AI drafts, auto-replies and taking over in the inbox
Draft replies with AI, see when the bot is answering a chat, take over from it and hand the chat back.
Who can do this: Owner, Admin and AgentPlan: All plans with AI enabled
Draft a reply with AI
- Open a conversation in the Inbox.
- Click the ✨ (Draft a reply with AI) button in the message box.
- The assistant writes a reply using the conversation, your business context and your knowledge base.
- Edit it if needed and send it.
A draft is never sent until the agent sends it.
When the bot is replying
With Auto-reply on, a banner at the top of the conversation says AI assistant is replying automatically.
- Click Take over to stop the bot in this conversation. The banner changes to AI assistant is paused here.
- Click Resume AI to let it answer again.
The bot also steps aside by itself when:
- an agent is assigned to the conversation;
- it can’t answer and hands off;
- it reaches the Max auto-replies per conversation.
On handoff it routes the chat to the Hand off to destination with a short note about what happened.
Good habits
- Read the customer’s history before resuming the AI on a chat you took over.
- Use internal notes to tell teammates why you took over.