Generating AI replies

The AI can write a reply for you in any inbox. It uses your knowledge base, your system prompts, and the conversation so far. You review the draft and decide whether to send it.

Generate a reply

1. Open a comment, DM, email, or live chat.
2. In the reply box, click the sparkles icon (Generate AI response).
3. The draft appears in the reply box. Read it and edit anything you like.
4. Send it when you're happy with it.

If your knowledge base is empty, the tooltip says Upload knowledge to generate an AI response (Click me). Clicking it takes you to the knowledge base so you can add content first.

Improve the draft

Not quite right? Type what to change in the Ask AI to improve its response field that appears with the draft, for example "shorter, and mention free returns", then submit it. The AI rewrites the draft with your note in mind. This changes this reply only.

To change how the AI writes every time, see Teaching the AI.

See the sources

After the AI writes a reply, click Sources in the reply box to see what it used. Sources can be pages from your knowledge base or connected data. Click a knowledge base source to open that page in a new tab.

Drafts from automations

If your automations create drafts, you'll find them already in the reply box when you open the conversation, marked with an AI draft chip.

• AI draft · low confidence means the AI wasn't sure. Hover over See why to read its reason.
• If you edit the draft, a restore icon (Restore the draft) brings back the original.
• Click the X (Discard this draft) to remove it.

Credits

Each generated reply uses 1 credit, including each time you ask the AI to improve a draft. See How AI credits work.