AI Reply Suggestions

AI Reply Suggestions surface a ready-to-send response at the top of the agent's reply box whenever a visitor message comes in. The agent can accept it as-is, edit it, or ignore it.

Enabling suggestions

1. Go to Settings → AI Assistant
2. Set mode to Suggestions only (or Auto-reply; suggestions appear in both modes)
3. Save

Suggestions appear automatically in every conversation once enabled; no per-conversation setup needed.

How it works for agents

When a visitor sends a message, a suggested reply card appears above the reply input:

• Click Use to copy it into the reply box (you can still edit before sending)
• Click Dismiss to hide the suggestion for that message
• Ignore it and type your own reply; the suggestion disappears when you start typing

Suggestion quality

Suggestions are generated from your knowledge base. The more thorough your articles, the better the suggestions. If the AI can't find relevant content, no suggestion is shown and agents won't see a low-confidence guess.

Tracking suggestion usage

Under Analytics → AI, see:

• Suggestion rate: what % of messages received a suggestion
• Acceptance rate: what % of suggestions were used (accepted) by agents
• Edit rate: what % of accepted suggestions were edited before sending

High edit rates on a particular topic mean the suggestion quality is low there; consider improving the knowledge base articles for that topic.

Disabling per conversation

Agents can turn off suggestions for a specific conversation by clicking the AI toggle in the conversation toolbar. This is useful for sensitive or complex cases where human judgement is needed throughout.