Forex CRM / Support Hub/AI Reply
AI Reply
AI-powered response suggestions for support tickets.
Overview
AI Reply is a feature that uses artificial intelligence to generate suggested responses for tickets. It analyzes the ticket content and provides draft replies that agents can review, edit, and send.
Using AI Reply
Generate AI Response
- Open a ticket
- Click the "AI Reply" button
- Wait for the AI to generate a response
- Review the suggested reply
- Edit if needed
- Send or discard
When to Use AI Reply
- Common questions with standard answers
- Initial response drafts
- When you need help phrasing a response
- To speed up response time
⚠️
WarningAlways review AI-generated responses before sending. Never use AI Reply for legal, compliance, or financial advice -- these require human expertise and proper authorization.
When NOT to Use AI Reply
- Sensitive issues requiring human judgment
- Complex technical problems
- Angry customers needing empathy
- Situations requiring specific account actions
AI Reply Features
Context Awareness
The AI considers:
- Ticket subject and description
- Previous messages in the thread
- Category and priority
- Customer history (if available)
💡
TipProvide detailed ticket context -- including clear subject lines, accurate categories, and complete descriptions -- for better AI suggestions. The more context available in the ticket, the more relevant the AI-generated response will be.
Tone Matching
The AI aims to:
- Match your company's communication style
- Be professional and helpful
- Be appropriately formal or casual
Knowledge Integration
AI can reference:
- Your knowledge base articles
- Common support procedures
- Product/service information
Reviewing AI Responses
Always Review
Never send AI responses without reviewing:
- Check accuracy of information
- Verify it addresses the actual issue
- Ensure appropriate tone
- Add personal touches
Common Edits
- Add specific details about the customer's situation
- Include relevant links or resources
- Adjust formality level
- Add follow-up questions
AI Controller Settings
Navigate to: Settings > AI Controller
Configuration Options
- Enable/disable AI Reply
- Set default AI model
- Configure response length
- Set tone preferences
- Manage AI behavior rules
Custom Instructions
Add specific instructions for the AI:
- Company-specific terminology
- Products/services to mention
- Things to avoid saying
- Required disclaimers
Best Practices
- Review every AI response - Don't blindly send
- Edit for accuracy - AI can make mistakes
- Add personal touch - Include customer-specific details
- Learn from AI - Use suggestions to improve your own writing
- Provide feedback - Help improve AI responses over time
- Know when to skip - Some situations need fully human responses
Limitations
AI Reply may not be suitable for:
- Legal or compliance matters
- Financial advice
- Medical information
- Crisis situations
- Highly emotional customers
Always use human judgment for sensitive issues.
Next Steps
- Quick Replies -- Use pre-written templates for common responses
- Managing Tickets -- View and respond to support tickets
- Settings -- Configure AI Controller preferences