Use AI help in a conversation

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can use the AI actions. Read-only users see only the AI results that already exist; they cannot ask for new ones. Your administrator decides which AI help is available: see What your administrator controls.

AurionAI can suggest a reply, summarize a conversation, rewrite your text, suggest a priority and a category, and find knowledge base articles. Everything the AI produces is a suggestion. Nothing goes to the customer until you read it and select Send reply yourself.

Prerequisites

• Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
• To ask the AI for something, your base role is Agent, Supervisor, Admin or Owner, or an additional role gives you Manage conversations.
• You opened the conversation from Inbox, not from a link that ends in shared=1.

The AI Command Center

The panel AI Command Center is in the right column of the conversation. On a smaller screen, it is below the conversation. AurionAI fills it when you open a conversation that has at least one message.

It can show these parts:

• Suggested Reply: a reply written by the AI. AurionAI writes a new one when the last message comes from the customer.
  • Edit & Send puts the text into the reply box at your cursor. The box shows the label AI Draft. Edit the text, then send it. To remove the label, select the x next to it.
  • Copy Draft copies the text.
  • Bad suggestion asks the AI for a new suggestion.
• Classification: the priority, category and type that the AI suggests, with its confidence. When a value differs from the current one, select Accept to use it, or Accept All for all of them.
• KB Matches: knowledge base articles that may answer the question. Insert in reply adds a link to the first article to your reply. If that article has no public link, it adds only the title, in bold. An internal article has the tag Agents only and no Insert in reply. Select its title to read it in the window Article preview and insert parts of it as text. Read Agents only articles. To choose another article, use KB Article in the reply box: read Insert a knowledge base article.
• Similar Conversations: earlier conversations about the same problem. Select one to open it.
• Summary: a short summary of the conversation.

When new messages arrive, the panel shows Analysis may be outdated. Select Re-analyze to update it. Admin and Owner users also see a link AI Settings to the AI settings of the organization.

Get AI help in the reply box

Draft or summarize from the AI bar

A row of AI buttons sits above the text box when the tab Reply is selected:

• Draft reply writes a full reply and puts it in the text box. In an email, your signature is added. It replaces what you already typed.
• Summarize opens an internal note with a summary of the conversation. Your reply is not changed.
• Rephrase rewrites the text you selected in the text box, in the style you choose. Select some text first; until then the button is grey.

Rewrite your text

1. Type your reply.
2. Below the text box, select Rephrase.
3. Choose a style: More formal, More friendly, Shorter or More detailed.
4. The rewritten text replaces your text, and the label AI Draft appears. Read it and correct it before you send. To get your own text back, press Ctrl+Z (Cmd+Z on a Mac).

Rephrase works only when the text box contains text. It rewrites the plain text: bold, lists and links are lost.

Use the AI actions above the messages

Above the messages, select AI Actions and choose:

• Draft Reply: writes a reply into the reply box. It replaces what you typed.
• Summarize: opens a private note with a summary of the conversation. Send the note to keep the summary for your team. Read Write internal notes and mention colleagues.
• Classify: the AI classifies the conversation and a message shows the priority, category and confidence.

Auto-triage

In the bar at the top of the conversation, select Auto-triage. On a phone, it is under More. The AI sets the priority, the category and the type of the conversation. It does not change the assignee. The message Auto-triage applied appears. Check the new values in the properties of the conversation, and change them if they are wrong. When the AI has nothing to change, for example when AI classification is turned off for this channel, the message Auto-triage found nothing to change. appears instead.

What your administrator controls

Your administrator decides which AI help is available. The settings are in Configuration, in the AI section:

• On the pages Auto-Resolution and Auto-Classification, the administrator turns a feature on or off for all channels at once. Read Auto-resolution and Auto-classification.
• On the page AI Coverage, the administrator turns a feature on or off for one channel, for example email or WhatsApp. Chat and web widget conversations follow the email setting. Read AI coverage.

Your organization also has a daily AI limit that depends on its number of users. Each kind of AI help has its own limit. Opening a conversation that already has AI results does not count.

Result

The AI result is in the panel, in the reply box or in a note. Nothing is sent to the customer and no field changes until you send, select Accept, or use Auto-triage.

If something goes wrong

• The panel shows Send a first message to enable AI analysis. The conversation has no message yet. The AI starts when there is a message.
• There is no Suggested Reply. The last message is not from the customer, or your administrator turned off Auto-Resolution for this channel.
• Draft reply or Draft Reply is grey. Your administrator turned off AI replies for this channel. Write your reply yourself, or ask your administrator.
• The message Analysis may be outdated stays. Select Re-analyze.
• A message says Your organization's daily AI limit has been reached. Please try again tomorrow. Your organization used its AI help for today. Continue without AI, and try again tomorrow.
• A message says there were too many requests. You asked the AI many times in one minute. Wait a moment and try again.
• The Suggested Reply uses an internal article. The AI can use Agents only articles to write the reply, but the reply never contains a link to them. Check the text before you send it: it must not give internal details to the customer.
• The AI suggestion is wrong or in the wrong tone. Do not send it. Correct the text, select Bad suggestion, or write the reply yourself.
• You cannot see the AI buttons, or they do nothing. Your role cannot ask the AI, or you opened a link that ends in shared=1. Read What your role allows in the inbox.

Related articles

• Reply by email
• Reply on WhatsApp
• Insert a knowledge base article
• Write internal notes and mention colleagues
• Claim or assign a conversation