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Evelin can help you understand a conversation, prepare a reply, and perform supported actions. Review factual answers and action results before relying on them.

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Start with accurate sources

Keep published Help Center articles and connected websites current. Use Evelin AI → Knowledge sources to check readiness and Playground to test important customer questions. Style guidance, example replies, and custom wording instructions shape how an answer is written. They do not establish facts or replace supporting evidence.

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Review customer-facing text

Before sending a reply:
  1. Confirm it answers the latest customer question.
  2. Verify names, amounts, dates, URLs, and policy details.
  3. Check that the supporting sources apply to this situation.
  4. Remove unsupported assumptions and internal information.
  5. Read the final text in the composer, especially after a translation or rewrite.
Selecting Use reply places text in the composer; your team still decides what to send.

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Distinguish private chat from real actions

Ask Evelin is private to you, but an authorized action can change shared conversation records or a connected service such as Linear. A private chat is not a sandbox. Be specific about the record and change you want. Review any approval request and check the reported outcome. If an action fails or its outcome is uncertain, inspect the target before repeating a request that could create a duplicate.

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Protect sensitive information

Do not include passwords, API keys, authentication tokens, or unnecessary personal data in prompts or public articles. Follow your organization’s policies. When evidence is missing or conflicting, answer manually, ask a clarifying question, or involve the appropriate teammate.