Canonical page: https://docs.teloring.com/docs/product/ai-world Last modified: 2026-08-20T20:49:57.000Z # AI World **AI World** is the control room for every artificial‑intelligence feature in Teloring. It's a single page of on/off switches — one per capability — that decide how much AI helps your team across conversations, the knowledge base, and analytics. Turn a switch **on** and that capability becomes available everywhere it belongs: the reply composer, the AI Copilot panel, the resolve action, the Knowledge Base page, or the Analytics report builder. Turn it **off** and it disappears again. Nothing here changes what your agents *can* do by hand — it only decides where AI lends a hand. Open **AI World** from the **Tools** section of the sidebar.  ## Key facts | Fact | Meaning | | --- | --- | | Account‑wide | Every switch applies to your whole business. When an admin turns a feature on, it's on for **all** agents in the account. | | Admins change it, everyone benefits | Only account **administrators** can flip a switch. Agents can view the page but the toggles are read‑only for them. | | Off by default | Every feature starts **off**. Nothing sends data to AI until an admin turns it on. | | Saves instantly | There is no Save button. Each switch saves the moment you flip it and shows a short **Saving… → Saved!** status on the card. | | One master switch | **AI Copilot** is the master switch for the six live‑conversation helpers. Those six do nothing unless AI Copilot is also on — see [The AI Copilot dependency](#the-ai-copilot-dependency). | | Your data stays yours | AI only ever reads the conversations, files, and records of your own account. Features are fully account‑isolated. | | Some cards are on the roadmap | A few switches are shown for what's coming and are **not active yet** — see [Coming soon](#coming-soon). | ## Who uses AI World | Role | What they do here | | --- | --- | | Admins | Decide which AI features the account uses, and turn them on or off. | | Agents & managers | Benefit from whatever is enabled — Copilot tips, rephrase, summaries, and more — but cannot change the switches. A lock notice appears at the top of the page for them. | :::note If you open AI World and the switches won't move, you're signed in as a non‑admin. Ask an account administrator to change the settings for you. ::: ## How the page works Every capability is shown as a **card** with an icon, a name, a one‑line description, and a switch on the right.  | Element | What it means | | --- | --- | | Card icon & title | The feature's name and a plain‑language description of what it does. | | Switch (right side) | Click to turn the feature on or off. | | **Active** highlight | When a feature is on, its card gets a teal border and subtle tint, so you can see at a glance what's enabled. | | Status text | A small label next to the title flashes **Saving…**, then **Saved!** (or **Failed to save** if something went wrong). | To enable a feature: click its switch **on**. To disable it: click it **off**. That's the whole workflow — the change takes effect across the account within moments. ## The AI Copilot dependency Six features are **helpers that run inside AI Copilot**. They only work when the **AI Copilot** switch is also on: - Help & Tips - Smart Subject Detection - Auto‑Assign Labels - Detect Churn Risk - Detect Upsale Opportunity - Auto Mark Urgent Think of **AI Copilot** as the engine and these six as options you bolt onto it. If AI Copilot is **off**, turning any of the six on has no effect. If AI Copilot is **on**, each of the six you enable adds one more thing Copilot watches for while a conversation is live. :::tip A good starting point for most teams: turn on **AI Copilot**, then enable **Help & Tips**, **Smart Subject Detection**, and **Auto‑Assign Labels**. Add churn, upsale, and urgency detection once your team is comfortable. ::: --- ## Feature reference The sections below cover every **live** feature — what it does, where you'll see it, and what it needs to work. ### Live‑conversation assistance (AI Copilot) These features act while agents are chatting with customers. Copilot analyzes each new incoming customer message in the background and surfaces its findings in the **AI Copilot** panel on the right of the conversation. See [AI Copilot in conversations](/docs/getting-started/conversations#ai-copilot) for the agent‑side view. Copilot only runs on conversations that are **open or pending** and **not** already handled by a Studio flow or an AI agent. #### 🧠 AI Copilot The master switch for live assistance. When on, Copilot reads each incoming customer message and can post insights into the Copilot panel. On its own it does nothing visible — pair it with the helpers below and with **Knowledge Base** (for answers). | | | | --- | --- | | **Where you see it** | The AI Copilot panel in the right sidebar of a