A description, not the image
The image goes once to the reply model, which produces a short description. The rest of the chain only sees that description, anonymised like text.
Screenshots
Your customers’ screenshots, read
A hosting customer often sends a screenshot instead of an error message. When image reading is enabled, 0seat describes it and takes it into account in the draft.
The problem
“It doesn’t work”, and an image attached. Without reading it, the assistant answers beside the point or asks for what the customer already sent.
How 0seat handles it
Taken into account in the draft
The error message or screen described enters the draft’s context, with the approved entries that relate to it.
The screenshot requested when missing
A problem reported without an error message or screenshot triggers a request for details, with the instruction to mask any password.
What you control
- Enabling image reading, space by space, from the console.
- The inbox mode: a screenshot’s description follows the same rules as text.
Honest limits
- Off by default: an image cannot be anonymised before sending, so you choose to enable it.
- PDFs and other documents are never read: they are often administrative papers, for a human to check.
- Image size and the number of images per draft are bounded.
Frequently asked questions
Does the model keep the image?
It is sent to a provider configured not to retain data, for the time it takes to produce a description. Only the description is kept in the space.
Why is it off by default?
Because a screenshot can contain data that text masking cannot see. Enabling it is your organisation’s decision, per space.
Are PDFs read?
No. A document at the heart of the request leads to a handoff to a human.
Your team stays in charge. 0seat does the groundwork.
Connect an inbox, approve the suggested knowledge base, and get your first prepared replies.
See also
Reply drafts
The draft arrives as a private note with the knowledge base entries behind it. The agent sends, edits or discards it. Below the threshold, no reply.
Knowledge base
Every night, 0seat extracts question-and-answer pairs from your resolved conversations. Nothing is used until an agent has approved it.
Human handoff
Money, disputes, cancellations, a request for a person, a second follow-up, an answer missing from the base: an agent takes over, whatever the mode.