AI assist

In the inbox, click Suggest reply. The model reads recent conversation history plus your knowledge base and drafts a response in the customer's language. Edit it or send as-is; nothing is sent automatically.

• Inbound messages are classified into intent tags (support, sales, complaint, billing…).
• Sentiment is scored positive / neutral / negative and shown on the conversation.
• Negative sentiment can be surfaced as a priority filter in the inbox.
• Tags feed segments, so you can campaign to people who asked about a topic.

1. 1AI knowledge → Add source. Paste text, an FAQ, or product documentation.
2. 2Content is chunked and embedded for semantic retrieval.
3. 3Suggested replies and the FAQ bot cite this content instead of inventing answers.
4. 4Update or remove a source at any time; the index refreshes immediately.

On the template editor, describe what you want in plain language and the generator drafts a compliant body, suggests a category, and inserts variable placeholders with sample values. It still goes through the normal review flow.

Inbound messages can be translated into the agent's language, and outbound drafts into the customer's, with the original always kept alongside. Enable it per workspace under Settings.