AI Tools
The Actions menu on a conversation has five AI tools — draft a reply, summarize the conversation, rephrase your text, fix its grammar, or pull up what the AI knows about the visitor's question.
Opening the AI tools
Tap the menu button beside the message box to open Actions — the rest of that screen is covered in Conversations. The AI tools sit under the AI TOOLS heading, above INSERT and START, which hold the templates, articles, forms and workflows covered in Insert & Start. They run on the same AI, with the same knowledge, as the dashboard — nothing about the results changes because you're on the phone.
The five tools
AI Reply
Drafts an answer from the conversation and your knowledge, and puts it in your message box for you to edit. Nothing is sent automatically — review the draft before you send it.
If the AI found nothing to base the answer on, it warns you: "AI didn't find any context to base the result on. Please review the answer." Treat that as a reason to check the draft especially carefully, not just decoration.
AI Summary
Posts a summary of the conversation into the thread as a private panel — it does not go into your message box. Useful when you pick up somebody else's long conversation and need to catch up fast.
AI Rephrase
Rewrites what you have already typed. It's greyed out with Type a message first until there's something in the box.
AI Grammar
Fixes spelling and grammar in what you typed, without changing the meaning. It also needs text in the box first.
AI Context
Posts a private panel showing what the AI knows about the visitor's question, with the sources it drew from. Tap a source to read the passage it came from.
Two things stop it, and it says so plainly instead of failing silently:
- No AI knowledge base is connected to this conversation.
- The visitor hasn't asked anything yet.
The panels in the thread
AI Summary and AI Context both appear as panels between the messages, not as chat bubbles. A panel you just created opens automatically; older ones stay folded until you tap them to expand. Both are marked "only visible to you" — the visitor never sees them, the same private/public distinction covered in Visibility.
When a tool needs something first
| Tool | Needs |
|---|---|
| AI Rephrase, AI Grammar | Text already typed in the message box |
| AI Context | The visitor has asked a question, and AI knowledge is connected to that brand |
| AI Reply | Works best when the brand's Knowledge has something to answer from — it still drafts something without it, just more generically |
What is not on the phone
Explain AI answer — the tool that shows why Vex answered the way it did — and the keyboard shortcuts for these tools only exist in the dashboard. See the dashboard's AI Tools article for both.