What Pip can do
What Pip can and can't do when drafting replies, so you know what to put in Knowledge and which emails need your team.
What Pip can do
Understand the question
- Questions in everyday language, with typos and informal phrasing
- Several questions in one email
- The whole conversation so far, so a follow-up question keeps its context
- The text of attached PDFs and text files
All of these are read as questions about returns:
- "What's your return policy?"
- "Can I send something back?"
- "whats the deal with returns"
Answer from your documents
- Find the passages in Knowledge closest to the question
- Combine information from several documents
- Quote your policies accurately
- List the documents it used under Sources on the draft
Look up products
With Shopify connected or a product list uploaded, Pip looks up the products an email names before drafting, with their options, prices and stock. See Shopify and Product list.
Write in the customer's language
Pip drafts the reply in the language of the customer's newest email, whatever language your documents are in.
What Pip can't do
| Pip can't | Instead |
|---|---|
| Process refunds, change orders or update accounts | Add a writing rule that explains what the customer should do, or handle these emails with Write a reply |
| Look up order status | Link to your order tracking page with a writing rule |
| Read web pages that aren't in Knowledge | Add the pages to Knowledge |
| See what's in images | Ask for the details in text, or handle the email yourself |
| Remember anything between conversations | Put what Pip should always know in a document |
Which emails need your team
Pip drafts a reply to every email, but some always wait for approval: drafts without a confidence score, and emails about safety, legal action, abuse, a payment dispute or strong distress. Drafts below your Automatic sending option wait for approval too.
To stop Pip drafting in one conversation, choose Pause Pip here in it; Resume Pip turns Pip back on.
Getting better drafts
- Check Today for unanswered questions, and choose Add an answer to add a document that covers them.
- Read the Sources on drafts with low confidence, to see what Pip was missing.
- Add writing rules for situations Pip handles in the wrong way.