Meet Juno
Juno is the AI operator built into Conversations. When it is active, it picks up new conversations as they arrive, answers questions from the knowledge you give it, and hands the thread to your team when a human is needed.
Customers see Juno as Juno: it has its own name and a distinct avatar, so it is never mistaken for a teammate.
Turn Juno on
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Open Settings, go to
Conversations, then Juno AI.
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Flip the Active toggle .
While active, Juno picks up new conversations as they arrive. Turning it off sends new conversations to your team instead, but Juno keeps handling the conversations it already has.
Before turning it on, give Juno something to work with. It only answers from the knowledge you publish, so an empty knowledge base means Juno hands almost everything to your team.
Shape how Juno sounds
The Behavior section controls Juno's voice:
- Tone: Warm & Helpful, Professional, Direct, Empathetic, or Playful.
- Reply length: Auto stays brief in chat and balanced in email. Or pin it to Brief, Balanced, or Detailed.
- Formality: Auto matches the customer, or choose Casual, Neutral, or Formal.
- Emoji: None, Some, or Lots.
Juno replies in the customer's language automatically.
When Juno answers and when it does not
Juno answers greetings, product questions covered by your knowledge, and requests it can help with directly. It stays silent on spam, empty messages, and automated mail like receipts, so your inbox does not fill with bot-to-bot chatter.
When Juno cannot help, it hands off rather than guessing. That happens when the customer asks for a human, when your knowledge does not cover the question, when it is not confident, or when the topic needs a person, like account or billing disputes. The customer sees a short note that a teammate is taking over, and the conversation lands in your Queue.
Once a human replies in a thread, Juno steps back and stays back. If you want it to take over again, use Hand to Juno in the thread header.
Auto-resolve
If Juno fully answers and the customer goes quiet, the conversation resolves on its own: after 30 minutes of silence in chat, or 72 hours for email. Any customer reply reopens it. Conversations your team has touched are never auto-resolved.
What Juno will not do
Juno cannot change your product, settings, billing, or customer data, and it does not invent answers that are not in your knowledge. It also never files feedback requests without the customer confirming first.
The activity meter
The top of the Juno page shows Handled by Juno for the last 30 days: every conversation Juno picked up, whether it resolved the thread or handed it to your team, and what share resolved without your team stepping in.