agents must continue the conversation in Zendesk.
  • Salesforce: Tickets are handed off to Salesforce. Human Agents must continue the conversation in Salesforce.
  • Email: Tickets are handed off via email. When a handoff is triggered, an email containing the conversation history, customer email, and conversation summary is sent to your configured email address. The reply-to header is preset to the customer’s email address, so you can click reply to respond to the customer directly from your email client.
Zendesk, Salesforce, and Email options only appear once the respective integration is installed or email handoff is configured. See supported integrations to set up CRM integrations.

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Ticket Backup

Enable ticket backup to automatically synchronize completed tickets with your CRM or email:
  • Zendesk: Create a copy of completed tickets in Zendesk.
  • Salesforce: Create a copy of completed tickets as cases in Salesforce.
  • Email: Send a copy of completed tickets to your configured email address. Each backup email includes the conversation history, customer email, and conversation summary. If the same conversation is backed up multiple times, subsequent backups are sent as replies in the same email thread.
Backup options only appear once the respective integration is installed or email backup is configured. See supported integrations to set up CRM integrations.

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Ticket Handling

Define which tickets should be handled by Typewise AI.
  • All tickets: Typewise AI will handle all tickets, both general ones and ones for Specialists.
  • Specialists only: If there is no Specialist assigned to a ticket case, it will be handed off to a Human Agent.
Company Configuration