How customers see that Fynn is an AI

What customers see on each channel

• Website chat: Fynn shows as himself, with his name and his picture (a robot icon until you upload one).
• Email: a sentence under every email Fynn writes, for example "This reply was written by Fynn, the AI assistant of Acme." As a Support Bot he adds "Just reply with 'human' and someone from the team takes over."
• WhatsApp, SMS, Telegram, LINE and X DMs: a line above Fynn's first reply in the conversation, for example "Fynn, the AI assistant of Acme". It comes again when someone from your team answered in between and Fynn replies after that.
• REST API channel: the callback of your inbox carries the line as ai_disclosure, for your own client to show. See the API docs.

Which names the label uses

The first name is your bot's name from Settings > Bots, the second one your workspace name from Settings > Account Settings. When the workspace name is empty, the inbox name takes its place. A bot without a name is called "The AI assistant of Acme".

The label is written in the customer's language when Deskwoot knows it, otherwise in the language of your workspace.

When a customer asks if Fynn is a person

When someone asks whether they are talking to a person, a bot or an AI, Fynn says plainly in their language that he is an AI assistant. This also holds when your bot instructions give him a human name. Customers can still ask for a person at any time, and a Support Bot then hands the conversation to your team.

In your dashboard

The label is added when the reply is sent. In the conversation, Fynn's reply shows as he wrote it, and webhooks and the API return it without the label.

The labels follow Article 50 of the EU AI Act, which requires that people know when they talk to an AI.

Frequently asked questions

Can I switch the label off?

No. It is part of every channel as described above, and no setting removes it.

Can I change the wording?

The wording is fixed. It uses the name of your bot and the name of your workspace, which you change under Settings > Bots and Settings > Account Settings.

Does the line come before every message on WhatsApp?

No. On WhatsApp, SMS, Telegram, LINE and X DMs it comes above Fynn's first reply, and again after someone from your team answered in between. In email the sentence is under every reply Fynn writes.

Do my team's replies get a label?

No. Replies written by people go out exactly as written.

In which language is the label?

In the customer's language when Deskwoot knows it, otherwise in the language of your workspace.