> ## Documentation Index
> Fetch the complete documentation index at: https://docs.baza.chat/llms.txt
> Use this file to discover all available pages before exploring further.

# How it answers

> Short, in the customer's language, and only from what you taught it.

Here's how your assistant talks to your customers, and what it does when it can't help.

## Short and to the point

It replies like a person texting back, usually in a sentence or two. It goes into detail only when the question needs it.

It replies in whatever language the customer writes in.

## Honest about being an AI

It always tells customers it's an AI. It chats back when they make small talk, and uses their name now and then.

If someone is unhappy, it says sorry properly and offers to bring in a person.

## It remembers customers

It remembers a customer's name, and never asks twice for details it already has. In a long chat, it keeps notes on what was said earlier, so it doesn't ask again.

## Asking for contact details

Your assistant can ask new customers how to reach them, so you can get back to them. Turn on **Contact details** under [**Configure**](https://baza.chat/dashboard/assistant). We recommend it.

With it on, your assistant first answers a new customer's first message. Then it asks them once for a name, and a phone number or email.

* It asks only for what it doesn't have yet, and never twice.
* On WhatsApp, Instagram and email, you can already reply in the same chat, so it asks only for a name.
* Customers can skip it. What they give is saved to their customer record, so your team sees who they are and how to reach them.

With it off, it asks only when someone needs to get back to the customer, such as when it passes the chat to your team.

## Photos and files

Customers can send photos and PDFs, up to 3 in each message. Your assistant looks at a photo to give a better answer, such as a screenshot of a product they saw.

It can't read voice notes and videos yet. It asks the customer to type their question instead.

## Quick replies

Sometimes your assistant asks a question that a short tap can answer, like yes or no, or a choice between two options it named. Then it shows up to 3 replies under its message. The customer taps one instead of typing.

When it couldn't help, it can offer **Talk to someone** instead. That's when it didn't know, didn't understand, or the request needs a person. Tapping it passes the chat to your team.

* Quick replies show on your website chat, your chat page, WhatsApp and Instagram. They don't show in email.
* They only name things from what you taught it or from the conversation. They never name details only the customer knows, like their name or phone number.
* After an answer that only gives information, there are none. The customer asks their own next question.

## When it doesn't know

It never makes up prices, opening hours or anything else. It answers the part it can, and offers to ask you about the rest. If the customer says yes, the chat comes to you.

## Unrelated messages

Some messages have nothing to do with your business, like homework or general knowledge questions. Some try to change how your assistant works. These get a short, polite reply that never uses your credits.

You can also stop replying to people who keep sending them. Turn on **Pause on unrelated messages** under [**Configure**](https://baza.chat/dashboard/assistant). We recommend it.

With it on, after 3 unrelated messages in a row, your assistant tells the customer it's paused. It stops replying to them, in that chat and in any new one.

* Their messages still reach your inbox, marked AI paused. You aren't notified about them.
* Turn the AI back on from the conversation whenever you like.
* Greetings, thanks and questions about your business never count. Any normal message starts the count again.


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