Inbox & AI repliesStep-by-step guide
Set up AI replies and use reply suggestions
Apply your business knowledge and brand voice to customer conversations.
Inbox management for setup; reply access for drafts; the relevant AI feature must be available.
Here’s how to do it
Add accurate sources and Brand Personality in Knowledge first.
In Inbox, open AI & inbox setup.
Choose the reply tone, enter appropriate handoff guidance and turn Automatic AI replies on only when you want them enabled. Wait for settings to save.
For a manual suggestion, open a conversation and expand AI reply assistant.
Select a tone, add context for that reply if needed, and choose Draft reply. Review the suggestion, use it in the composer and select Send when ready.
What happens next
Automatic replies can process eligible new messages; suggestions remain drafts until you use and send them.
Good to know
AI suggestions can be wrong. Brand voice must not override factual knowledge or sensitive-customer handling. Encrypted X history is excluded from shared AI context.