Captain is an AI assistant tool. You can create multiple assistants, and each one binds to an Inbox to greet and help visitors on that Inbox first. Once you fill in the Q and A knowledge base and finish the basic settings, Captain can answer customer questions that the knowledge base covers. For complex questions the knowledge base does not cover, Captain hands the conversation to an agent right away. If you turn on generating Q and A from resolved conversations in Captain settings, Captain selectively pulls strong conversation details into the knowledge base and keeps improving over time.
In Workspace, open the Captain page, click Create assistant, fill in the details, and enter your product or service under Product Name. That helps Captain answer in a more targeted way. In Features, turn on what you need. After you are comfortable with Captain, you can turn off the option to cite the original document title or URL in replies. When creation is done, refresh the page to open the Captain you just made. Next, do a few basic setup steps.
Connect an Inbox: click Connect a new inbox.
Build the Q and A knowledge base: click FAQ to add items by hand, or click Documents for bulk import. Documents supports two bulk-import methods.
One: upload a file of common questions and answers. To improve import accuracy, write them in this format: Q/question/問:….. then A/answer/答:………. After the upload succeeds, it usually takes about one to five minutes to generate the Q and A. When it is ready, you will see the new items on the FAQ page.
Two: pull common questions and answers from a web page URL. This only works with your own website domain, and only one page at a time.
In Scenarios, you can set how Captain behaves in specific situations—similar to Automation. Three system commands are supported today: @add_private_note to add a private note, @add_label_to_conversation to apply a label that already exists, and @handoff to hand the conversation to an agent. You can edit the examples to fit your needs. Note: leave a space before and after each command so Captain does not treat the command as ordinary text.
Custom tools let you connect other software systems. For example, if you have your own order management system, you can add a custom tool that looks up order status and use it in a scenario. Call it with @ followed by the tool name.
In Captain system settings, you can set the greeting script, the handoff script, who Captain replies to, reply hours, reply content limits, tone, and more.
When setup is done, test Captain’s replies on the Playground page, or try it yourself in the widget. Note: the widget Inbox must match the Inbox bound to that Captain.
On Overview, you can see statistics. They refresh once a day.