AI in the conversation
Three AI helpers live inside the conversation: they classify, summarize and draft your reply. None of them sends anything on its own — you always decide.
Before you start
Section titled “Before you start”Classify
Section titled “Classify”Above the thread, next to the Messages and Activity tabs, the ✦ Classify button re-evaluates the conversation and refreshes its Priority (AI) and Intent (AI) chips — the same ones you filter the Inbox with. Handy when the direction changed (an inquiry that became a purchase) and you want the chips up to date.
Summarize
Section titled “Summarize”The ✦ Summarize button leaves an AI-generated summary in the thread: what the customer wants, what was answered, the current state and the recommended next step. The whole team sees it (with Collapse to fold it) — ideal before picking up someone else’s case.
Suggest reply
Section titled “Suggest reply”Down in the composer, the ✦ Suggest reply button drafts an answer from what’s in the conversation: you review it, edit if needed, and only then send. Nothing goes out without your click.