How Tori answers questions

Tori answers customer questions using your website and other information you give it. It reads the available information and works out which parts apply to the customer's situation. You don't need to tell it how to respond to every single question.

Tori comes with instructions for answering questions, doing research, and asking your team for help. You can start using it without writing your own instructions.

Understanding the question

Tori uses your website to learn about your company. It also reads the messages in the current conversation, not just the customer's latest message.

If it needs more information, Tori can ask the customer instead of guessing. When the customer replies, Tori uses their answer in its next response.

Researching

You choose which websites and files Tori can read. These are called sources.

When Tori researches a question, it looks for useful information in those sources. It can read several pages or files and combine what it finds. For example, it can read about two features of your product and work out how a customer could use them together.

Tori can only visit websites you've added as sources. It can't browse other websites or access your internal systems.

Answering

Tori answers the customer using what it has found, the conversation so far, and your instructions.

It can send several messages in one response. For example, it might answer part of a question, do more research, then answer the rest. The customer doesn't need to send another message for Tori to do this.

Involving your team

Some requests need a human to answer or take action. For example, someone may need to check a payment or change the customer's account.

Tori can escalate a conversation to ask your team for help. Your team can read the conversation and reply to the customer in the same chat.

You can tell Tori when to escalate.

Making it work your way

You can change how Tori works by adding custom instructions. You only need to tell it what you want it to do differently, not explain its whole job again. For example:

For billing questions, escalate immediately. Don't try to answer because you can't access our billing system.

You can also tell Tori how to talk to customers or how to research questions. Write these instructions in plain language. They guide Tori, but they aren't code.

Each agent has its own sources and custom instructions. You can use one agent across your site or create separate agents for different purposes.

All conversations with an agent use its sources and instructions, but each conversation has its own messages. Telling Tori something in one conversation doesn't teach it that information for other conversations.