Let AI draft the reply while your agent stays in control
Your agents get suggested answers as the conversation happens, cleaner wording in every message, and an AI that can read audio notes and images for them. Nothing is sent until a person decides to send it.
This is for teams who already answer people themselves and want the AI helping in the background rather than replying on its own. Each feature can be switched on separately, so you can start with one and add the rest later.
Step by step
Switch on Smart Reply
Go to Settings > Artificial Intelligence > Smart Reply. Suggested replies then appear in real time in the conversation area, drawn from your chatbot. You can enable it even when the chatbot itself is off, and it works alongside language detection and multilingual via translation.
Tidy up what your agents type
Spelling correction fixes spelling in the agent's message automatically. Message rewriting adds a button to the conversation text field that rewrites your message to be friendlier and more professional, and adds a greeting when there is no previous agent message from you.
Steer the rewriting
Set the Prompt to tell the AI how you want messages rewritten. Execution mode decides when it runs: automatic rewrites everything, negative sentiment only touches messages flagged as negative. If your language is not English, set it on your agent or admin profile.
Let the AI hear and see
Speech recognition converts audio messages to text and shows it next to the audio player, and it works with the translation features. Image and file analysis lets the chatbot interpret images and files people send you.
Show where answers came from
Source links appends the links of the sources used to build the answer. For articles to be included in those links, set your articles page first at Settings > Articles > Articles page URL.
Pull the useful details out
Note data scraping adds a menu to the notes panel that extracts specific information from the user's messages, such as login details, URLs, or a summary of the conversation. Context awareness lets the AI see the page the person is writing from.
Settings reference
| Setting | What it does |
|---|---|
| Smart Reply | Suggests replies in real time in the conversation area, based on your chatbot. |
| Spelling correction | Automatically fixes the spelling in the agent's message. |
| Message rewriting | Adds a button to the conversation text field that rewrites your message to be friendlier and more professional. |
| Prompt | Your instructions telling the rewriting how you want messages to sound. |
| Execution mode | Chooses between rewriting every message automatically or only messages flagged as negative sentiment. |
| Speech recognition | Converts audio messages to text and shows it next to the audio player. |
| Image and file analysis | Lets the chatbot interpret the images and files people send in a conversation. |
| Source links | Appends the links of the sources the AI used to build its answer. |
| Note data scraping | Adds a menu to the notes panel that extracts details such as login information, URLs or a conversation summary from the user's messages. |
| Context awareness | Shows the AI the meta title and meta description of the page the person is writing from. |
| Articles page URL | At Settings > Articles > Articles page URL, this is what allows articles to appear in source links. |
Good to know
Undo is CTRL+Z
If a suggestion or a rewrite replaces text you wanted to keep, CTRL+Z restores the previous message.
Read a suggestion in full
Long suggestions are trimmed to fit. Hover over one for 3 seconds to read the whole thing before you use it.
The chatbot already understands audio
Speech recognition exists so your agents can read what was said without playing the file. The chatbot understands audio messages regardless of this setting. Accuracy improves when the person's language is known, so language detection helps.
Image analysis has requirements
It works only with GPT-4 models and newer. It also does not work on localhost, so you need an online server or cloud file storage. Uploaded files are stored temporarily in the AI account and deleted right after the reply.
Context awareness is limited on purpose
The AI sees only the page's meta title and meta description, not the page content. It works on the chat widget only and is not available on messaging channels.
Rewriting in your own language
Message rewriting follows the language set on your agent or admin profile. If your team does not write in English, set that profile language or the results will not match how you speak.
Common questions
Do I have to run a chatbot to use Smart Reply?
Will the AI send messages to customers by itself?
What happens to the files people send when image and file analysis is on?
Why do my source links never show articles?
Can I use context awareness on WhatsApp or Instagram?
Does any of this cost extra?
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