On a channel set to Suggests, the AI writes a draft for each new client message. AI Assist writes one whenever you ask. A person always decides what is sent.
- Open the conversation. The AI draft card sits right above the reply box.
- Press Send to send it as it is, Edit to move it into the reply box after anything you already typed, Discard to drop it, or Write another for a new version.
- For a suggestion on demand, press AI Assist in the reply box. The suggestion fills the reply box; change it and send it as usual.
- If the AI has nothing to suggest, a line says why (for example, the AI is paused) and your text stays untouched.
- Under a reply the AI wrote, press Helpful or Not helpful. After Not helpful, What went wrong? offers Inaccurate, Off-topic, Wrong language, Too long, Robotic tone or Other, and a field for the perfect reply.
Good to know
- You see drafts and AI Assist only if you’re allowed to use AI in the inbox. Owners and admins always are.
- A draft that goes stale because someone already replied disappears by itself.
- The phone app shows the same AI draft card, with the same buttons.
- Set a channel to Suggests in AI › Channels.