Using Reply suggestions

Reply suggestions in Text App use AI to suggest accurate answers during chats based on your business information, such as help center content, product details, and FAQ, ensuring agents always have the right response at their fingertips.

The benefits

With Reply suggestions powered by your own business information, your team delivers fast, consistent, and reliable answers:

• Instant access to up‑to‑date product info, help center content, and relevant pages, right inside Text App.

• Maintains consistent messaging across all agents.

• Supports new team members in responding as confidently as experienced staff.

• No need to memorize complex documentation—AI pulls the relevant info when it's needed most.

Best practices for quality suggestions

For guidance on how to add your own knowledge sources, check out this helpful guide: Knowledge Hub.

To ensure you get the most accurate and relevant suggestions:

• Use clear, well-structured content, such as help articles, pricing pages, or product specifications, that directly addresses common customer questions.

• Avoid overly broad or generic material that doesn’t support real conversations.

• Keep your content up to date so suggestions reflect the latest information.

• Regularly review which suggestions are being used and adjust your content to improve accuracy and coverage.

How it works?

During a chat, reply suggestions are just a click away:

1. When a customer asks a question and you want to use the Reply suggestion feature, click the icon located below the message field, or use a shortcut: CTRL + Option + C (macOS) or CTRL + ALT + C (Windows).

2. Once the reply is generated, review it to ensure the information is accurate. You can also click the File icon to view the sources used to generate the response.

3. If you’d like a different version, use the Regenerate icon to generate a new suggestion.

4. When you're satisfied with the response, click Use to move it to the message area. From there, you can edit it, add more details, or send it right away.

To bring it all together, Reply suggestions in Text App help your team respond faster and more accurately by surfacing AI-powered answers based on your business content. By following best practices and keeping your knowledge up to date, you’ll ensure that every customer interaction is supported with reliable, consistent information, no matter who’s handling the chat.

Add content to your Knowledge Hub to start using Reply suggestions!