Talk to us
HomeFeaturesWho it's forOn the webSecurityPlansTalk to us

The AI agent suggests replies, and every answer is logged

Tell the AI agent who you are, what you sell and what it must never say. In the inbox it drafts the reply from the chat and your own prices. A person checks and sends it, and every answer is logged.
PLANSEvery plan
Compare plansHow it works

The problem it solves

  • Your team types the same answers about timings, delivery and prices fifty times a day.
  • A new person on the inbox quotes an old price or promises a discount you never offer.
  • Customers on WhatsApp and Instagram wait while someone looks up the answer.
  • Nobody can check later what was suggested and what was actually sent.

How it works

  1. An administrator opens Marketing > Configuration > AI Agents > New. The agent is called Assistant to start with.
  2. Fill in its tabs in plain words: Who It Is, What We Sell, Questions and Answers, and Never Say. Choose the numbers and accounts it works on, or leave them empty for all.
  3. Tick Sell in Chat on the products the AI may talk about. Their names and prices are the only prices it may give.
  4. In the inbox, press the magic wand under the reply box on a conversation. The AI reads the last 20 messages and your agent's texts.
  5. Its best reply lands in the reply box, with up to three replies as Suggested chips above it. Pick one, change it if needed, and send.
  6. When the AI thinks a person should answer, the draft says so with the reason. Every suggestion is logged under Inbox > AI Answers.

Everything it does

What the agent knows

  • Who It Is: the persona and tone; to start with "You are the friendly assistant of our business. Short, warm, clear answers."
  • Language: to start with, the language the customer writes in
  • What We Sell: what the business does and sells, where, timings, delivery and payment
  • Questions and Answers: your frequent questions with their answers
  • Never Say or Promise: for example no discounts beyond 10 %, no delivery dates, no medical advice
  • Sign Off: the line it ends with
  • Up to 60 products with Sell in Chat, with their prices and a short description

The rules it always follows

  • Uses only the facts you gave and the products' own prices
  • Never invents a price, stock, discount, date or policy; if it does not know, it says a person will reply
  • Never asks for card numbers or OTPs
  • Keeps replies short like a chat message
  • Keeps to the Never Say list

Suggesting in the inbox

  • Works on WhatsApp, Instagram, Facebook, web chat and email conversations
  • The best reply goes in the box; up to three replies show as Suggested chips
  • The chips stay until the customer writes again, so opening the chat again does not use AI credit
  • When a person should answer, the draft ends with "[The AI suggests a person answers: ...]"
  • Nothing is sent until a person presses Send

Several agents

  • One or more agents per Entity, each for some numbers, accounts and mailboxes or for all
  • A conversation uses the agent named for its number or account, else the agent with none named
  • Takes Over: the person a conversation goes to when the AI hands over (used when the AI answers by itself, Growth)
  • Changes to an agent are recorded on it

The AI Answers log

  • When, conversation, agent, kind (Suggested to a Person or Sent by the AI) and the customer's last message. Also the answer, tool rounds, who asked and the result
  • Results: Answered, Handed Over or Problem, with the error when there was one
  • Filters Sent by the AI, Handed Over and Problem; group by agent, kind, result or Entity
  • A table by week and result

Who uses it

Marketing AdministratorSets up the agents: what they know, where they work and who takes over.
Inbox staff (Marketing User)Ask for a suggestion, check it, change it and send it.
Marketing ManagerReads the AI Answers log to see what the AI suggested and where it was unsure.

Where you use it

  • Web: Marketing > Inbox (the magic wand on a conversation) and Inbox > AI Answers
  • Web: Marketing > Configuration > AI Agents, for administrators
  • The SmartMy Marketing app: Suggest replies with AI in a chat, and Stop the AI on Growth (in testing, not in the app stores yet)

What you control

Settings

  • Per agent: name (Assistant), numbers and accounts (empty: all), Takes Over, Language, Sign Off
  • Per agent: Who It Is, What We Sell, Questions and Answers, Never Say
  • Per product: Sell in Chat, which puts it and its price in front of the AI

Questions

Does the AI send anything by itself?

Not in Starter. It only drafts, and a person sends. Answering by itself is a Growth setting on the agent, Suggest Only is the default.

Can it quote the wrong price?

It may only give the prices of your products marked Sell in Chat, and it is told never to invent one. A person still reads each draft before sending.

Can we see what it suggested last week?

Yes. Inbox > AI Answers lists every suggestion with the customer's message, the answer and the result, with a table by week.

Does it answer in Hindi or Tamil?

By default it replies in the language the customer writes in. You can set a fixed language on the agent instead.

Do we need our own AI account?

No. It runs on the AI service in your SmartMy subscription and uses your plan's AI credits.

Related features

AI AND SELLINGThe AI agent answers by itself, with tools, documents and hand-overLet the AI agent answer customers by itself outside working hours, when nobody is assigned, or always. It looks up your products, searches your documents, sends a cart with a payment link and hands over to a person when it should.AI AND SELLINGChatbots with menus, questions and hand-overBuild a chatbot from menus, questions and messages, with no AI and no code. On WhatsApp its menus show as buttons or a list. It saves answers on the contact, tags people and hands the chat to a person.AI AND SELLINGChat carts and payment links, and quotations from themMake a cart in the customer's conversation and send a payment link in the same chat. When the payment comes in, the cart is marked paid and the customer is thanked there. With Sales or SmartMy Trade, the cart becomes a quotation, an order and an invoice.CHANNELS AND INBOXOne inbox for every channelWhatsApp, Instagram, Messenger, web chat and replies to your outreach emails come into one inbox. Your team assigns, tags, notes and answers every chat in one screen, with the 24-hour reply window shown on each chat.AI AND SELLINGSequences written with AI, and a first line for each personDescribe your offer and who it is for, and the AI writes a whole outreach sequence with the waits between the emails. It also writes a personal opening line for every person on a lead list, from facts you already have.

See your inbox and campaigns on it.

Tell us which channels your customers use, how leads reach you and how many people answer them. We will connect a channel with you and run your first journey.
Talk to usCompare plans