AI Agent
An AI agent configured with your business content
It uses your pages and documents as reference material to answer in the chat on your website. Choose automatic replies or drafts for your team. KeyScale sets up the knowledge base and configuration under your agreed project. AI can still make mistakes.
What it knows
KeyScale builds your agent’s knowledge base from selected website pages and supported documents. The agent uses this material as a reference when preparing replies. AI can still give incorrect or incomplete answers, including about services and prices. Use Suggest mode when your team needs to review replies before they are sent.
Knowledge sources and limits
Website imports discover up to 25 pages per crawl by default. Supported uploads include PDF, DOCX, TXT, Markdown and CSV, up to 8 MB per file. PDF extraction currently requires a configured Anthropic model and sends the document to that provider. Some content may not be extracted or found when answering a question. Adding sources does not train or fine-tune the underlying model.
- Uses your pages and documents as reference material for answers
- Choose Autopilot or Suggest; Suggest keeps replies for human review
- Schedule automatic replies for any hour, outside business hours or during them
- Supports handoff and human takeover within an existing conversation
- Review and rate recorded AI replies and drafts while their diagnostic records are retained
Autopilot, or drafts for your team
Choose a reply mode. Use Suggest when replies need a person's approval, and Autopilot for automatic replies within the configured limits.
| Mode | What happens | When to use it |
|---|---|---|
| Autopilot | The agent can send replies without human approval, subject to its schedule, limits and availability. | Best for the questions you answer the same way every time - opening hours, what you do, where you are, whether you cover an area. |
| Suggest | The agent writes the reply and holds it for someone on your team to send or edit. | Best while you are still building confidence, and for anything where a wrong answer costs you a customer. |
| Off | The agent does not generate replies. | Best while the knowledge base is being prepared, or when your team prefers to answer every chat itself. |
Choose Autopilot to send replies automatically, or Suggest to review and edit drafts before sending. In Autopilot, enabled AI actions can update contact details, tags and lead stages. Suggest does not run these actions or display the chat contact form. Sending a draft sends its text only. Schedules restrict automatic replies, not draft generation; usage limits and service availability apply to both modes.
Where it works
The agent answers in the chat widget on your website. A webchat scenario can run first, asking a few questions or offering a booking, and then hand the conversation to the agent or to your team. Every conversation lands in the same workspace inbox.
The chat widget is added to your website with a single script. We check that your site supports it before setup; site builders, security policies and consent tools can affect installation. Any other connection is agreed for your project and listed in your order.
Email works differently. Optional email alerts notify configured recipients about customer messages. Alerts are rate-limited per conversation and delivery can be delayed or fail. If email replies are enabled, replies to a conversation email return to that thread. KeyScale does not provide a general-purpose email inbox.
When it works
Business hours use the workspace time zone and a daily opening window. This schedule controls autopilot replies; drafts can still be generated outside it. Reply limits, takeover pauses, disabled conversations and provider availability also affect replies.
- Always. No business-hours restriction on automatic replies; other limits still apply.
- Outside business hours. Automatic replies are allowed outside the configured opening hours.
- During business hours. Automatic replies are allowed within the configured opening hours.
Review replies and take over
Review recorded replies and drafts, inspect retrieved sources, and rate answers while diagnostic records are available. Your team can take over a conversation or disable AI for it. In Autopilot, a handoff pauses automatic replies for the configured period; a team member still needs to respond. It does not guarantee that someone is online or will reply within a particular time.
Getting started
Tell KeyScale what your business does and what you want the agent to handle. We agree a scope and quote, then set up the agent, knowledge base and workspace for your project.
