Help your agents save time while talking to customers by using AI Suggested Replies.

In this doc we’ll go over:

• Where to find AI Suggested Replies
• How to use AI Suggested Replies

Intended Audience:  

• Admin
• Sales user
• Service User

Billing Plan: AI Suggested Replies are available on the Premium, Advanced, and Enterprise plans.

Note: In order for AI Suggested Replies to work, you must first upload content for it to use by using the Content Upload feature.

Where to find AI Suggested Replies

AI Suggested Replies can be found in the conversation view. Click on the Conversations tab and look for the icon in the composer bar.

How to use AI Suggested Replies

To use AI Suggested Replies you must first upload content using the Upload Content feature. Please see this help doc for more information on uploading content.

First, navigate to Settings > Org Settings > AI Features and click on the toggle to enable AI Suggested Replies. Once you enable that feature you will see AI suggested replies that use the content you uploaded.

To use AI Suggested Replies in chat, click the request suggested reply button when you see it light up. Once the response is generated, you can either send it as is or customize the reply by clicking the customize response button before sending it.

Note: If the button is grayed out, that means that Drift is not able to generate a reply to the question that was asked.