Answer customer questions with Cactus
Cactus answers product questions from published help and mapped product knowledge, uses relevant past conversations as context, and can route requests to a person when Handoffs are configured.
Ask a product question
Ask in your product’s Help Center or embedded Messenger. When you ask from a Help Center article, Cactus sends that article as context; Messenger includes details about the current page. For visitor steps, see Browse and ask in the Help Center or Support customers in Messenger.
Answer from evidence
Cactus first looks for an existing Help Center page that answers the question. It can answer from published help when those pages fully cover the question and the cited sources are unchanged. If they don’t, Cactus checks mapped product knowledge and the source pages cited by relevant material. When a cited source has changed, Cactus uses that page’s current text rather than relying on the older help section alone.
Answer sources
Composed answers can include links to the cited Help Center pages. Messenger answers can also include source entries when they’re returned with an answer.
Ask for a person
If your team has configured Handoffs, select Talk to a human in the answer thread. Cactus passes the thread to your team and confirms, “Got it. Someone from the team will pick this up.”
Earlier conversations
Cactus can use recent outcomes and relevant earlier exchanges from a visitor’s own conversations to keep answers continuous. That history is context, not product evidence; if it conflicts with product pages, the pages win.
Where questions go
A Help Center question starts a conversation for the product it’s about.
When a teammate takes over a Messenger thread, Cactus records the customer’s message for your team in Inbox and doesn’t generate an automatic reply.
Handoffs go to the product’s configured Slack channel or the address your team saved.
For teammate follow-up, see Review customer conversations in the Inbox.