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What the bot can and cannot do

The reliable boundary between an answer, an action and a human handoff​

Your bot can answer questions and, when the matching feature is available for your business, take a limited set of actions. It cannot turn an instruction into a new capability, and it should not invent a fact or pretend an action succeeded.

What it answers from​

The bot uses the information your business has supplied:

  • your Knowledge Base
  • products, prices and availability in Products
  • services and schedules in Service Management
  • your business profile and saved bot instructions
  • live information returned while it checks an order or appointment

It does not browse the open internet for an answer. If the information is missing, the safe result is to say that it does not have it. A customer question it could not answer can appear under Knowledge Base > Unanswered, where you can add the missing answer.

Some businesses have a separately enabled, tightly scoped option for general background information. It does not authorize the bot to invent your prices, policies, availability or other business facts.

Which language it replies in​

Your bot replies in whatever language the customer's current message is written in — it doesn't lock onto one language you set in advance. When a message gives it nothing to go on (a bare "ok", an emoji, just a number), it falls back to the language already used earlier in that same conversation, then to your business's declared language, and only defaults to English if none of those apply. There's no dashboard setting that forces every reply into one language: the customer's own current wording always wins.

Actions it may take​

Depending on what is enabled and configured for your business, the bot can:

  • search your products, services and knowledge
  • guide a customer through an order
  • find availability and arrange an appointment
  • send supported product media
  • remember customer details that were shared in conversation
  • mark a conversation as needing a human
  • record genuine sales interest and send the configured follow-up reminders

The bot asks for required information and confirmation before it completes an order or appointment. A message that sounds confident is not a substitute for a successful confirmation.

When a customer booked through a link instead of in chat and says they're done, the bot checks the real booking status before confirming anything — it never just takes their word for it. See Appointments in a conversation for how that check works.

Actions it does not take​

The bot does not:

  • charge a card, collect a payment or issue a refund
  • approve a custom price, discount, financing decision or policy exception
  • promise that a human will answer within a particular time
  • analyze the contents of a video
  • perform an order or booking from a public post comment
  • unlock a feature just because Custom Bot Instructions tell it to

Requests for payments, refunds, custom quotes, exceptions or complex problems belong with a person from your team.

If a customer asks whether it's a bot​

Whether or not you've turned on Do you want AI to announce it's a bot?, the bot will never claim to be a human being, and it will never claim to be you, if a customer asks directly. It also never says what company or platform it runs on — asked who built it, it only describes itself as this business's own assistant.

When the bot brings in a human​

Marking a conversation as needing a human isn't limited to a customer directly asking for one. The bot raises the same alert when a customer seems frustrated or dissatisfied, when the issue involves a refund or payment problem, for a custom quote or a bulk order, when a customer asks to switch channels or requests a callback, or whenever your knowledge base says a topic needs an advisor.

Whatever the trigger, ReadyChatAI marks the conversation and notifies your team. The bot does not immediately go silent; it keeps helping so the customer is not left with dead air.

The pause begins only after someone from your team sends a reply. Each new human message renews that pause. The duration comes from Configure > How long should the bot pause when a human replies? Turn Chat AI off in Messages when you want the bot disabled for that conversation until you turn it back on.

Test without creating real transactions​

The Playground uses your real bot settings and knowledge, but confirmed orders and appointments there are simulations. They do not create a real order or appointment and do not receive a real confirmation number.

Availability varies by account and channel. If a control or workflow described here is not visible, check the linked setup page or ask ReadyChatAI whether it is available for your business.