Use AI replies

1. Start with App settings > AI > Getting started, which turns on Draft. See Set up AI replies. Then the mode changes under AI > Replies. Only the Owner or an Admin can change the mode.
2. Under “AI replies used”, follow the month’s AI replies: your Plan’s, shared by your Apps, and your AI packs’.
3. In the Conversation, check the draft and its supporting knowledge. Edit it, then choose “Send reviewed reply”, or “Dismiss draft”.
4. To stop AI for this App, choose Off under AI > Replies. Manual replies remain available.

Automatic mode unlocks once 80 of the App’s last 100 reviewed drafts are sent with at most 20% of the text changed. A dismissed draft, or one changed more, does not count. AI > Replies shows how far you are. Once unlocked, it stays available, and the Owner or an Admin can turn it on. It does not guarantee every future answer.

AI answers general questions supported by approved knowledge only. Private data, actions, media interpretation and requests for a Member go to the team. It may ask one clarification.

A reply a Member writes, a dismissed draft or a handoff pauses AI for that Case; a sent AI draft does not. “Resume AI”, in the web dashboard, starts it again and drafts the Contact’s waiting question at once. A new Case follows the App’s mode again, unless the Contact rejects the previous AI answer.

AI replies are marked “AI” with the sparkles icon. Contacts can choose “Talk to a Member”. AI does not independently resolve a request. The Mobile app retains manual replies and notifications.

When every AI reply is used, or if AI is unavailable for now, AI hands over to Members and manual messages remain available. See Your Plan’s AI replies and AI packs.