Smart Responses help you respond to client messages more efficiently by providing AI-generated draft replies based on the current chat context, giving you full control to review and edit before sending.
How Smart Responses Use Your Knowledge Base (FAQ)
When generating a draft reply, Smart Responses will reference your Knowledge Base (FAQ) to help provide accurate and consistent information.
How Smart Responses Work
Smart Responses can be generated in several situations:
For New (Unopened) Conversations
When a client sends a new message in a conversation you haven’t opened yet:
Smart Response automatically generates one draft reply
A “Draft” badge appears in the Inbox list to let you know that a draft has been prepared and is ready to review.
When you open the conversation, the AI-generated draft is automatically filled into the chat box, ready for you to review, edit, and send.
While You’re Actively Chatting
When you’re in an open conversation, Smart Response generates a draft reply for the first new message a client sends.
Once the draft is generated, it appears above the chat box.
When you click the draft, it is immediately applied to the chat box and the draft suggestion is cleared automatically.
Manually Generate a Smart Response
You can generate a Smart Response anytime for any text message from a client.
To generate a response manually:
Hover over a client’s text message
Click Reply with AI
Wait for the draft to appear
Click the generated draft to insert it into the chat box, where it’s ready for you to review, edit, and send
