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Set when Cubby answers in Live chat › Chat settings › AI assistant.
Three modes
| Mode | What happens |
|---|---|
| Off | No automatic answers. Your team handles every message |
| Only when all agents are offline | People answer while anyone is online. When everyone is offline, or outside office hours, Cubby answers first |
| AI answers first | Every visitor message goes to Cubby first. Cubby stops when an agent takes the conversation, replies, or the visitor asks for a person |
Only when all agents are offline is a good start for small teams: you keep the daytime conversations, Cubby covers nights and weekends.
AI answers first suits busier sites where many questions repeat. Your team only sees what Cubby couldn’t answer.
Before Cubby can answer
- The knowledge base needs at least one enabled entry. With an empty knowledge base Cubby stays silent.
- Your plan’s monthly AI answers aren’t used up. When they are, conversations go straight to your team without an error for the visitor.
Name and opening line
| Setting | Notes |
|---|---|
| Assistant name | What visitors see next to AI messages. The default is Cubby |
| AI opening line | Optional. Sent once before the AI first speaks in a conversation |
| Handoff message | Optional. What the visitor sees when Cubby passes the conversation on |
Always labelled as AI
Every AI message carries an AI label, and before Cubby’s first reply the visitor is told they’re chatting with AI. This notice can’t be switched off. Visitors can ask for a person at any time.
What counts as an AI answer
| Counts | Doesn’t count |
|---|---|
| An answer written from documents | An exact Q&A match |
| A translation | Opening a pinned FAQ |
| One draft-generation run | Messages your team writes |