AI Assistant
The Inbox AI Assistant is a copilot for the human agent: it suggests replies based on the conversation history and your Knowledge Base. It doesn't reply automatically — the agent reviews and sends.
When to use it
When a human agent is in agent mode and needs help drafting consistent replies or replies based on your company's information.
Steps
- 1In the conversation, activate the AI Assistant (toggle or button in the reply panel).
- 2The assistant generates a suggested reply based on the client's last message and history.
- 3Review the suggestion. You can edit it before sending.
- 4Click «Send» to confirm sending.
- 5The assistant never sends on its own — it always requires agent confirmation.
Reference
- Model
- Configurable per account. Uses the configured AI connector (OpenAI, Anthropic, OpenRouter, etc.).
- Context
- The assistant receives the last N messages of the conversation as context.
- Knowledge Base
- If KB files are loaded, the assistant queries them before suggesting a reply.
- max_tokens
- Configurable. Recommended ≤1024 for messaging responses.
- Cost
- Each generated suggestion consumes tokens from the configured AI connector. Cost depends on the chosen model.
Common errors
- Assistant not generating suggestions
- Verify the AI connector is correctly configured and the API key is valid.
- Suggestions are off-context
- Increase the number of history messages the assistant receives as context.
Next step
Learn to organize and use labels with statistics.