Using AI Reply

Generate AI-drafted replies to help you respond faster.

What is AI Reply?

AI Reply analyzes the conversation context and generates a suggested response. It helps agents:

• Respond faster to common questions
• Maintain consistent tone and messaging
• Get a starting point for complex replies

How to Use AI Reply

• Open a conversation that's waiting for your response
• In the message composer, click the sparkles icon
• Select AI Reply from the dropdown
• Wait for the AI to generate a response
• Review the suggested reply in the composer
• Edit as needed and click Send

When AI Reply is Available

AI Reply is available when:

• The conversation is open (not closed)
• The latest message is from the customer (not an agent)
• You have AI credits available

The sparkles icon appears disabled if these conditions aren't met.

AI Credits

Each AI Reply uses one AI credit from your team's balance. You can:

• View your credit balance in account settings
• Purchase additional credits as needed
• Enable auto top-up to automatically replenish credits

Best Practices

• Always review and personalize AI-generated replies
• Add specific details relevant to the customer's situation
• Use AI Reply as a starting point, not a final answer
• Check that technical details are accurate before sending

Availability

AI Reply is available on all plans. Credits are consumed per use.