Business knowledge · human-led reply assistance
Halo AI and Business Knowledge
Give Halo reply assistance a foundation in business-approved information. Teammates can review, shape, or decline every suggestion before it reaches a customer.
Read the full explanationIllustrative example · not live controls or data
“I can help with that. What day next week works best for you?”
Knowledge informs the suggestion. People own the reply.
Six parts of human-led assistance
Knowledge uploads
Give Halo the references your team trusts.
Upload approved documents, product guides, pricing sheets, and internal policies for Halo to retrieve. Replace outdated materials so reply assistance draws on current business knowledge.
Illustrative example · not live controls or data
Business knowledge
Illustrative reference library
Examples of material a business may approve for Halo reply assistance.
FAQs and policy material
Make the everyday answers easier to find.
Approved FAQs and policies give teammates consistent answers about returns, shipping, warranties, and appointments. The same material informs keyword replies and Halo-assisted responses.
Illustrative example · not live controls or data
Appointment changes
“Customers may request a new appointment time by contacting the team.”
Illustrative policy excerpt
Specific wording should come from the business’s approved material.
Knowledge-grounded reply suggestions
A suggested reply, with its source in view.
Halo can surface reply suggestions grounded in approved business knowledge, alongside relevant source passages for a teammate to review.
Illustrative example · not live controls or data
“I can help with that. What day works for you?”
Private Halo Whisper suggestions
Quiet guidance stays with the teammate.
Halo Whisper offers private agent-only suggestions for a policy reminder or tone adjustment; customers and other teammates do not see them.
Illustrative example · not live controls or data
Halo Whisper
Private agent-only suggestion
“You may want to check the rescheduling policy before replying.”
Human review before sending
The teammate decides what goes out.
Halo reply suggestions are never sent automatically. A teammate selects, edits, or rejects each suggestion and reviews the final reply before sending it to a customer.
Illustrative example · not live controls or data
A Halo suggestion is ready for review.
The teammate reviews the reply before sending it to the customer.
Human-controlled engagement modes
Shape assistance around the work.
Choose how much Halo assistance each department uses, from factual lookups to assisted drafts. Adjust the level for your team's experience and conversation needs; people retain control of suggested replies.
Illustrative example · not live controls or data
Different levels of assistance
Concepts, not account settings
Suggestions only
A teammate considers a proposed reply.
Assisted drafting
Halo helps shape a draft for review.
Minimal AI
Keep assistance limited in a workflow.
Illustrative examples from the explanation; not named product controls.
Grounded in your business knowledge
Helpful context. A human at the send button.
Explore Halo reply assistance in the context of your shared business messaging inbox.
Halo suggestions are reviewed by a teammate before sending.