> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/getting-started/knowledge-base/how-ai-handles-incoming-messages..md).

# How AI handles incoming messages.

This article will let you understand how CX Genie handles incoming messages.

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2F9snhE2ccrPtrAl2vTWfZ%2Fimage.png?alt=media&amp;token=4aef09c9-e57b-44c4-85ed-2d3a4b846520" alt=""><figcaption><p>The process of the user's message</p></figcaption></figure>

The process by which AI handles incoming messages is both structured and efficient, as depicted in the provided workflow.

1. **User Sends Message**: The process begins when a user sends a message.
2. **AI Classifies Message**: The AI system classifies the incoming message into different categories.
   * If the message is a general greeting or casual conversation (e.g., "Hi," "Hello"), the AI will automatically generate an appropriate reply.
   * If the message pertains to product inquiries, services, or business-related questions, the AI proceeds to the next step:&#x20;
     * **AI Finds Data**: For business-related messages, the AI searches relevant information within a knowledge base or database.
3. **Reply Message**: Finally, the AI generates and sends a response based on the retrieved data.

This streamlined process ensures that user inquiries are addressed promptly and accurately, enhancing the overall customer experience.