Agent tools: translation, reply suggestions, and phrase library

Two-way real-time translation

Messages customers write in a foreign language are automatically translated into your language for display (choose "My language" in your personal settings). You reply in your own language, and when you send, it's automatically translated into the customer's language, so the customer sees it in their own language. If you don't need translation, you can turn it off in the reply box.

Reply suggestions

When you're handling a conversation yourself, each time a customer sends a message, AI drafts 2–3 reply suggestions based on your knowledge base and the conversation. Click one to drop it into the reply box, make a few edits, and send.

Conversation summary

When a conversation is handed over to a human, AI first writes a summary: what the customer wants, what AI has already answered, and what's still missing. The agent taking over doesn't have to read the whole thread from the start.

Saved replies

Save frequently used replies, like shipping times and return policies, in Saved replies. When replying to a customer, type / plus characters from the title in the reply box to search for and insert one.

• Team replies: available to all agents, maintained by the owner and admins.
• Personal replies: visible only to you.

Write saved replies in your own language — they're automatically translated when sent to a customer writing in another language.

Usage

Translation, reply suggestions and conversation summaries all count toward your AI usage: every 5 translations count as 1 reply, and each reply suggestion or summary counts as 1 reply.