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

   Above the message timeline, click Suggest with AI (sparkle icon).

   The app reads recent texts and emails in this conversation and drafts a possible reply.

   Why this helps: You still write the final message, but you do not have to start from a blank screen when the customer asked several questions at once.

4. Wait for the suggestion

   You may see a loading state while the suggestion is being created. This usually takes a few seconds.

   Expected result: A box titled AI Suggestion appears above the timeline with draft wording you can review. You may also see recommended actions—short suggestions for next steps such as looking up a vehicle or checking the schedule.

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?
• Do any recommended actions match what your team should actually do next?

Use, copy, or retry the suggestion

Inside the AI Suggestion box, you may see buttons along the top. They can include:

• Copy — copies the draft to your clipboard so you can paste part of it elsewhere.
• Retry — asks the app to write a new draft if the first one missed the point.
• X — closes the suggestion panel without using the text.
• Use as reply — when available, places the draft directly into the Text message… or Write your email… field at the bottom.

1. Read recommended actions first

   Below the draft text, you may see short recommended actions (for example suggestions to check a car or open Schedule).

   Why this helps: The AI may notice that the customer asked about an appointment or vehicle. Use these as a checklist—not as automatic changes.

2. Use as reply (when available)

   Click Use as reply when the suggestion is close and you want it in the message box.

   Expected result: The draft appears in the composer at the bottom. Edit every detail before sending.

3. Copy the suggestion

   Click the copy icon if you want to paste only part of the wording or move it to another channel.

4. Retry

   Click Retry if the suggestion missed the point or used the wrong vehicle, date, or promise.

5. Dismiss

   Click X to close the panel if you prefer to write the reply yourself.

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.