AI Response Settings (Suggestions, Generate New & Autoreply)

Overview

In the AI settings, you can define how the AI should handle incoming messages for each channel (E-Mail, Instagram, Tiktok & more).

There are three available modes:

• Suggest Drafts (Default)

• Generate on Demand

• Auto-send

1. Suggest Drafts (Default)

This is the recommended default setup for most teams.

How it works:

• The AI automatically generates a reply draft for every incoming message

• Your team can:

  • review the draft

  • edit it

  • or send it directly

Benefits:

• Fastest and most efficient workflow

• Keeps human control while leveraging AI

• Ideal for scaling support without losing quality

Note:

Agents can always generate a new response using the “Generate New” button.

2. Generate on Demand

This option is suitable if you prefer manual control over AI usage.

How it works:

• No automatic drafts are created

• The AI is only triggered when an agent clicks:
  → “Generate” or “Generate New”

Benefits:

• Full control over when AI is used

• No automatic influence on conversations

3. Auto-send

This option allows you to fully automate a channel with AI.

How it works:

• The AI generates and sends replies automatically

• No manual review is required

Best use cases:

• High-volume support environments

• Repetitive or standardized inquiries

• 24/7 customer support

Escalation & Safety

When using Auto-send, it is important to define clear escalation rules in your AI instructions to hand over specific topics to a human agent.

Default behavior:

The AI will hand over to a human agent if:

• it cannot resolve the request

• the customer explicitly requests human support