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AI Assistant

Suggested replies

Let AI draft responses for your agents to review, edit, and send.

AI suggested replies

When an agent opens a conversation, Winora can automatically generate a draft reply based on the conversation history and your knowledge base articles.

How to use

  1. Open a conversation in Inbox or Workspace.
  2. Click the AI suggest button (✦) in the message composer toolbar.
  3. The AI generates a draft and inserts it into the composer.
  4. Review, edit if needed, and send.

Improving suggestions

Suggestions are based on:

  • The conversation history
  • Your published knowledge base articles
  • Tone and style learned from past resolved conversations

The more KB articles you publish, the more accurate suggestions become. See Training with your KB for tips.

AI improve draft

If you have already written a reply, click AI improve to let the AI refine the tone, fix grammar, or make it more concise - without changing the meaning.

Turning suggestions off

If a specific agent prefers not to see suggestions, they can disable them from their profile settings.