# 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](/articles/1297631d-bdc8-40e7-bf34-377db63051ad) and [Write your help center](/articles/d53429cc-f939-4469-b08e-cfdf56434e75). - Your workspace has AI replies left. See [Plans and billing](/articles/66554130-03d5-4712-82f8-e83b1690c663). 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](/articles/d449d7ea-88b9-4734-9459-e9fcc89c8268) or [Stripe](/articles/72235126-61e1-46f0-b82d-b0e9aa04a7a2), 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](/articles/8f2f786e-14b7-4787-a72d-4a7d2e7f1f1a). ## 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](/articles/3869bcc6-903e-4dce-9fff-60c6dd83bebc). ## 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](/articles/3869bcc6-903e-4dce-9fff-60c6dd83bebc). 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](/articles/d53429cc-f939-4469-b08e-cfdf56434e75). - 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](/articles/1297631d-bdc8-40e7-bf34-377db63051ad). 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.