How to Turn On Patch AI Conversation Assistant

Link to Loom

https://loom.com/share/519247c3e2db4fcbb0654e5a2c23a9f0

1. Confirm you have access to Conversation Assistant 0:14

Check whether Conversation Assistant is available in your account.
If you do not see the settings shown in the video, a Patch Admin may need to add Conversation Assistant to your account first. Contact success@patchretention.com.

2. Add your AI context in Account Settings 0:25

Go to Account Settings → AI Context.
Review and confirm the business information Patch AI should use, such as:
- FAQs
- Brand voice
- Policies
- Any other important guidance
This context helps Conversation Assistant answer customer questions accurately.

3. Open Messenger settings and configure the assistant 0:41

Navigate to your account’s Messenger Settings under Account Settings.
From here, you can:
- Test Conversation Assistant
- Choose the team member conversations should escalate to when AI needs help
Set the default human so customer issues can be routed to the right person when needed.

4. Enable Conversation Assistant for new conversations 1:10

Turn on Conversation Assistant for all new incoming conversations.
This allows Patch AI to respond automatically when customers message in.
You can also review test messages to confirm everything is working as expected.

5. Assign conversations to AI and take over when needed 1:19

In the Messenger tool, assign a customer conversation to AI Agent when you want Conversation Assistant to respond.
Your team can still:
- Review incoming messages
- Step in and take over as a human when necessary
This gives you control while letting Patch AI handle common questions.

6. Use the assistant as part of your normal workflow 1:38

Conversation Assistant is designed to handle routine customer messages while your team handles more complex cases.
Start by:
- Confirming access
- Reviewing AI context
- Configuring Messenger settings
- Assigning conversations to AI when appropriate