These features are available on the chat screen and allow you to:

• Respond with shortcuts and predefined messages.
• Get AI-generated suggestions.
• Create quick prompts within the conversation.
• Execute bot flows directly from the chat.

The goal is to speed up service without losing personalization or consistency.

Where are they located?

You can access them from:

Chats Screen > Quick Actions Menu (or by typing "/" in the message field)

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Quick Replies

These are predefined messages you can create and reuse to answer frequent inquiries without typing from scratch.

They allow you to:

• Speed up response times.
• Maintain consistency in communication.
• Reduce typing errors.
• Avoid repeatedly writing the same answers.

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How do they work?

• Each agent creates their own shortcuts.
• They are individual, not global.
• They are created from the chat bar.
• They are organized in a personal list.
• They are inserted with a click or by typing "/" followed by the shortcut name.

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Suggest Answers with AI

The AI proposes up to three possible responses, based on the user's last message.

It serves to:

• Get inspiration for clear or more professional wording.
• Speed up the creation of responses.
• Maintain consistency in tone and style.

This is the evolution of the “Co-pilot” feature.

Consumption is calculated by tokens and is added to the Agent Productivity module.

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Create a Prompt

A space to converse with the AI within the chat and generate useful text to respond, explain, summarize, or draft.

Common uses:

• Rephrasing a message.
• Asking for a summary.
• Adjusting the tone.
• Creating clear explanations for customers.

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How does it work?

• It is created from the quick actions menu.
• Each prompt is independent; it is not a long conversation.
• They are saved:
• • Recent: up to 20 per chat and per user.
  • Favorites: up to 20 per user.
• You can insert the result directly into the chat.

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Execute a Flow

Allows you to execute a bot flow directly from the manual conversation.

Ideal for:

• Automating part of the service without leaving the chat.
• Generating links, validating data, sending messages, or executing actions configured in the bot.
• Maintaining continuity without going to the Bot Designer.

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How does it work?

• Flows must be configured as accessible to agents.
• From the chat, you select the flow and trigger it.
• When executing it:
• • The bot automatically turns on.
  • It starts from the configured block.
  • You can then turn off the bot and resume the conversation.
• Visibility depends on the bot assigned to the chat.
• You must configure the flow buttons from Settings > Adjustments > Manual Chat.

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Feature Summary

Result: faster speed, less effort, higher quality.

Frequently Asked Questions

Do these features consume tokens?

Yes. All AI usage (suggestions and prompts) is logged within the Agent Productivity module.

What AI model do they use?

They use GPT-4.1-mini. It is not currently configurable.

Are Quick Replies global?

No, they are individual per agent.

Does the AI use the complete conversation history?

“Suggest Answer with AI” uses only the user's last message and the prompt, if applicable.

How many prompts are saved?

Up to 20 recent per user and per chat, and up to 20 favorites per user.

What flows can I execute from the chat?

Only flows configured as accessible to agents.

Do the prompts or AI-generated responses use knowledge bases?

Not yet, but it's on the roadmap.

Can I disable these features?

Yes. The module is opt-out. If you had “Co-pilot” previously deactivated, these functions will be disabled by default.

Remember to visit our Help Center for further information.