Automation & AI
Save time with rules, macros, the Fynn bot and Copilot.
19 guides
Automation & AI
- Setting up the Deskwoot AI bot (Fynn)Fynn is the AI bot Deskwoot manages for you. It answers customer questions automatically on your live chat and your other channels, with no API key needed.
- AI conversations meter, overage, and auto-rechargeHow the AI conversations meter counts, what each plan includes, overage prices, the prepaid balance, auto recharge and the answers in your help center search.
- What is Fynn?Fynn is the Deskwoot AI bot: it answers your customers on every channel and in your help center search, from your own content.
- Route conversations to a team automaticallySend new conversations to the right team with an automation rule, or assign a team by hand. Inboxes have no team setting; the rule does the routing.
- Multilingual conversations: read and reply in your customer's languageThe translate button in the conversation header shows the whole conversation in your dashboard language. Copilot's Translate my draft turns your reply into the customer's language before you send it.
- AI agent knowledge: what Fynn answers fromFynn answers from the knowledge you give it: Training Hub sources, your help center articles, the bot instructions and the customer data you allow. Where each part comes from and how it stays current.
- Using your own API key for AI chatbotsDeskwoot lets you run a bot on your own Anthropic API key. You pay Anthropic's standard rates, with no per-message fees from Deskwoot.
- AI Training Hub: teaching FynnTeach Fynn with your website, your help center, documents and FAQ lists. How to add a source, how the crawl works and how website sources stay current on their own.
- How Fynn is billed: included and extra AI conversationsFynn uses the AI conversations included in your plan each month. Extra conversations are paid from your prepaid balance at $0.03 to $0.07 each.
- Copilot in conversationsCopilot works on the open conversation. Ask it questions, let it suggest or improve a reply, translate your draft or summarize the thread, with answers from your Training Hub and help center. On the web and in the iPhone and Android app.
- Creating automation rulesAutomation rules do the same steps for you every time: when an event happens and the conditions match, Deskwoot runs the actions. How to create, edit and pause them.
- Setting up Chat TriggersChat Triggers are proactive messages that appear to website visitors based on conditions you define.
- Using macros for repetitive tasksMacros let you execute a sequence of actions on a conversation with a single click.
- SLA policies and response targetsService Level Agreements define response and resolution time targets for your team.
- Configuring business hoursBusiness hours define when your team is available to respond. They affect SLA alerts and auto-response behavior.
- Auto assignment and round robinRound robin gives each new conversation to the teammate with the least work who is online. How to set it up, how limits and the queue work, and what the customer sees.
- Help or Copilot: which AI assistant does whatDeskwoot has two AI assistants. Help in the left rail answers questions about using Deskwoot. Copilot in a conversation works with that one conversation.
- Fynn and voice messagesVoice messages from WhatsApp and Telegram are turned into text, so Fynn can answer them and your team can read them.
- How customers see that Fynn is an AIFynn's replies are marked as coming from the AI assistant of your workspace, on every channel and in the customer's language.
Still need help?
Fynn answers from these guides in the chat, and you can reach the team there too.