Learn how to use AI-generated reply suggestions in your daily support workflow. AI Companion generates suggestions automatically, and you decide how to use them.
Where Suggestions Appear
AI suggestions appear directly in your conversation view:
Hi there,
I can help you reset your password. Here's what to do:
- Go to the login page
- Click "Forgot password"
- Check your email for reset instructions
Let me know if you need any help!
Suggestions appear:
- Below the conversation - After all messages
- Above the reply input - Before you start typing
- With companion name - Shows which AI generated it
- Formatted in markdown - Ready to send or edit
How Suggestions Are Generated
AI Companion automatically generates suggestions when:
- A customer sends a message - New form submission or reply
- Last message is from customer - Only generates for customer messages
- AI Companion is enabled - Toggle must be on in settings
- Configuration is valid - API key and provider are working
The suggestion includes:
- Full conversation context - All previous messages
- Customer's current question - The latest message
- Knowledge base content - If configured, references your documentation
- Company-specific tone - Adapts to your communication style
Three Actions Available
Send
Use when: The suggestion looks good and ready to send.
- Click Send on the suggestion
- Message is sent immediately to the customer
- Suggestion is marked as sent and removed from view
Modify
Use when: The suggestion is close but needs edits.
- Click Modify on the suggestion
- Suggestion text is copied to the message input
- Edit as needed
- Send when ready
This is useful when you want to:
- Add personal touches
- Include specific account details
- Adjust tone or wording
- Add additional information
Dismiss
Use when: The suggestion isn't helpful or you'll write your own reply.
- Click Dismiss on the suggestion
- Suggestion is removed from view
- You can write your own reply normally
Dismissed suggestions don't affect future suggestions. AI Companion will generate a new suggestion for the next customer message.
Markdown Formatting
AI suggestions use markdown formatting:
- Bold text -
**bold**for important terms - Italic text -
*italic*for emphasis Code-`code`for technical terms- Links -
[text](url)for clickable links - Lists - Numbered or bulleted lists
- Line breaks - Separated paragraphs
When you send or modify a suggestion, markdown is converted to HTML in the email sent to customers.
When Suggestions Aren't Generated
Suggestions may not appear if:
- AI Companion is disabled - Check the toggle in settings
- Last message isn't from customer - Only generates for customer messages
- API key is invalid - Check provider account status
- Provider account issues - Billing or quota problems
- Configuration error - Review settings
If suggestions stop appearing, check:
- AI Companion is enabled
- API key is valid
- Provider account has credits/quota
- Last message is from a customer
Manual Generation
Currently, suggestions are generated automatically. Manual generation may be available in future updates.
Workflow Examples
Quick Response Workflow
- Customer sends message
- AI suggestion appears
- Review suggestion (5-10 seconds)
- Click Send if good
- Done!
Time saved: Instead of 2-3 minutes writing, you spend 10 seconds reviewing.
Edit and Send Workflow
- Customer asks technical question
- AI suggestion appears with general answer
- Click Modify
- Add specific account details
- Include relevant links
- Send personalized response
Result: Faster than writing from scratch, but still personalized.
Dismiss and Write Workflow
- Customer has complex, account-specific issue
- AI suggestion is too generic
- Click Dismiss
- Write custom reply with account details
- Send your own message
Use case: When AI can't provide the specific details needed.
Best Practices
Always Review
Even perfect-looking suggestions should be reviewed:
- Check for accuracy
- Verify information matches your knowledge
- Ensure tone matches your brand
- Confirm all details are correct
Use Modify Often
Don't hesitate to modify suggestions:
- Add personal touches
- Include specific account information
- Adjust tone to match your style
- Add relevant links or resources
Dismiss When Needed
It's okay to dismiss suggestions:
- Complex account-specific issues
- Situations requiring judgment
- When you prefer your own wording
- When suggestion isn't helpful
Combine with Saved Replies
Use AI suggestions alongside saved replies:
- AI for unique questions
- Saved replies for common responses
- Mix both for efficiency
Understanding Suggestion Quality
Excellent Suggestions
- Accurate information
- Appropriate tone
- Complete answers
- Well-formatted
Good Suggestions (Needs Minor Edits)
- Mostly accurate
- Good structure
- Needs personalization
- Minor wording changes
Poor Suggestions (Dismiss)
- Inaccurate information
- Wrong tone
- Incomplete answers
- Not helpful
If suggestions are consistently poor:
- Check knowledge base URL
- Verify knowledge base content quality
- Consider switching providers
- Review conversation context
Companion Name Display
The suggestion header shows your AI Companion's name (e.g., "Alfred suggests:"). This helps you:
- Identify AI-generated content
- Distinguish from manual replies
- Know which AI generated the suggestion
You can change the companion name in AI Companion settings.
Privacy and Control
Remember:
- You control everything - Nothing sends automatically
- Review before sending - Always check suggestions
- Edit freely - Modify as much as needed
- Dismiss anytime - Write your own reply
Related Topics
- What is AI Companion - Overview of the feature
- Setting up AI Companion - Initial setup
- Managing AI Companion - Update settings
- Troubleshooting AI Companion - Common issues