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AI Assist

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Getting started with AI Assist Understanding AI Assist’s Data Sources Deploying multiple AI Agents across support channels Using Smart Reply Using AI Commands

Using Smart Reply

The instructions below are for desktops and laptops only.

Smart Reply is a powerful AI-backed tool designed to help you and your team respond to customers accurately and efficiently.


Part of tawk.to’s AI Assist, Smart Reply draws from your data sources and generates suggested responses for chats and tickets in seconds. If you have multiple AI agents, you can enable Smart Reply for individual agents according to your needs.


Note: You’ll need to enable AI Assist to use Smart Reply. To learn about enabling AI Assist, check out this guide: Getting started with AI Assist


In this guide, we’ll show you how to activate and use Smart Reply in chats and tickets.

Activating Smart Reply

Follow these steps to activate Smart Reply:


1. Log in to your tawk.to account.

2. On your dashboard, select the property for which you want to activate Smart Reply. Hover over the property name to ensure you’ve selected the correct one.

3. Click Add-ons on the top menu.

4. Click Settings under AI Assist.

5. Select your AI agent.

6. In the Settings tab, scroll to the bottom and enable Smart reply.

Your changes are effective immediately.


Note: Smart Reply will be available in the channels your AI agent is assigned to.


For example, if you want to use Smart Reply with tickets but don’t want your AI agent to answer tickets automatically, assign your AI agent to Ticketing with Smart Reply enabled, and disable Apollo AI bot.

Smart Reply in Chats and Tickets
It’s easy to use Smart Reply when responding to chats and tickets. Just click Smart Reply next to Reply and Whisper.

Smart Reply only takes seconds to prepare a suggested response based on the customer’s query.

You can edit the suggestion or send it as it is. To get another suggestion, click Smart Reply again.

That’s it! It’s that easy to use Smart Reply in chats and tickets.

Note:

  • Smart Reply depends on the information available in your AI Assist data sources. The more relevant information you provide, the better Smart Reply will be at providing accurate responses. To learn more, check out this guide: Understanding AI Assist’s Data Sources

  • Refining Smart Reply responses may take time, just like training a new team member.

  • Each suggestion Smart Reply generates uses 1 message of your monthly AI Assist message usage. Once this limit is reached, AI Assist will stop responding to your chats until it resets the following month. To resume, you can buy message credits (called "overages") or upgrade your plan.

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