Reply suggestions in Text App use AI to suggest accurate answers during chats based on your business information, such as help center content, product details, and FAQ, ensuring agents always have the right response at their fingertips.
The benefits
With Reply suggestions powered by your own business information, your team delivers fast, consistent, and reliable answers:
Instant access to up‑to‑date product info, help center content, and relevant pages, right inside Text App.
Maintains consistent messaging across all agents.
Supports new team members in responding with confidence, just like experienced staff.
No need to memorize complex documentation — AI pulls the relevant info when it's needed most.
Best practices for quality suggestions
For guidance on adding your own knowledge sources for Reply suggestions, see the Knowledge hub article.
To ensure you get the most accurate and relevant reply suggestions:
Use clear, well-structured content, such as help articles, pricing pages, or product specifications, that directly address common customer questions.
Avoid overly broad or generic material that doesn't support real conversations.
Keep your content up to date so reply suggestions reflect the latest information.
Regularly review which suggestions are being used and adjust your content to improve accuracy and coverage.
How does it work?
During a chat, Reply suggestions are just a click away:
When a customer asks a question, and you want to use the Reply suggestions feature, click the icon (1) located below the message field, or press 'Space'.
Once the reply is generated, review it to ensure the information is accurate and complete. You can also click the Knowledge hub icon (2) to view the knowledge sources used to generate the response.
Click Add to message box (3) to move it to the message area. From there, you can edit it, add more details, or send it right away.
To bring it all together, Reply suggestions in Text App help your team respond faster and more accurately by surfacing AI-powered answers based on your business content.
By following best practices and keeping your knowledge sources up to date, you'll ensure that every customer interaction is supported with reliable and consistent information, regardless of who's handling the chat.
Add content to your Knowledge hub to start using Reply suggestions.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.