Configure AI-drafted replies
Set tone, approval rules, and brand voice for AI in the inbox.
AI-drafted replies appear as suggestions in your inbox — never sent without a human click. Settings here control the tone, scope, and whether each draft is auto-suggested or only on-demand.
- Open AI → Settings → Replies.
- Pick the brand voice (Professional, Friendly, Casual, Bold).
- Toggle Auto-suggest on if you want a draft for every incoming message; off if you only want it on click.
- Set the Approval rule: Always require a click, or Auto-send if confidence ≥ 95% (advanced).
- Save.
Auto-send is off by default. If you turn it on, set escalation keywords (refund, complaint, legal) so any message containing them always routes to a human regardless of confidence.