How Rin answers

Rin is your workspace's built-in AI. It belongs to the workspace, not to a teammate, and it answers every new conversation, in the chat widget or by email, until it hands the conversation to your team. Customers always see it as Rin.

When Rin answers

Rin answers a new conversation when both of these are true:

• You have a website that says Ready, or a help center with a published article. See Add your website and Write your help center.
• Your workspace has AI replies left. See Plans and billing.

Otherwise the conversation goes straight to your team.

What Rin says

• Rin answers questions about your own products and policies only from your knowledge. When it finds passages that are strong enough to answer from, it uses them. It doesn't guess.
• Rin shows where its answer came from. One source shows as a From: link under the reply. Two or more fold into one button that opens the list. Customers can open a source to read more. You see the same sources in the conversation.
• Rin replies in the language the customer writes in.
• If a question is unclear, Rin asks one short question back. Greetings and thanks need no knowledge.
• If a customer asks, Rin says plainly that it is an AI assistant and that it can pass the conversation to your team any time.
• If a question is off-topic, such as general knowledge or another company, Rin politely says so and says what it can help with. The conversation stays with Rin.
• Rin never refunds or cancels anything by itself. If you have connected Shopify or Stripe, it can look up a customer's purchase after they give the number on their receipt and the email on it. For a refund or a cancellation, it tells the customer what it will ask for, files the request after the customer confirms, and hands the conversation to your team. A teammate approves or rejects it. See Approve actions.

When Rin hands off

When Rin hands off, it passes a conversation to your team. The conversation moves from Rin to Open and goes to the teammate with the fewest open conversations, who is then responsible for it. Rin hands off when:

• the customer asks for a person,
• the customer seems frustrated,
• the customer wants something Rin can't do,
• Rin filed a request for a teammate to approve,
• your knowledge has nothing on the question (a knowledge gap, below),
• Rin couldn't finish its answer, or
• your workspace has run out of AI replies.

A conversation never goes back to Rin. If a teammate replies while Rin still has a conversation, that is a takeover: the conversation moves to your team with that teammate responsible for it.

When a teammate joins, the customer sees "joined the chat" with the teammate's name in the chat widget.

What your team gets

When Rin hands off, it prepares the conversation so your team doesn't start cold:

• A note, which only your team sees, that says what the customer Wants, what Rin did, what to do Next, and the Mood if the customer isn't calm.
• Up to three tags. Rin reuses a tag you already have when one fits, and adds at most one new one.
• A priority: Urgent only when the customer is blocked or losing money, otherwise Normal.

Tags and priority you set yourself are kept. See Work the inbox.

Find and fill knowledge gaps

A knowledge gap is a question about your own products or policies, or about the customer's purchase, that your knowledge doesn't cover. Rin hands the conversation off and adds the Knowledge gap tag.

To close the gap:

1. Click Help center on the left, then Knowledge gaps, to see the open conversations with that tag. See Work the inbox.
2. Answer the customer.
3. Make sure Rin can answer next time, in either of two ways:
   • Write an article that answers the question and publish it. It is in your knowledge the moment it is published. See Write your help center.
   • If the answer already belongs on your own website, add it there and click Refresh next to the website under Settings > Knowledge sources. See Add your website.
4. Take the Knowledge gap tag off the conversation, so the list only shows gaps still open.

Try it with Test Rin

Test Rin lets you ask Rin a question and see how it would answer, before a customer does. It is on Settings > Chat widget.

1. Type a question under Test Rin and click Ask Rin.
2. Check the answer and open its links to see which pages Rin used.
3. If Rin wouldn't answer, the page says Rin would hand this to a teammate here and why: for example, "your knowledge sources have nothing on this question".

A test isn't a conversation. Nothing is saved, nobody is assigned, and it doesn't use your monthly AI replies. On Free, it spends your 50 AI replies from Try Rin, so an owner has to choose Try Rin under Settings > Billing first. You can test 50 questions a day.

Try a question your knowledge covers and one it doesn't. Rin should answer the first and hand off the second.