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AI Assistant: How It Works

Carlo Morandi

The AI Assistant helps agents draft replies more efficiently by generating response suggestions directly inside the chat. 

 

How to use it

  1. Click the AI Assistant icon 
  2. Click on Generate or write optional instructions (for example, tone or level of detail)
  3. Review the generated reply 
  4. [Optional] Refine it using the available options: 
    1. Shorten: Reduces the length of the generated response, while keeping the main message and intent intact.
    2. Elaborate: Expands the response by adding more details or explanations based on the existing content.
    3. Formalize: Rewrites the response using a more professional and formal tone, without changing its meaning.
  5. Edit the message if needed and send it

 

The suggested response is a draft and can always be modified before sending.

 

How the AI Chooses a Suggestion

The AI Assistant generates response suggestions based on the last 20 messages exchanged in the conversation. It uses only this recent text context to understand what the customer and agent are discussing and to propose a relevant reply. The quality of the suggestion depends on how clear and complete the recent messages are and the quality of the prompt provided.

 

There are some important limitations to keep in mind:

  • The AI Assistant works only with text messages. It cannot understand or process audio messages or images
  • It is not connected to the internet and does not use any external knowledge base

 

Always review the suggested response before sending it, use the refine options to adjust tone or length, and manually add any missing or conversation-specific details. Taking a moment to review ensures accurate, helpful, and consistent replies.