What is Aura and how it works

Learn how Aura, your AI Assistant, handles incoming conversations, freeing your time while ensuring high-quality customer support.

Luca Micheli
Written by Luca MicheliLast update 5 months ago

Meet Aura, your new AI Assistant teammate designed to manage incoming conversations seamlessly.

When you activate a Chatflow featuring the AI Assistant, Aura takes the reins, offering you a hands-free support experience. This article delves into how Aura functions and how you can get the most out of this remarkable tool.

How Aura Works

Activation and Assignment

Once you activate a Chatflow where the AI Assistant (Aura) is present, all related conversations will be automatically assigned to Aura. You'll find these conversations neatly organized in your inboxes.

Autonomous Management

Aura handles conversations on your behalf until either it escalates the issue to a human agent or you decide to take over manually. This allows you to focus on other important tasks while Aura takes care of initial customer interactions.

Tracing Aura's Responses

For every reply Aura provides, you'll see a list of sources from which the information was pulled. This feature is crucial for several reasons:

  1. Quality Control: If something seems off with Aura's reply, you can immediately identify the source and make necessary adjustments.

  2. Knowledge Updates: By consistently updating these sources, you ensure that Aura is equipped with the most current information, aligning with your updated knowledge base.

Best Practices

Keep Your Sources Updated

The most effective way to keep Aura on point is by regularly updating the sources it relies on. Whether adding new Canned Responses or updating Help Center articles, keeping your sources current ensures that Aura continues offering accurate and relevant support.


Aura isn't just another chatbot; it's a dynamic, AI-powered assistant working tirelessly to manage customer conversations.

By understanding how Aura operates and by keeping its knowledge base up-to-date, you can unlock a whole new level of automated customer support.

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