AI Agent: Read Internal Comments
Wong Yi Teng
Business Problem
: The AI Agent currently does not have access to internal comments. These comments often contain important contextual information from agents — such as workarounds, or customer-specific instructions — that are hidden from the customer but crucial for providing relevant support. Without access to this, the AI’s responses may lack accuracy or miss key insights that agents have already noted.
Desired Outcome:
Enable the AI Agent to securely access internal comments from the conversations (while keeping them invisible to the customer).
- Understand the full context of a conversation.
- Reference past agent-only notes for more relevant and consistent replies.
- Reduce repetitive questions and improve resolution accuracy.
Use Case (All Lifecycle Phases)
- Capture:AI uses internal comments to understand prior engagement context and avoid asking already-resolved questions.
- Convert:Leverage internal notes like “customer prefers email contact” or “waiting for pricing approval” to tailor responses and drive conversion.
- Retain:Reference notes such as “issue escalated before” or “offered workaround last time” to proactively address recurring concerns and enhance support continuity.
Wbsandy Kanzouh
This feature is quite important we can use it to give instructions to the Ai before assigning to it. Or add a warning. it's gonna be so useful and maybe we can decide which comments can the AI read for example the allowed comments will start with a mention to the AI or a specific symbol $ #
plz reconsider this ...
Christine
Please add this feature. It will make such a vast improvement on the AI Agent Capabilities!
N
Nabilah Binti Salleh
Merged in a post:
Allow AI Receptionist to read internal comments/notes
A
Andrea Scala
We’d like to take this opportunity to share some feedback about another Respond.io feature.
We work in the hospitality industry, and we honestly find the AI Receptionist to be an amazing tool. It’s radically improving the speed and quality of communication we can offer our guests. 🙌
As a constructive suggestion (with the goal of helping you improve the platform even further), we would recommend adding the possibility for the AI to read internal comments/notes left by human agents within the conversation.
This would be extremely useful, for example, when a conversation is opened using a template message (which is naturally limited). If the template is paired with an internal note that the AI can also read, the AI could then respond more accurately and consistently when the guest replies, improving the overall guest experience.
If anything is unclear, feel free to contact me and I’ll be happy to explain it better — I truly believe this feature would be another major step forward for Respond.io. 😊
Joel Moss
This is an excellent feature. In addition, AI agents could be triggered/woken up by comments. At the moment, a major flaw in the AI agent is it is reactive/passive and only limited to user messages (or simple followups). If a comment triggered the AI agent, here's some of the benefits/examples:
- AI Agent makes an error on a chat, which a teammate observes. The teammate writes a comment to the AI agent, @mentioning them directly and explaining the error. The AI agent sends a message to the user correcting the error
- Workflow posts a comment in the chat and mentions @AI-Agent. This triggers the AI agent to run.
These features will allow teammates and automations to guide the agent without having to handover chat to a human.
Thanks for reading!