AI reply suggestions and the knowledge base
Press ✨ in a chat and get a draft written from how your team answered similar questions and from your docs. The agent edits it and sends it.
What the AI learns from
- Your past answers. Every agent reply is saved with the question it answered (this workspace only; emails and phone numbers removed). Press Backfill once to index your history.
- The knowledge base (Settings → Knowledge base): FAQ entries, uploaded PDF, HTML, TXT and Markdown files, and links to pages on your site.
- Policies (Settings → AI): rules the drafts must follow, e.g. “refunds on first request” or “never promise delivery dates”. Rules against asking for card details or passwords are always on.
Use it
- Open a chat and press ✨ in the composer.
- A draft appears in a second or two. When the AI does not know, it asks a clarifying question instead of guessing.
- Edit and send. Your answer becomes training material for the next draft.
Models
Drafts run on an open model on Cloudflare by default, at no extra cost to you. You can connect any OpenAI-compatible API with your own key in Settings → AI.