• AUTO
  • DRAFT
  • TRIAGE
  • ESCALATE

How to automate customer support replies with your AI

Connect Polaria to your AI client once. From then on, your agent handles the heavy lifting of reading chats and finding the right answers in your documentation.

Ask AI about this page

Short answer

How can I use my AI to answer customer chats using my FAQs?

Your AI uses Polaria to scan incoming messages and match them against your existing FAQ articles. It then drafts or sends the response based on your instructions. You get a support flow that stays grounded in your actual documentation.

The outcomes of automation.

Where every response lands.

This is what happens when your AI takes over the support loop.

AUTO

Instant FAQ replies

The AI finds the right answer in your docs and sends it immediately. Customers get help without you touching a keyboard.

DRAFT

Human-in-the-loop drafts

The AI prepares a response based on your FAQs but leaves it in the chat for you to review. You just hit send.

TRIAGE

Smart chat monitoring

Your agent watches all incoming conversations. It identifies which ones can be solved by your FAQs and which need you.

ESCALATE

Human intervention

When a question isn't in your FAQ, the AI flags the conversation. You step in to handle the complex stuff.

The workflow

What your AI does when a chat arrives.

The AI follows a specific loop to ensure every customer gets an accurate answer.

  1. Monitor incoming chats

    The agent checks for new messages that need attention.

    list_conversations

  2. Read the context

    The AI pulls the specific message and history to understand what the customer is asking.

    get_conversation

  3. Find the answer

    The agent searches your uploaded FAQ articles to find the exact information needed.

    list_faqs

  4. Respond to the user

    The AI sends the answer back to the customer in the chat window.

    add_chat_message

Try it

Copy these to start.

Use these prompts to trigger the automation.

Starting points

These are basic commands. Swap out the specific chat IDs or FAQ names for your actual data.

Polaria Connector

You're all set. Choose your MCP client and follow the setup instructions.

Connector linkhttps://edge.vinkius.com/vk_preview_Ro5TrQzREiNFuDsxSvTz8za9m301TxUMEabXGqfy/mcp

Claude Desktop

Follow the steps below to connect in seconds.

  1. 1In Claude Desktop, open Settings → Connectors.
  2. 2Click “Add custom connector” and paste the connector link above as the remote MCP server URL.
  3. 3Click Add and start a new chat — Polaria capabilities are ready to use.
Configuration · claude_desktop_config.jsonCopy
{
  "mcpServers": {
    "polaria-mcp": {
      "url": "https://edge.vinkius.com/vk_preview_Ro5TrQzREiNFuDsxSvTz8za9m301TxUMEabXGqfy/mcp"
    }
  }
}
Copy into chat04

  • List all the recent conversations in Polaria so we can see what needs answering.

  • Read the last conversation from Polaria and find an answer in my FAQs.

  • Check my FAQ articles to see if we have an answer for the current chat.

  • Draft a reply to the customer in the current chat using the information from my FAQs.

  • Claude
  • ChatGPT
  • Cursor
  • VS Code
  • Windsurf
  • Claude Code
  • JetBrains
  • Cline

Start here

Connect Polaria once, then ask.

Just follow the link to authorize the connection. Your credentials stay encrypted, and you can start prompting your AI immediately.

Connect Polaria to your AI

FAQ

How the automation behaves

  • 01

    Can the AI delete my FAQ articles?

    No. The AI can only read your FAQs to find answers.

  • 02

    Will the AI respond to every single chat automatically?

    Only if you tell it to. You can instruct it to only draft replies for your review first.

  • 03

    Can the AI change my customer's contact information?

    No. There are no tools available to modify customer profiles or contact data.

  • 04

    Does the AI know if a chat is urgent?

    It can read the conversation history to determine context, but it cannot set priority flags in your system.

  • 05

    Can I see what the AI is planning to say?

    Yes. You can ask the AI to draft the message using the tools before it actually sends anything.

  • More questions about Polaria? The Connector page answers them. See everything the Polaria Connector can do

Connect Polaria to Claude, Cursor, ChatGPT & more