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

# Arrivio — AI answers

> Configure and use AI-generated answers for customer support in Arrivio.

Arrivio uses AI to suggest or send answers to customer messages, reducing reply time and keeping tone consistent.

## How it works

1. **Smart Inbox** — Incoming customer messages (email, chat, or integrated channels) appear in the Smart Inbox.
2. **AI suggestions** — Arrivio suggests answers based on order data, FAQs, and your tone settings.
3. **Review and send** — You (or your team) review, edit if needed, and send. Escalation rules can route complex cases to humans.

<Warning>
  AI answers are suggestions. Always review before sending, especially for refunds, returns, or sensitive topics. Use escalation rules for high-risk or high-value cases.
</Warning>

## Configure AI answers

<Steps>
  <Step title="Open Arrivio settings">
    In your Arrivio dashboard, go to **Settings → AI answers** (or equivalent).
  </Step>

  <Step title="Set tone and scope">
    Choose tone (e.g. friendly, professional), and which topics the AI can suggest for (e.g. order status, returns, general FAQ).
  </Step>

  <Step title="Add knowledge (optional)">
    Provide FAQs, policy snippets, or product info so AI answers stay accurate and on-brand.
  </Step>
</Steps>

<Tip>
  Start with a narrow scope (e.g. order status only) and expand once you’re comfortable with quality and escalation.
</Tip>

## Security and analytics

* **Security**: Arrivio uses your connected Shopify data only to generate answers; we do not train third-party models on your customer content. See [Privacy](/legal/privacy) and Arrivio’s terms.
* **Analytics**: Use Arrivio’s analytics to see reply time, escalation rate, and AI suggestion acceptance.

## Next

* [FAQ](/arrivio/faq)
* [Changelog](/arrivio/changelog)