Suggest Reply — AI-Assisted Human Responses

Taking over a conversation from AI shouldn't mean losing the AI's help entirely. Suggest Reply keeps the AI in the loop — as your co-writer, not the driver.

How it works

When you're in human control mode on any conversation, a Suggest Reply button appears above the message editor. Tap it, and the AI generates a draft response based on:

• The full conversation history
• The customer's profile and context
• Your agent's tone and knowledge base

The suggested reply appears in your editor. Edit it, rewrite it, or send it as-is. You stay in control — the AI just removes the blank-page problem.

When it's useful

• You've just taken over from the AI and need to continue the thread without re-reading everything
• The customer asked a technical question and you want the AI to pull the answer from the knowledge base while you phrase it your way
• You're handling five conversations at once and need a fast starting point for each reply

Always available in human mode

Suggest Reply shows up whenever you're in human control. It hides while you're typing so it doesn't get in the way — and reappears when you need it again.