Smart Replies
Smart Replies allow Operator AI to suggest quick, context-aware responses to agents — helping teams respond faster, stay consistent, and resolve conversations efficiently.
🤖 What Are Smart Replies?
Smart Replies are:
AI-suggested quick responses based on the conversation history and customer intent.
Editable by agents before sending, allowing human control with AI speed.
Designed to assist, not replace, agent decision-making.
✅ Smart Replies reduce typing time, improve response quality, and maintain brand consistency.
🛠️ How Smart Replies Work
Open a Conversation inside the Unified Inbox.
If Smart Replies are enabled, you’ll see suggested replies under the message input box.
Click to insert a Smart Reply, edit it if needed, and send.
Suggestions evolve as the conversation progresses.
✅ Operator AI continuously learns from conversation context to improve suggestions.
🔥 Smart Reply Examples
Product Inquiry
"Thanks for reaching out! Our product includes [feature]. Would you like a demo?"
Pricing Question
"Our plans start at $49/month. I can send you full pricing details if you'd like."
Bug Report
"Sorry to hear that! Could you please describe the issue in more detail so we can help?"
Appointment Request
"Of course! Let me check our availability for you. What days work best?"
✅ Suggestions are tone-matched and context-aware.
📋 Best Practices for Smart Replies
Always review before sending
Ensures 100% relevance and personal touch.
Customize tone based on customer
More casual for DMs, more formal for email/SaaS.
Update Knowledge Base and Flows
Better training data = better Smart Replies.
Use Smart Replies + Macros
Speed up complex responses even further.
Monitor Smart Reply adoption rates
See how often agents use or modify suggestions.
✅ Smart human + AI collaboration = the best outcomes.
🛟 Need Help?
Explore Smart Reply setup guides inside this documentation.
Ask your Success Manager about Smart Reply Optimization strategies.
✅ We’re here to help you boost your team's speed and precision.
🎯 Next Step
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