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.
This feature is available on both the web and mobile app.
How Smart Responses Find the Best Reply
When generating a draft reply, Smart Responses reference your Knowledge Base (FAQ) and Saved Responses to 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.
On mobile app, for both new (unopened) conversations and ongoing conversations, drafts appear directly above the message composer and can be inserted with a single tap.
Manually Generate a Smart Response
You can generate a Smart Response anytime for any text message from a client.
Web app
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
Mobile app
Long‑press a client message
Tap Reply with AI
Wait for the draft to generate
Tap the draft to insert it into the message box
Review, edit, and send
AI Settings
You can manage Smart Response behavior from AI Settings which give you more control over tone and automation. These settings apply across Web and Mobile.
Tone of voice
Choose the tone that best matches your coaching style. The selected tone will be used when generating Smart Response drafts. Available options:
Formal: Clear and professional
Casual (Default): Warm and conversational
Excited!: Positive and encouraging
Auto-generate response
When this setting is enabled, AI will automatically generate reply suggestions for incoming messages.
When ON, Smart Response drafts appear automatically
When OFF, no AI replies are generated unless manually triggered
Share Feedback (Web only)
Your feedback helps improve Smart Responses and better match your coaching style.
1. Open the feedback form
You can open the feedback form in two ways:
From the Inbox banner:
After you’ve sent 10 Smart Response draft messages, a feedback banner appears above the chat box
Click Send Feedback
From AI Settings:
Go to your Inbox, click AI Settings
Click Send Feedback at the bottom of the modal
2. Share your feedback
When the feedback form opens, you can:
Rate your experience with a 5-star scale
Share what worked well or what could be improved
Submit your feedback directly