How SmartChat translates incoming messages into the account language and outgoing replies into the guest's language, why AI suggestions appear in Italian, and how to change the sending language.
How to use the left column of the Conversations section: channel filtering, search, relevant and non-relevant chats, grouped view, status filters with the meaning of purple, yellow, and red dots, and creating a new chat.
How the Confidence Level decides whether the AI sends a response on its own or proposes it as a suggestion, how to recognize the two cases in the chat, and how to use, modify, or analyze a suggestion.
What Human Escalation is, how to recognize it in the chat, why the AI might hand over a conversation even when the information is in the Knowledge Base, and what you can check to reduce unnecessary escalations.
Difference between Knowledge Base, Instructions, and Topics: where to write facts, behavioral rules, and fixed responses, and why a Topic takes precedence over the Knowledge Base.
The meaning of ticket statuses (New, In Progress, Resolved, Done, Denied) and priorities from P1 to P5, with examples of when to use them and the link to the Critical filter.