Ask AI
Let customers ask questions in plain language and get instant answers from your published Help Center articles—then hand off to your team when needed.
Ask AI is the built-in assistant in your Help Center. It helps customers self-serve faster by answering questions using only your published articles—so responses stay accurate, consistent, and aligned with your documentation.
When Ask AI can’t fully solve the issue, customers can still reach your team with a smooth handoff.
How it works
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A customer opens your Help Center and asks a question in their own words.
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Ask AI searches your published content and generates a helpful answer.
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If the customer still needs help, they can continue with a human and submit a support request.
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The ticket is created in your initdesk inbox with helpful context from the conversation, so your team can pick up where the AI left off.
What Ask AI uses (and what it doesn’t)
Ask AI only uses:
- Published Help Center articles
Ask AI does not use:
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Draft (unpublished) articles
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Private internal notes (unless they’re published as articles)
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External systems (orders, billing systems, databases) unless you document the process in your Help Center
Tips for better answers
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Publish your top FAQs first (billing, login, setup, troubleshooting).
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Keep articles short and specific: one question → one article.
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Update docs whenever product details change (pricing, policies, features).
Visibility and improvement
Ask AI interactions can help you understand what customers search for and where documentation is missing. If you notice repeated questions, it’s a good signal to add or improve an article.
Notes
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Ask AI answers are based on the information available in your Help Center. Always review sensitive topics (billing disputes, legal/security) via your team workflow.
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In this release, each question is handled independently to keep answers focused and reliable.