Most of a team member's day in the inbox goes into typing answers that already exist somewhere: in the price list, the delivery policy, the reply a colleague sent yesterday. The rest goes into wording: making a quick answer polite, a long one shorter, or an Arabic one English.
The AI assistant does both from the message box. It drafts the next reply from your knowledge base and the conversation, and rewrites or translates what you typed. Nothing it writes is sent by itself: the text lands in the message box, and you read it, change it and send it.
| Requirement | Detail |
|---|---|
| Permission | Send Messages. Setting the assistant up needs Manage Account Settings. |
| Plan | AI features are available on paid plans; the Free plan has none. See the plans on the pricing page. |
| AI settings | AI must be turned on in AI settings. Drafting also needs About your business filled in and at least one entry in the knowledge base. |
| AI credits | Every draft, rewrite and translation uses AI credits. See AI credits. |
| Messaging window | The message box, and the assistant with it, shows only while you can send the client a free-form message. See Messaging window. |
The assistant is the sparkle icon to the right of the message box, the first of the buttons next to it. Hover it to read AI assistant, and click it to open its menu. See Sending messages for the other buttons.
Click Draft a reply. While the AI writes, Drafting a reply… shows above the message box.
The AI reads the last 20 messages of the conversation, your AI settings, the client's name, preferred language and stage, and the passages of your knowledge base that match the client's last message. It replies to what the client said last.
Read the draft, change what you need, and send it as usual.
When your knowledge base does not hold the answer, the draft says the team will check and get back to the client, instead of guessing. That is your sign to answer yourself, and to add the answer to the knowledge base.
Type your reply, open the assistant, and pick one of the options under Change what you typed:
| Option | What it does |
|---|---|
| More formal | Rewrites the text in a more formal tone. |
| Friendlier | Rewrites the text in a warmer tone. |
| Shorter | Keeps the meaning in fewer words. |
| Fix spelling and grammar | Corrects mistakes and leaves the rest as it is. |
| Translate to Arabic / Translate to English | Translates the text. The languages offered are the ones ticked in your AI settings. |
The rewritten text replaces what was in the message box. These options are greyed out while the message box is empty.
If you keep typing while a rewrite is on its way, your typing wins and the rewrite is dropped.
After the AI changes the message box, the menu shows Undo the AI change, which puts back what was there before. It disappears as soon as you edit the text yourself, so that undoing never throws your own edits away.
| The menu shows | Why | What to do |
|---|---|---|
| AI is turned off for this account. | Someone unticked Use AI on this account. | Turn it back on with Open AI settings, or ask a member who can. |
| No AI credit detected for this account. | Your plan does not include AI. | Upgrade your plan. |
| Tell the AI about your business so it can draft replies. | About your business is empty. | Press Set up the AI assistant and fill it in. |
| Add a knowledge base so the AI can draft replies from your own answers. | The knowledge base is empty. | Press Set up the AI assistant and add content. |
| Tell the AI about your business and add a knowledge base so it can draft replies. | Both are missing. | Press Set up the AI assistant. |
Set up the AI assistant and Open AI settings show only to members who can change the AI settings, and open the settings in a new tab. When you come back, open the menu again and Draft a reply is there.
While drafting is not set up, the rewrite and translate options still work.
When your AI credits run out, the assistant shows an error that says your AI credit balance is empty. Members with Manage Billing and Subscriptions can top up from Settings > AI > AI Credits.