> For the complete documentation index, see [llms.txt](https://v5docs.keyfax.biz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://v5docs.keyfax.biz/conversations/ai-features.md).

# AI features

Keyfax uses AI to get people to the right script and to answer things your script did not anticipate. It does not decide what a repair is, what it costs, or how urgent it is — those stay with your scripts, where you can see and change them.

<figure><img src="/files/ClR0r1l0dBK6jXsVBd1u" alt="A chat conversation where a side question about a gully is answered with photographs, and the reasoning rail explains why"><figcaption><p>A side question, answered with pictures, without losing the thread</p></figcaption></figure>

## What it does

**Routing.** Somebody says "my drain is blocked" and the right script opens. No menu, no category names to learn.

**Side questions.** In the picture above, the tenant is being asked what kind of drain it is and does not know what a gully is. The assistant answers the question, shows two photographs, and then asks the original question again. Without this, the conversation either stalls or the tenant guesses.

**Pictures where they help.** A picture is offered when it backs up an answer that was just given — which is why the rail records "showed 2 pictures because the user asked a question we answered".

**More than one thing in a message.** People report two problems in a sentence, and the conversation has to handle both rather than the first.

## Where it never decides

Priorities, services and SOR codes come from your script. So does the advice. The AI chooses which of your questions to ask and helps somebody past a word they did not know — it does not invent an answer about a repair.

That boundary is deliberate: it is what makes the outcome of a conversation something you can explain and defend afterwards.

## Seeing why

Every automatic choice is recorded and explained — in the rail on [Test Chat](/testing/test-chat.md) while you are building, and in the [Conversation Record](/monitoring/conversation-record.md) afterwards. If the assistant does something you did not expect, you can find out why rather than guess.

## Where your data goes

Worth having straight before you go live, and worth telling your data protection colleagues: which model is used, where it runs, and what is sent to it. Your Omfax contact can give you the current position for your installation.