Reply Suggestions

Get AI-generated response options tailored to each ticket. Choose, customize, and send faster with intelligent suggestions.

What Are Reply Suggestions?

Reply suggestions are AI-generated response drafts based on:

• The ticket content and context
• Your knowledge base articles
• Your organization's tone and style
• Similar past tickets

Example

Customer message: "I ordered a scooter 2 weeks ago and still haven't received it. Order #12345."

AI Suggestions:

1. Apologetic + Action

   "I'm sorry for the delay with your order #12345. Let me check the shipping status right away and get back to you within the hour with an update."

2. Information Request

   "Thank you for reaching out about order #12345. To help track this down quickly, could you confirm the shipping address on your order?"

3. Resolution Focused

   "I apologize for the wait on order #12345. I've just checked and your package is currently at [tracking status]. It should arrive by [date]. I'll personally monitor this to ensure it reaches you."

Accessing Suggestions

From the Sidebar

1. Open a ticket
2. Look for "Reply Suggestions" in the AI sidebar
3. Click to expand and view options

Keyboard Shortcut

Press Cmd/Ctrl + R to generate/show reply suggestions.

From Composer

1. Click the ✨ icon in the reply composer
2. Suggestions appear as options
3. Click to insert

Using Suggestions

Insert a Suggestion

1. Review the available options
2. Click the suggestion you prefer
3. Text is inserted into the composer
4. Edit as needed
5. Send

Copy to Clipboard

1. Hover over a suggestion
2. Click the copy icon
3. Paste wherever needed

Regenerate Options

If suggestions aren't quite right:

1. Click "Regenerate" or refresh icon
2. New suggestions generated
3. Based on same context

Suggestion Types

Tone Variations

Suggestions often vary by tone:

Content Variations

Suggestions may focus on different approaches:

How Suggestions Are Generated

Context Sources

AI considers:

1. Current ticket: Subject, description, messages
2. Customer history: Past interactions
3. Knowledge base: Relevant articles
4. Similar tickets: How you've responded before
5. Organization style: Your tone preferences

Generation Process

Ticket Content → AI Analysis → Draft Generation → 3 Options Presented

Customizing Your Suggestions

Organization Settings

In Settings → AI → Reply Suggestions:

• Tone preference: Professional, Friendly, Balanced
• Signature inclusion: Auto-add signatures
• KB priority: Prefer KB content in suggestions
• Response length: Concise vs. detailed

Per-Ticket Customization

Click "Customize" when generating to specify:

• Specific tone for this ticket
• Topics to include/exclude
• Length preference

Best Practices

Use as Starting Points

Suggestions are starting points, not final answers:

1. Review the suggestion
2. Personalize for the customer
3. Add specific details
4. Verify accuracy
5. Then send

Maintain Authenticity

• Add your personal touch
• Don't sound robotic
• Customers appreciate human connection

Verify Before Sending

Always check:

• Technical accuracy
• Current policies
• Customer-specific details
• Tone appropriateness

When Suggestions Excel

Great For

• Common questions: FAQs, standard requests
• Initial responses: Getting started quickly
• Writer's block: When you're stuck
• Consistency: Maintaining brand voice
• Training: Showing new agents good responses

Less Ideal For

• Complex technical issues: Need expert input
• Highly emotional situations: Need personal touch
• Legal/compliance matters: Need careful wording
• Unique edge cases: Need custom solutions

Suggestion Quality

Improving Quality

Better suggestions come from:

1. Rich knowledge base: More articles = better matches
2. Consistent responses: AI learns from patterns
3. Clear ticket content: Good input = good output
4. Customer context: History informs suggestions

Quality Indicators

Suggestions show confidence levels:

• ⭐⭐⭐ High confidence
• ⭐⭐ Medium confidence
• ⭐ Lower confidence (may need more editing)

Usage & Limits

Plan Limits

Checking Usage

View usage in Settings → Usage → AI Features.

Troubleshooting

"No suggestions available"

• Ticket may be too short
• Try adding context and regenerating
• Check AI settings are enabled

"Suggestions seem generic"

• Build out your knowledge base
• Add more context to tickets
• AI improves over time

"Suggestions don't match our tone"

• Configure tone in Settings → AI
• Provide examples of good responses
• Regenerate after settings change

"Same suggestions every time"

• Try the "Regenerate" button
• Add more ticket context
• Different tickets should yield different suggestions

Tips for Maximum Value

1. Use suggestions for speed: Don't write from scratch
2. Always personalize: Add customer name, specific details
3. Learn from suggestions: See patterns in good responses
4. Provide feedback: Good suggestions improve the system
5. Build your KB: More knowledge = better suggestions

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