AI Smart Reply helps you generate recommended replies using SleekFlow AI. It analyzes recent conversation context and uses knowledge from your company’s Global Knowledge Base to suggest responses that are relevant to your business and customers.
To generate accurate and domain-specific replies, AI Smart Reply relies on the data sources you’ve added to the Global Knowledge Base. Make sure your knowledge sources are uploaded and trained before using AI Smart Reply.
In this article, you’ll learn how to generate and refine AI Smart Reply responses in the Inbox.
Train AI Smart Reply with AI global knowledge base
AI Smart Reply uses your company’s AI global knowledge base as its knowledge source when generating replies. By adding relevant data sources to the Global Knowledge Base, you can train AI Smart Reply to produce responses that align with your business context instead of generic replies.
If your AI global knowledge base is not configured or does not contain relevant information, AI Smart Reply may rely only on recent conversation history when generating responses.
To learn how to add, manage, and train data sources, visit our Help Center article on Manage SleekFlow AI Global knowledge base.
Important notes
- Newly added or updated data sources must complete training before AI Smart Reply can use them.
- Updates to the AI global knowledge base do not apply instantly.
- AI Smart Reply can still generate replies even if no relevant knowledge is found, but accuracy may be limited.
Using AI Smart Reply in Inbox
AI Smart Reply is only available for:
- Companies that are on a paid plan (i.e. Pro or above)
- Companies that have the “AI Smart Reply” feature activated in the “AI Settings”
To get started with using “AI Smart reply”, open any conversation in the “Inbox” module and click on the “AI Smart reply” button on the top right corner of the “Reply” section. You will learn how to generate a Smart reply and use it as your reply in the following sections.
Generate recommended reply
To generate a recommended response using “AI Smart reply”, open a conversation window and click on the “AI Smart reply” button at the top right of the “Reply”tab. The “AI Smart reply” button will be visible when there is currently no user inputted text within the message text box.
SleekFlow AI will then attempt to generate a recommended response in the message text box. You can click on the “Discard” button to cancel this action.
Refine and use the generated reply
Once SleekFlow AI has completed generating a reply, you can choose to perform the following actions:
- Discard: You can click on the “Discard” button if you no longer wish to use the generated reply. The message text box will be reset to the previous state before you click on the “AI Smart Reply” button.
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AI Writing Assistant: If you wish to refine the generated response, you can click on the “AI Writing assistant” button to bring up a dropdown list of out-of-the-box enrichment options, or write your own prompt by clicking on “Enter custom prompt”. You can also click on “Generate another reply” if you wish for the SleekFlow AI to generate a completely different response.
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Confirm: When you believe that the generated reply is suitable as a reply to your customer, you can click on the “Confirm”button and the generated reply will be inserted into the message text box that you can send as a message to your customer.
