💡 This is a real conversation from SentAna's live chat console. Once a ticket like this reaches a human agent's queue, the bot steps back — the agent sees the full history, and can click "Suggest reply" for an AI-drafted starting point, grounded in the same knowledge base the Email Agent uses. The agent always reviews and sends it themselves; nothing goes out automatically.
🙋 Agent's Console — "Suggest Reply" what's this?
Thanks for reaching out! Unfortunately, our warranty policy isn't something I have details on to share with you right now. I don't want to give you inaccurate information, so I'll make sure a member of our team follows up with you to provide the full details.
If you have any other questions in the meantime, feel free to ask — we're happy to help!
Model confidence: 0.82 — a human agent reviews, edits if needed, and sends. Never automatic.
SentAna