AI Assist in the Inbox

AI Assist helps agents write better replies faster without leaving the conversation. In the Resool Inbox, AI can suggest a reply based on your knowledge sources, draft an answer to a specific customer message, summarize a long conversation, and rewrite your draft with AI Prompts: change its tone, translate it, fix spelling and grammar or simplify it. When an AI agent is answering customers on a channel, the Inbox also shows what it's doing and lets you take over at any time.

#Before you begin

• AI Assist is included in the Growth and Scale plans. Each AI action uses AI requests from your plan's monthly allowance. See Usage and AI Tokens.
• You need permission to reply in the Inbox.
• Suggested replies are written from the knowledge sources and settings an admin chooses in Settings › AI Assist. See AI Assist.

#How to get a suggested reply

1. Open the conversation.
2. Click AI Assist at the top right of the reply box.
3. Click Suggest a reply.
4. The suggestion appears in the reply box. Read it, edit it if needed, and send it.

To answer one particular customer message, hover over it and click Reply with AI. The draft is put in the reply box for you to review.

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Inbox › open a conversation › AI Assist

The AI Assist menu open above the reply box with Suggest a reply and Summarize conversation, then the AI Prompts section with Change Tone, Translate, Fix Spelling & Grammar and Simplify Language, and the Manage AI Prompts link at the bottom.

File: screenshots/ai-assist-in-the-inbox-menu.png

#How to summarize a conversation

1. Click AI Assist and choose Summarize conversation. You can also click Summarize next to Add comment, or the summarize icon in the internal note toolbar.
2. The Conversation summary opens.
3. Click Copy to copy it, or Add as internal note to save it in the conversation for your team.

The summary is written in your Resool language (English or Arabic).

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Inbox › open a long conversation › AI Assist › Summarize conversation

The "Conversation summary" dialog with a short bullet-style summary of the conversation and the Copy and Add as internal note buttons.

File: screenshots/ai-assist-in-the-inbox-summary.png

#How to rewrite your draft with AI Prompts

1. Type your reply in the composer.
2. Click the AI Prompts icon (the magic wand) in the toolbar, or open AI Assist.
3. Pick a prompt:
   • Change Tone: Professional, Friendly, Empathetic or Straightforward.
   • Translate: search for and pick a language.
   • Fix Spelling & Grammar
   • Simplify Language
   • Any custom prompts your admins added, such as "Make Concise".
4. Your draft is replaced with the new version. Review it and send.

If the reply box is empty, the menu reminds you: Write something to rewrite or translate it. AI Prompts work in internal notes too.

Admins choose which prompts appear and add up to 4 custom prompts in Settings › AI Prompts. Click Manage AI Prompts at the bottom of the menu to go there. See AI Prompts.

#How to translate a customer's message

Hover over a message and click Translate. The translation appears under the original, in your Resool language. The customer doesn't see it.

#How to write a closing summary with AI

When you close a conversation, click Write with AI next to Summary in Closing Notes to draft the summary. See Closing Notes and Auto-close.

#How to work with AI agents in the Inbox

If an AI agent handles a channel, it answers new conversations first.

• The conversation header shows the AI replying badge while the agent is in charge.
• AI replies are marked with an AI badge. Click Sources under a reply to see which knowledge sources it used.
• When the AI hands the conversation to your team, it leaves a note with the reason, for example Handed off: Not in the knowledge base or Handed off: Customer asked for a person.
• Click Take over at any time to stop the AI and assign the conversation to yourself.

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Inbox › open a conversation handled by an AI agent

The conversation header with the "AI replying" badge and the Take over button, and in the thread an AI reply with its AI badge and the Sources link expanded showing two knowledge sources.

File: screenshots/ai-assist-in-the-inbox-agent.png

#FAQ and troubleshooting

#AI Assist says "Your plan doesn't include this." What do I do?

Your plan doesn't include AI. AI Assist is part of the Growth and Scale plans. An Owner can upgrade in Settings › Plan & billing. See Plans and Billing.

#The suggested reply is wrong or too general. How do I improve it?

What you can do:

• Ask an admin to add or update knowledge sources in the Knowledge Base.
• In Settings › AI Assist, turn off Reply outside the added knowledge source so it answers only from your sources.
• Add a Persona that describes the tone and role you want.

#Why does AI Assist say "This workspace reached its monthly AI limit."?

Your workspace has used its monthly AI requests. An Owner can buy more in Settings › Plan & billing. See Usage and AI Tokens.

#Can I hide a prompt my team doesn't use?

Yes. An admin can switch built-in prompts off in Settings › AI Prompts. At least one prompt must stay on.

#What's next?

• AI Assist
• AI Prompts
• Knowledge Base
• AI Agent Handoff and Testing