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 Team inbox in the left 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

Improve the Current Draft

When the reply field already contains text, Generate rewrites that text. It keeps your intended message and follows any instruction you add, such as "shorter" or "friendlier tone". Your text is replaced by the new draft, so copy it first if you want to keep both versions.

To create a fresh reply from the conversation instead, clear the reply field before generating.

Choose the Reply Language

The language beside Generate starts with your interface language. Select another language to write the draft in that language. The choice also applies when you improve an existing draft, even if the customer's message uses another language.

The AI writes the email greeting in the reply language. Messaging replies use a shorter opening. Your saved signature keeps its own wording and language. See Signatures.

Use a Copilot Draft

Copilot can explain a conversation or prepare a reply. When it prepares a draft, the reply appears in a separate draft card with a Use as draft button. Click it to place the text in the reply field, then review it before sending.

When the AI hands an email or messaging conversation to your team, an internal note includes the reason if one was recorded. Copilot can use the latest handover note even after more messages arrive. This note is not sent to the customer or included in notification webhooks.

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

The AI uses a customer name only when it is clearly known. Check the name and greeting before sending. The signature is visible in the reply field. You can edit or remove it for that reply.

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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