AI Reply Suggestions

Get intelligent response suggestions powered by AI. When you're replying to customer messages, the AI can draft responses based on the conversation context and your knowledge base.

How to get there: Go to Inbox in the top menu → open a conversation → click the Generate (stars ✨) button in the reply toolbar.

How It Works

  1. Open a conversation in your Inbox
  2. Click the Generate (stars ✨) button in the reply toolbar

The Generate button in the reply toolbar
3. Optionally type a short instruction telling the AI what the reply should say
4. Click Generate
5. The AI analyzes the conversation and your trained content and drops a draft into the reply field
6. Edit as needed and send

Email channels can also generate this reply automatically when a customer email arrives. Under What should the AI do?, choose Draft to place it in the reply field for review, or Send to send it immediately. See Email Forwarding.

What the AI Considers

The AI generates replies based on:

  • Conversation history - What's been discussed
  • Customer question - The specific inquiry
  • Your knowledge base - Content from your trained chatbot
  • Tone settings - Your configured communication style

Using AI Suggestions

Accept and Send

If the draft looks good:

  1. Review the text in the reply field
  2. Click Send

Edit First

If the draft needs adjustment:

  1. Edit the text in the reply field
  2. Click Send when it's ready

Generate Another

If the draft doesn't fit:

  1. Click the Generate button again
  2. Optionally add or refine your instruction (e.g. "shorter", "friendlier tone")
  3. Click Generate to try a different approach

Best Practices

Review Before Sending

Always read AI suggestions before sending:

  • Check for accuracy
  • Ensure it answers the question
  • Verify any specific details

Add Personal Touch

Make responses feel human:

  • Include the customer's name
  • Reference their specific situation
  • Add context when helpful

Use as Starting Point

AI suggestions work best as drafts:

  • Save time on structure
  • Add your expertise
  • Customize for the customer

Improving Suggestions

Better AI training leads to better suggestions:

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