AI assist for agents

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. Next to the reply field, click Draft with AI.
3. In the Reply with AI window, optionally add hints for the AI (for example "Focus on the refund policy"), then click Generate AI reply.
4. Wait a few seconds for the suggestion to appear. You can close the window in the meantime; the button shows AI draft ready when it's done.

What happens to the suggestion

Once the draft is generated, you have four options:

• Accept and send: the reply is sent to the customer right away.
• Use as draft: the suggestion is placed in the message field, so you can edit it before sending.
• Regenerate: describe what should change in the reply and get a new version.
• Reject: the suggestion disappears.

If the AI isn't sure about its answer, the draft is marked Low confidence. Check it carefully before sending.

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.