conversation. | | **Requires** | Nothing, but only useful with at least one helper below turned on. | #### 💡 Help & Tips Copilot offers real‑time suggestions and coaching — how to respond, what the customer seems to need, and what tone fits. Tips can appear several times as a conversation develops. | | | | --- | --- | | **Where you see it** | As Copilot tips in the AI Copilot panel. | | **Requires** | **AI Copilot** on. | #### 🎯 Smart Subject Detection Copilot writes a short, clear subject line for the conversation once it understands the topic. | | | | --- | --- | | **Where you see it** | The conversation's subject updates automatically; Copilot notes that it set it. | | **Requires** | **AI Copilot** on. | | **Good to know** | Only sets the subject when the conversation **doesn't already have one**. It never overwrites a subject you set yourself. | #### 🏷️ Auto‑Assign Labels Copilot tags the conversation with relevant category labels (for example `billing, refund` or `technical, bug`), creating them in your account if they don't exist yet. | | | | --- | --- | | **Where you see it** | Labels appear on the conversation; Copilot notes what it added. | | **Requires** | **AI Copilot** on. | | **Good to know** | Only labels a conversation that has **no labels yet**, up to 5 labels. It won't touch conversations you've already labelled. | #### 🚪 Detect Churn Risk Copilot watches for signs that a customer wants to cancel, leave, or is deeply dissatisfied, and raises a clear alert describing what triggered it. | | | | --- | --- | | **Where you see it** | A churn alert in the AI Copilot panel. It can also start a **Studio** automation (a churn‑risk signal). | | **Requires** | **AI Copilot** on. | #### 💰 Detect Upsale Opportunity Copilot spots when a customer shows interest in buying, upgrading, or spending more, and flags the opportunity for the agent. | | | | --- | --- | | **Where you see it** | An upsale alert in the AI Copilot panel. It can also start a **Studio** automation (an upsale signal). | | **Requires** | **AI Copilot** on. | #### 🔥 Auto Mark Urgent Copilot assesses how urgent a conversation is and sets its priority — `urgent`, `high`, `medium`, or `low`. | | | | --- | --- | | **Where you see it** | The conversation's priority changes automatically. | | **Requires** | **AI Copilot** on. | | **Good to know** | Only adjusts priority while it's still at the default **medium**. It won't override a priority you set by hand. | ### Writing help #### ✍️ Rephrase Messages Gives agents a one‑click **✨ rephrase** button in the reply composer. Before sending, an agent can rewrite their draft in several ways.  | Rephrase option | What it does | | --- | --- | | Improve | Makes the text clearer, more polished, and professional. | | Fix spelling & grammar | Corrects mistakes without changing meaning or tone. | | Expand | Adds detail and elaboration. | | Shorten | Trims to the essentials. | | Friendly | Rewrites in a warm, approachable tone. | | Formal | Rewrites in a professional, business tone. | | Simplify | Uses short sentences and simple words. | | Translate | Translates the reply into the **customer's** language, detected from their last message. | | | | | --- | --- | | **Where you see it** | The ✨ button next to the reply composer's formatting tools. | | **Requires** | Nothing else — works on its own. | | **Good to know** | The AI keeps the agent's original language for every option except **Translate**. Agents always review the result before sending. | ### When a conversation is resolved These two features run automatically the moment an agent marks a conversation **Resolved**. They read the conversation (skipping private notes) and act in the background. #### 📝 Conversation Summary Generates a concise 2–4 sentence summary of the conversation — the topic, what the customer needed, and how it was resolved — written in the **same language** as the conversation. | | | | --- | --- | | **Where you see it** | Added as a **private note** (🤖 AI Summary) at the end of the conversation, visible to your team but never to the customer. | | **Requires** | Nothing else. | #### 💭 Feelings & Emotions Reads the customer's overall mood across the conversation and records it on a 20‑point scale — from *satisfied*, *happy*, and *appreciative*, through *neutral*, to *frustrated*, *angry*, and *threatening*. | | | | --- | --- | | **Where you see it** | Stored on the conversation (visible in resolved‑conversation views and available to **Analytics** and **Studio**). | | **Requires** | Nothing else. | | **Good to know** | A customer‑emotion change can start a **Studio** automation — useful for escalating an angry ending, for example. | ### Knowledge & media #### 📚 Knowledge Base Unlocks the **Knowledge Base** page, where you upload, scan, and store documents for AI to reference. It also lets **AI Copilot** answer agents' questions from