Overview

Mainstay provides generative AI-powered features throughout the platform to help you complete important tasks faster and without all the repetitive busywork. However, each organization we partner with has different policies and comfort with these new technologies, so this page provides a way to determine which ones are right for your institution.

For Mainstay's Gen-AI policy and commonly asked questions, click here.

Note: some of these features rely on contextual information available on your websites or in your PDFs and Google Docs. To configure which pages Mainstay can use for generative AI, see Knowledge Scraping / Knowledge Sources.

Features

Each feature is described in detail on a separate support article:

• Live Chat: response suggestions
• Knowledge Base: response suggestions
• Knowledge Base: fuzzy question generation
• Contacts: conversation summaries
• Escalations: response suggestions
• Escalations: conversation summaries
• Knowledge Base: generative responses
• Knowledge Base: generative fallbacks (Flash Responses)
• Scripts: gen-AI discussions
• Scripts: gen-AI voice calls

Bot Personality Controls

Beyond controlling which gen-AI features are enabled, you can also configure your AI agent's behavior using the Bot Personality Controls tool.