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AI Features and Usage

Nviti’s AI features help your workspace understand customer messages, create useful replies, organize conversations, and assist with structured tasks. You manage these capabilities through AI Assistants, forms, tools, and workflows—without needing to manage the underlying AI infrastructure.

What AI Can Help With

  • Answer customer questions using your approved knowledge.
  • Recognize intent and route a conversation to the right next step.
  • Understand images and voice notes when media handling is enabled.
  • Collect structured information through conversational and WhatsApp forms.
  • Create focused workflow messages after an action or submission.
  • Use approved tools to retrieve live information or complete a task.
  • Analyze conversation themes, sentiment, and lead quality where enabled.

Available capabilities may vary by your selected model, channel, and subscription.

Configure AI Safely

  1. Give each assistant a clear role and boundaries.
  2. Attach only current, approved knowledge.
  3. Enable forms, media, and external tools only when the use case requires them.
  4. Use the lowest reasoning effort that produces reliable results.
  5. Test with realistic questions, missing information, and unusual phrasing.
  6. Review live conversations and refine the setup over time.

AI can make mistakes. Use human review or handover for sensitive, high-impact, or regulated decisions.

Credits and Usage

AI activity uses credits according to the features and models involved. More complex reasoning, media handling, and longer interactions can use more credits than a short text reply.

Use your workspace usage and billing pages to monitor consumption. If usage changes unexpectedly, review recently enabled assistants, tools, media options, and reasoning settings before contacting support.

Privacy and Security

  • Do not place passwords, private access keys, or unnecessary personal information in assistant instructions.
  • Give external tools only the access they need.
  • Keep customer-facing knowledge separate from private internal documents.
  • Follow your organization’s privacy, retention, and approval policies.

Keywords

AI features, AI usage, AI credits, assistant safety, customer conversations, reasoning, media handling