AI Tools

Available AI Tools

AI Reply

Generates contextual responses based on the conversation history and your knowledge base. Uses advanced RAG (Retrieval Augmented Generation) to provide relevant, personalized answers.

Keyboard shortcut: Cmd/Ctrl + Shift + R

AI Summary

Creates structured conversation summaries with the user's objective and key discussion points. Perfect for quickly understanding long conversations or preparing handoffs.

Keyboard shortcut: Cmd/Ctrl + Shift + S

AI Rephrase

Rephrases your draft messages to sound more professional and customer-service appropriate. Maintains your original meaning while improving tone and clarity.

Keyboard shortcut: Cmd/Ctrl + Shift + P

AI Grammar

Corrects grammar, spelling, and punctuation errors in your messages without changing the meaning or style. Ensures professional communication.

Keyboard shortcut: Cmd/Ctrl + Shift + G

How to Use AI Tools

Using the AI Tools Dropdown

1. Click the AI Tools button in the chat input area
2. Select your desired tool from the dropdown menu
3. The result will appear in the message input field

# Click "AI Reply" to generate a contextual response
# The tool analyzes recent messages and knowledge base
# Result appears ready to send or edit

# Click "AI Summary" to create conversation overview
# Tool generates structured summary with key points
# Summary appears as a private note in the chat

# Type your draft message first
# Click "AI Rephrase" to improve the wording
# Professional version replaces your original text

# Type your message with potential errors  
# Click "AI Grammar" to fix mistakes
# Corrected version appears, preserving your style

Keyboard Shortcuts

For faster workflow, use keyboard shortcuts when the chat input is focused:

• Cmd/Ctrl + Shift + R - AI Reply
• Cmd/Ctrl + Shift + S - AI Summary
• Cmd/Ctrl + Shift + P - AI Rephrase
• Cmd/Ctrl + Shift + G - AI Grammar

Mobile Usage

On mobile devices, access AI tools through the menu button (≡) in the input area.

AI Reply Features

The AI Reply tool provides intelligent responses by:

• Analyzing conversation history - Reviews recent messages within a time window
• Understanding user intent - Identifies what the customer is asking
• Retrieving context - Searches your knowledge base for relevant information
• Generating responses - Creates appropriate replies in the conversation's language

AI Summary Details

Summaries include two main sections:

1. User's Objective - A short sentence describing what the customer wants
2. Key Points - Up to 4 bullet points highlighting important conversation details

Best Practices

For AI Reply

• Use when you need quick responses to complex questions
• Review and edit generated responses before sending
• Works best with established conversation context

For AI Summary

• Generate summaries for long conversations before escalation
• Use when handing off chats to other agents
• Helpful for quality assurance and training

For AI Rephrase

• Draft your message naturally first
• Use for customer-facing communications
• Maintains your personal communication style

For AI Grammar

• Write quickly, fix later
• Use for non-native language communications
• Preserves your intended meaning and tone

Troubleshooting

Tool not available?

• Verify you have the required permissions
• Check if your organization has configured AI models

Poor results?

• Ensure sufficient conversation context
• For AI Reply, configure knowledge base articles
• Try rephrasing your input more clearly

High usage costs?

• Use tools selectively rather than for simple messages
• Consider organization's billing tier and limits

The AI tools integrate seamlessly with your workflow, providing intelligent assistance while maintaining the personal touch customers expect.