ConversaLabs Help Center
en
Language
pt_BR Portuguese (Brazil) en English es Spanish

Bots and Captain (support AI)

Open in
View as Markdown Open in ChatGPT Open in Claude
Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

ConversaLabs offers two ways to automate replies intelligently:

  • Support bots: bots connected to an inbox that handle the conversation first, answer structured questions, and hand off to a human when needed.
  • Captain: the platform's AI layer. Captain assistants answer based on your knowledge (documents and responses), and the copilot helps agents draft replies and resolve faster.

Together, they reduce the volume reaching agents and improve the consistency and speed of support.

Prerequisites

  • The Captain and/or bots capability enabled for your account (optional, enabled by plan/flag). If it isn't in the menu, talk to an administrator.
  • Admin permission to configure assistants, the knowledge base, and bots.
  • A connected inbox where the AI will operate.
  • Content to feed the knowledge: documents, help pages, or question/answer pairs.

Step by step

  1. Open the Captain area and create an assistant.
  2. Feed the assistant's knowledge:
    • add documents (or sync pages) for the AI to consult;
    • register responses (question-and-answer pairs) for frequent questions.
  3. Define the assistant's behavior (tone, scope, and when to hand off to a human).
  4. Connect the assistant/bot to the desired inbox.
  5. Enable the copilot so agents get suggestions inside the conversation.
  6. Test with real questions and tune the knowledge based on the answers.

Settings & options

  • Assistants: the AI's "personality" and scope; each assistant can serve specific inboxes.
  • Documents: the knowledge base the AI uses to answer; these can be synced from pages.
  • Responses: question/answer pairs that reinforce frequent questions and standardize messages.
  • Copilot: an assistant for the agent — it suggests replies and summarizes the conversation inside the workspace.
  • Handoff to a human: define when the AI should transfer the conversation to an agent.

Use cases

  • First-line support: the assistant answers common questions 24/7 and only escalates what's needed.
  • Qualification: the bot collects initial information before passing the contact to a rep.
  • Agent support: the copilot suggests the reply from your knowledge, speeding up handling.
  • Consistency: standardized responses prevent inconsistencies between agents.

Tips, limits & best practices

  • AI quality depends on the knowledge: keep documents and responses up to date.
  • Always offer a clear path to talk to a human.
  • Start with a narrow scope (a few topics) and expand as you gain confidence in the answers.
  • Periodically review conversations where the AI acted to spot knowledge gaps.
  • Bot vs. Flow Builder: use bot/Captain for knowledge-based replies (natural language); use the Flow Builder for structured dialogues with steps and integrations.

Troubleshooting

  • The AI didn't reply: confirm the assistant/bot is active and connected to the right inbox.
  • Inaccurate answers: the knowledge may be incomplete or outdated — add documents and responses and refine the scope.
  • The conversation wasn't handed off: review the handoff-to-human rule.
  • I don't see Captain: the capability may not be enabled for the account or your access role.

See also