Use Suggest with AI when you want help drafting a customer reply from the recent conversation history.

AI suggestions can save time, but they are not a replacement for your judgment. Always read and edit the suggestion before sending it to a customer.

What you will accomplish

• Use Suggest with AI on a customer conversation that already has message history.
• Check the draft for correct names, dates, vehicles, and promises.
• Edit the draft and send it through the right channel.

Before you start

• Open the customer conversation in Inbox.
• Read the latest messages yourself first.
• Confirm any details the AI may mention, such as dates, times, vehicle names, prices, or promises.
• Do not use AI to guess about sensitive issues, payment disputes, legal terms, or safety concerns.

Create a suggested reply

1. Open the conversation

   Go to Inbox and select the customer.

2. Review the timeline

   Read the recent texts, emails, and calls.

   This helps you know whether the AI suggestion is accurate.

3. Click Suggest with AI

   Click Suggest with AI near the top of the conversation timeline.

   The app reviews recent messages and drafts a possible reply.

4. Wait for the suggestion

   You may see Analyzing conversation... while the suggestion is being created.

Expected result: A draft reply appears for you to review before sending.

Review the suggestion

Before using the suggestion, check it carefully.

• Does it answer the customer's actual question?
• Are names, vehicle details, dates, and times correct?
• Does it promise only what your team can actually do?
• Does the tone sound like your facility?
• Is it short enough for text, or should it be sent as an email?

Use, copy, or retry the suggestion

Depending on what appears, you may have several options.

1. Use as reply

   Click Use as reply when the suggestion is close and you want to place it into the composer.

   Edit the message before sending.

2. Copy the suggestion

   Use the copy button if you want to paste the wording somewhere else or keep only part of it.

3. Retry

   Click Retry if the suggestion missed the point or you want a different draft.

4. Dismiss

   Close the suggestion if you do not want to use it.

Edit before sending

Treat the AI text as a draft.

1. Remove anything uncertain

   Delete details you have not confirmed.

2. Add the real next step

   Tell the customer exactly what will happen next.

   Example: "We will stage the Huracan at the front door at 10 AM."

3. Choose the right channel

   Use Text for short replies. Use Email for longer or more formal replies.

4. Send only after review

   Send the message after you have checked the customer, the details, and the tone.

When not to use AI

• Do not use AI to approve refunds, discounts, legal terms, or contract changes.
• Do not use AI to diagnose mechanical problems without staff review.
• Do not use AI when a customer is upset and needs a personal response from a manager.
• Do not use AI to send private customer information to an unknown number or unverified person.

Troubleshooting

What to do next

After using or editing the suggestion, send the reply through the correct channel. For exact channel steps, see Send a text message from Inbox or Send an email from Inbox.