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AI assist for agents

How to generate a draft reply based on your knowledge base while handling a conversation.

Once you take over a conversation, you don't have to write everything from scratch. AI assist generates a draft reply based on your knowledge base and the context of the conversation so far. You can accept it as is, edit it before sending, or reject it.

How to start

  1. Open a conversation in which you are the assigned agent.
  2. In the reply field, click the Generate AI draft button (the wand icon).
  3. Wait a few seconds for the suggestion to appear.

What happens to the suggestion

Once the draft is generated, you have three options:

  • Accept: the suggestion is placed in the message field, and you can send it right away or edit it further.
  • Reject: the suggestion disappears, and the AI does not remember the rejection.
  • Edit: change the text in the field and send it. There is no separate button; you simply modify the text that appeared after accepting.

Where the model gets the answer

AI assist uses exactly the same knowledge base and the same bot personality you set up in Bot configuration. This way, the draft sounds consistent with the rest of your brand's communication, regardless of whether you are writing or the bot is replying.

When to use it

  • Standard customer questions: when the answer is definitely in the knowledge base, but you don't want to type it out by hand.
  • Complex procedures: when the answer requires quoting steps from several articles. Accept the draft and add personalization.
  • Tricky tone: when you're not sure how to phrase information for the customer. The draft will show a neutral version that you can adjust.

When not to use it

  • Questions requiring an individual decision (e.g. about the status of a specific order, or a quote for a specific customer), because the bot doesn't have access to your system and the answer will be generic.
  • Sensitive situations (complaints, grievances, conflicts), because they require an individual tone and human judgment.
  • Short exchanges (one-word "yes", "no", "thanks"), because typing them by hand takes less time than generating a draft.

What's next

You can only use AI assist in conversations you have previously taken over from the bot. Check the article Live support, taking over a conversation.