your approved knowledge. | | | | --- | --- | | **Where you see it** | The Knowledge Base page (in the sidebar) becomes usable; Copilot can search it. | | **Requires** | Nothing to enable it. Copilot's knowledge answers need **AI Copilot** on as well. | | **Good to know** | While this is off, the Knowledge Base page shows a "feature disabled" message instead of your files. | #### 🖼️ Image Detection For every image a customer sends, AI looks at it and describes what's in it — objects, brands, documents, and any visible text. | | | | --- | --- | | **Where you see it** | The description is attached to the incoming image in the conversation, and appears as soon as the analysis is ready. | | **Requires** | Nothing else. | ### Automation #### 🎨 AI Studio Adds a second way to create a Studio flow: **Hermes**, an AI flow builder that interviews you in plain language and then lays out the whole automation — blocks, settings, and connections — on your canvas.  | | | | --- | --- | | **Where you see it** | Studio → **New Flow** → *How would you like to build it?* → **Use AI to build**. | | **Requires** | Nothing else. It helps to connect the inboxes, teams, and CRM objects you want to automate first, because Hermes offers your real ones by name. | | **Who can use it** | Any agent with **Studio → Create**. Flipping this switch is a different permission — **AI World → Update**. See [Roles and Permissions](./roles/overview.md). | | **Good to know** | Hermes always produces a **draft**. Nothing goes live until someone publishes it from the editor. Building the flow is a one-way step that ends the conversation; the flow is then edited by hand like any other. | While this switch is off, the **Use AI to build** card still appears in Studio but is greyed out, with a link back to this page. 📖 Full guide: [Build a flow with AI (Hermes)](/docs/product/studio/ai-flow-builder). ### Analytics #### 📊 AI Reports & Analytics Adds a **✨ Use AI to build the report** button to the Analytics report builder, so anyone can describe a report in plain language and let AI fill in the fields. | | | | --- | --- | | **Where you see it** | The **✨ Use AI to build the report** button in [Analytics](/docs/product/analytics#build-a-report-with-ai). | | **Requires** | Nothing else. When off, the button is hidden. | --- ## Coming soon A few switches appear on the AI World page to show what's on the roadmap. They are **not active yet** — turning them on does not change anything in the product today. We're listing them here so you know what each one is intended to do. :::info These features are in development. Leave them off until this guide marks them as live. ::: | Feature | Planned behaviour | | --- | --- | | 🌍 **Conversation Translation** | Translate whole conversations in real time to communicate across languages. | | 🎙️ **Conversation Transcription** | Turn voice messages and audio into text automatically. | | 🧩 **Enrich Knowledge Base** | Grow the knowledge base automatically from the solutions your agents give in real conversations. | | 🛡️ **Prevent Bad Language** | Stop agents from sending inappropriate language to customers. | | 🔗 **Detect Similar Issues** | Spot when several recent conversations report the same problem and alert your team. | | 🔐 **AI Security** | Detect security risks and signs of compromise in real time. | | 💡 **AI Suggestions** | Surface AI‑only insights and suggestions on the main dashboard. | | 🛡️ **AI File Protection** | Scan every incoming and outgoing file and block malicious ones. | | 🎓 **Auto Agent Skills** | Detect each agent's strengths automatically from their conversations and performance. | ## Frequently asked questions **Do I have to turn everything on?** No. Start with the features you need. Every switch is independent (except the six that need AI Copilot — see [above](#the-ai-copilot-dependency)). **Will customers know AI is involved?** Customer‑facing help is always in the agent's hands. Rephrase suggestions, Copilot tips, summaries, and emotion scores are shown to your **team** only — nothing is sent to the customer automatically. Summaries are saved as private notes. **Can agents change these settings?** No — only account administrators. Agents see the page in read‑only mode with a lock notice. **A switch flipped back off after I clicked it.** Enabled features stay on. If a switch won't stay on, it may be one of the roadmap items in [Coming soon](#coming-soon), which aren't active yet — check with your Teloring contact. **Where do I actually see the AI at work?** In the [conversation workspace](/docs/getting-started/conversations#ai-copilot) (Copilot panel, rephrase, image descriptions), on resolved conversations (summaries and emotions), on the Knowledge Base page, in [Studio](/docs/product/studio/ai-flow-builder) when you create a flow, and in [Analytics](/docs/product/analytics#build-a-report-with-ai).