Intelligent Messaging

Intelligent Messaging is how a worker reaches a human Admin from inside the app — with the AI in front of it, so you only get the questions that genuinely need you.

Here's the whole flow:

1. A worker asks for an Admin

In the app, a worker taps "👤" → Contact an Admin and picks who they want to reach from a short list (shown as "{department} – {name}"). Only Admins who've opted in to receive worker messages appear.

2. The Knowledge Base answers first

Before anything reaches you, the worker's question is answered by the assistant from your Knowledge Base — exactly like any other question. This is the smart part: if the answer is already in the Knowledge Base, the worker gets it instantly and you're never bothered. Most questions stop right here.

3. The worker decides whether to send it to you

After that answer, the app asks "Still need help from {your name}?" — with "No" as the safe default. The worker also sees a plain-language note: "This message will be sent to {your name}, a person at your employer." Only if they choose Yes does it come to you.

4. You get an email — with context and a draft

Your Virtual Operations Agent emails you the forwarded question. It includes:

• Who's asking — the worker's name, role, and location.
• The question.
• A suggested reply drafted from your Knowledge Base, clearly labeled "AI draft — please review and edit before sending." It's a starting point, so you can often just tweak and send.

5. You reply, and it lands in their app

Just reply to the email. Your answer is delivered to the worker as a Direct Message in their app inbox (translated into their language), and they get a notification. No app or dashboard for you — it's all email on your side.

Related

• Messages — when you start the conversation
• Working with it over email