AI Assistant Settings and Usage Tips
Qpien’s AI Assistant enhances support conversations by offering smart reply suggestions, summaries, auto-tagging, and tone adjustments, helping agents work faster and more accurately while allowing full customization and control.
How to Enable and Configure the AI Assistant
Qpien’s AI Assistant acts as a copilot for support agents directly within conversations, helping to speed up responses and improve accuracy. However, to use AI features such as smart reply suggestions, message summarization, and tone adjustments in your chats, you must first activate the AI Assistant—otherwise, AI tools won’t be available inside conversations.
Steps to Activate the AI Assistant
From the Qpien dashboard, navigate to the Automations section on the left sidebar.
Under the AI Agent heading, open the Settings page.
On the settings page, you’ll see configurable AI Assistant options such as:
Status: Toggle to Active to enable the AI Assistant.
Name: Set the AI bot’s display name (default is “AI Bot”).
Tone of Voice: Choose from Neutral, Formal, Friendly, etc.
Answer Length: Standard or Detailed responses.
Use Emoji: Enable or disable emojis in AI replies.
AI Agent Persona: Customize the AI’s personality and behavior (e.g., “You’re an intelligent assistant focused on precise and helpful answers”).
Question & Comment Instructions: Define how the AI handles questions and comments.
Helped / Not Helped Actions: Configure automatic actions if AI assistance is helpful or not (e.g., close conversation, transfer team, send rating surveys).
Auto-Close Timing: Set delays for automatic conversation closure after AI interaction.
Channels: Select which communication channels the AI Assistant will operate on.
AI Features: Enable key functionalities such as Adjust Replies (expand, rephrase, formal/friendly tone, spelling & grammar fixes), Translate, Summarize Conversation, and AI-generated responses.
After making your desired changes, click the Save button at the top right corner to activate the AI Assistant for your conversations.

Once saved, the AI Assistant will be live inside your conversations, ready to support agents with smart reply suggestions, summaries, tone adjustments, and more.
Tips for Getting the Best from the AI Assistant
Review AI suggestions carefully: AI drafts replies and summaries, but always tailor responses to fit the specific customer and context.
Use AI-generated summaries: Quickly understand conversation context to reduce reading time.
Customize tone settings: Switch between formal and friendly tones based on your brand voice and customer expectations.
Train your team: Educate agents on how to best use AI assistance to increase efficiency without losing a human touch.
Common Issues and Troubleshooting
AI suggestions are inaccurate or irrelevant:
Ensure your AI training data is comprehensive and up to date. Adjust AI sensitivity settings or contact Qpien support for retraining.Summaries miss key details:
Manually add notes or edit AI summaries to maintain accuracy.Tone adjustments don’t fit the context:
Disable tone modification features for certain cases or channels if necessary.Auto-tagging is inconsistent:
Review and update tagging rules, keywords, or workflows to improve precision.AI Assistant response is delayed:
Check internet connection and system performance. Contact support if issues persist.