Ask NiceAI – AskNicely

Ask NiceAI is an in-app, AI-powered chat feature that allows you to ask natural-language questions about your customer feedback, online reviews, AskNicely instructions, and frontline performance data, providing instant insights, visualizations, and recommended actions.

What can Ask NiceAI do for you?

Answer everyday questions. Get immediate clarity on trends. Example: "Why did our NPS drop in the Northeast last week?"
Generate instant visualizations. Skip the chart builder. Example: "Show me a bar chart of score changes over the last six months."
Surface the "why." Summaries are backed by real customer comments and cite the specific responses used, so you can see and verify the exact feedback driving the data.
Bridge the gap to action. Don't just identify problems, ask for specific recommendations and next steps to improve team performance.
Search AskNicely's help center. Ask NiceAI can search AskNicely's own knowledge base and surface relevant help articles alongside its answers to product questions.
Render rich, interactive answers. Answers can include rendered HTML such as interactive tables, heatmaps, and custom charts when you ask for a more visual breakdown of data.
Look up recipients and tickets. Ask questions like "Who was sent this survey?", "Who hasn't responded yet?", or find related Zendesk support tickets filed by a respondent or by anyone at the respondent's company.

Where to Find Ask NiceAI

You can start a conversation from two main places:

The Sidebar: Look for the Ask NiceAI logo in your main navigation menu to open a full-page chat where you can see your previous conversations.
Your Dashboard: You will see a search bar at the top of your dashboard and Ask NiceAI buttons next to most of your dashboard charts and tables.
Additional pages: The Ask NiceAI prompt box is also available on like Survey Report, Themes, Spotlight, AI Insights, Trend Report and more.

Note: Frontline Staff user role types will only be able to access this from the sidebar; there will be no search bar at the top of the Frontline Staff dashboard.

Managing Conversations

Starred chats: Pin important conversations to the top of the Ask NiceAI sidebar.
Session search: A search bar in the session sidebar helps you find past conversations.
Rename & delete: Rename or delete historical chat sessions at any time.
Timestamps: Hover a message to reveal its timestamp, shown next to the thumbs up/down feedback buttons.
Auto-scroll: Reopening an existing session jumps straight to the most recent message.
Attachments: Attach documents (PDFs and more) directly to a conversation; the AI reads and references the file content in its responses.

Saved Reports

Any Ask NiceAI HTML report (artifact) can be saved as a Saved Report. Saved reports can be named and revisited or re-run at any time without re-asking the question. Saved Reports are available to all end users and are visible by clicking Saved Reports on the top left sidebar within Ask NiceAI.

Re-run functionality: re-run saved reports manually or automatically so the data refreshes automatically
Users can either view saved reports in the product or schedule for email delivery and select the content type that gets shared via email: a public link or a PDF.

Sharing & Exporting

Public share links: AI-generated visualizations ("artifacts") and Saved Report runs can be shared via a public URL recipients can view and interact with the full artifact without needing to log in.
Link expiry: Shared links expire one year after creation; the share modal shows the expiry date.
Branding: Shared pages display an AskNicely header attributing the report to Ask NiceAI, with a "Generated by Ask NiceAI" footer included in the artifact body where suitable.
Downloadable: Reports shared via a public link have a Download button, matching the export option already available inside the Ask NiceAI chat.
Export to PDF: Available to all end users (not just AskNicely staff), with improved speed and quality.
Admin control over sharing: Admins can control which user roles are allowed to share Ask NiceAI reports externally via a public link.

What Data Can Ask NiceAI See?

Ask NiceAI analyzes your specific AskNicely data and AskNicely's product knowledge base, never external web data. Depending on your account configuration, this includes:

Survey responses and online reviews, including full written feedback from open-ended questions.
Internal notes and chat replies on survey responses.
Review request statistics.
Your Case Management configuration — case status, assignees, and breakdowns.
Workflow configurations and execution stats (e.g., "what automations are running on detractors?").
The full set of survey template settings, including subject lines and leading questions.
Who a survey was sent to and who hasn't responded yet.
Related Zendesk support tickets, searchable by the respondent's email or by anyone at the respondent's company.
Your account's logo file, so it can include your branding in generated reports.
Context about the currently logged-in user, for more personalized and relevant responses.

Ask NiceAI as an MCP Server

For accounts with the NiceAI add-on, Ask NiceAI's tools, NPS summaries, survey responses, leaderboards, and more are available as an MCP server, so you can connect them to compatible external AI tools and workflows. View this article to learn how to connect to Claude.

Access & Usage

Usage-Based Access: All customers now have access to Ask NiceAI. If you haven’t upgraded via our sales team, you will still see the feature, but you will be subject to usage limits.
Per-role control: Admins can enable or disable Ask NiceAI for specific user roles from the User Roles page.
Explore the Value: Each user can ask a set number of questions to experience the power and value of Ask NiceAI firsthand.
Upgrading for Unlimited Access: Once your usage limit is reached, you will be prompted to upgrade to continue using the feature.
- Admins Only: Only Administrators can confirm an upgrade directly through the product. If you are not an Admin, please contact your customer support manager or account manager to request an upgrade.

Why Upgrade to Ask NiceAI? Upgrading your account unlocks the full potential of our AI suite. By upgrading, you receive:

Unlimited Access: Remove all usage caps and allow your entire team to query data as often as needed.
Future-Ready with Agents: Gain exclusive access to our current and upcoming AI Agents.

Frequently Asked Questions

Is my data safe?

Yes, Ask NiceAI operates within your existing security framework. It only accesses data you already have permission to see and strictly respects all user roles, locked filters, and anonymity settings.

Where does the data come from?

NiceAI analyzes your specific AskNicely survey data, online reviews, and official support articles. It uses only your internal data and AskNicely’s product knowledge base, rather than external web data. When you ask a question, the AI applies the necessary filters to retrieve relevant responses for analysis or searches our help center to answer product-related questions. Your customer data is never used to permanently train the AI model.

Can Ask NiceAI "hallucinate" or provide incorrect info?

Ask NiceAI is "grounded," meaning it builds answers based strictly on actual customer citations rather than speculation. However, as with any AI, it can occasionally make mistakes. We recommend double-checking critical information before making major business decisions.

Can I turn Ask NiceAI off for my account or for specific teams?

Yes. Admins can disable Ask NiceAI for specific user roles from the User Roles page, or use the master "NiceAI Features" toggle in Account Settings to switch off all NiceAI features account-wide.