Live Support & Team Inbox Management3 min read
Sending Replies, AI Reply Assistance & Internal Notes
Write manual responses, request AI reply suggestions, and post private team notes.
Overview
Support agents can compose manual text replies, generate AI draft suggestions, write internal notes, and approve email drafts.
📍Exact Buttons / Menus in Dashboard
Send✨ AI ReplyNotesSave NoteApprove & Send Email
Step-by-Step Instructions
1Manual Reply & AI Assistance
Type directly in the composer box and click [Send] (or press Enter). Click [✨ AI Reply] at the bottom right of the composer to generate an AI-recommended response based on chat context.
🎯Exact Buttons: [Send], [✨ AI Reply]
2Posting Internal Team Notes
Click the [Notes] button at the top right of the composer to switch to note mode. Type your internal note and click [Save Note]. Internal notes display in a soft amber card and are strictly hidden from customers.
🎯Exact Action: [Notes] → [Save Note]
3Approving Email Drafts
For email conversations with AI-suggested drafts, click [Approve & Send Email] to dispatch directly or click [Edit] to modify text first.
🎯Exact Action Buttons: [Approve & Send Email], [Edit]
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