Inbox AI drawer: summaries, draft replies and rewrites

Overview#

Under the reply box in Chat there's an optional AI drawer. It can summarize the conversation, suggest the office's next step, draft a reply, or rewrite what you typed in a friendly, concise or formal tone. Drafts only fill the reply box. Nothing goes out until you press Send.

Before you start#

• You need a role that can work the inbox (Owner, Admin, Dispatcher or CSR).

• AI must be connected, Inbox drawer must be on in Settings › AI, and Show AI assists must be on for you.

Steps#

1. Go to Calls › Chat and pick a conversation.

2. Next to Send, click AI. The drawer opens under the reply box. It stays open or closed the way you left it.

3. Click Summarize to see a short summary and a Suggested next step. Click Why? to see what it's based on.

4. Click Draft reply to put a suggested reply in the reply box. Pick a Tone first if you like.

5. Or type your own reply, then click Rewrite to have it reworded in the chosen tone.

6. Read and edit the text. It's marked AI draft until you change it.

7. Press Send.

Settings that change this#

• Settings › AI › AI assists › Inbox drawer: off hides the drawer for everyone.

• Settings › AI › Daily AI limits › Inbox drawer: a daily cost limit.

Tips#

• The drawer lists AI activity on this conversation: who summarized, drafted or rewrote, and when.

• Replies are kept under 300 characters and never include prices or times that weren't already agreed.

Troubleshooting#

• No AI button → the drawer is off for you (see the overview article) or AI isn't connected.

• "Write something in the reply box first" → Rewrite needs your text. Use Draft reply instead.

• Someone else is handling this conversation → take it over first; the AI drawer appears with the reply box.

FAQ#

Can the AI send the text for me? No. Only the Send button sends.

Does the customer's phone number go to the AI? No. Phone numbers and emails are removed first, and only a first name is used.

Coming from ServiceTitan#

Chat works like ServiceTitan's Calls › Chat. The drawer is extra; ServiceTitan has no equivalent.