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AUTOMATION AND AI
Reply suggestion
A reply suggestion is a draft response the AI writes for a human agent inside the inbox composer, based on the conversation so far and the knowledge base, which the agent can send as is, edit, or discard. It keeps a person in the loop while removing most of the typing, and it is the safe middle ground for teams not ready to let a bot reply on its own.
quick replyai agentconversation summaryai replies
Why it matters
Suggestions raise agent speed without the risks of autonomous replies, and they train the team on the knowledge base: if the suggestion is wrong, the source is wrong. They also help with languages an agent is weaker in.
In VGraple CRM
The sparkle button in the composer drafts a reply from the thread and the channel's knowledge base; agents edit and send, and quick replies remain available for fixed answers. Suggestions are available on Growth and above.