AI Reply
Generate personalized responses with an LLM, grounded in a knowledge base you provide.
AI reply is auto-reply on steroids. Instead of a static template, each reply is generated by a language model that reads the submission and your knowledge base, then writes a response in the tone, length, and style you specify. Useful for support inboxes, sales inquiries, and FAQ-style forms.
Credits, not seats
AI reply uses pay-as-you-go credits in your workspace AI credit wallet. Each generation costs a few cents depending on length. The credit widget is embedded right inside the tab so you can see your balance and top up without leaving.
Fields
| Field | What it does |
|---|---|
| Enabled | Master toggle. |
| Knowledge base | The text the model uses to ground its replies — product info, FAQs, policies, escalation paths. |
| Tone | submitter · warm · direct · formal — sets the register of the reply. |
| Length | submitter · short · medium · long — caps how long the reply can be. |
| Dos | Free-form guidelines — things the model should do (e.g. "always thank them for reaching out"). |
| Don'ts | Free-form guardrails — things to avoid (e.g. "never quote prices, never promise dates"). |
Knowledge base
Anything you put here is sent to the model alongside each submission. Good knowledge bases:
- Use bullet points and short headings rather than long prose.
- Cover the most common questions explicitly — the model is excellent at extraction, less at inference.
- Include escalation paths ("for refund questions, ask them to email billing@example.com").
Tone and length
Both settings include a submitter option, which tells the model to match the submitter's tone and rough length. Use it when you want replies to feel naturally proportional to the incoming message.
AI credit wallet
The wallet widget embedded in the tab shows your current balance in USD, quick-add buttons for top-ups, and an auto top-up panel that adds credits when your balance falls below a threshold. For the full credit workflow — manual top-ups, auto top-up rules, payment method, and transaction history — see Workspace → AI credits.
Tier gating
AI reply requires the Pro plan or higher and a positive credit balance. On lower tiers the tab shows an upgrade card; on Pro with zero credits you can still configure the reply but generations fail until you top up.
Related
- Auto-reply — the templated alternative.
- Workspace → AI credits — top-ups and history.