Some conversations you don't want to leave to a bot. A wholesale customer asking for prices, a lead asking for a quote, someone who wrote in upset. Those you want a person on your team to answer. The problem is that person writes the same reply twenty times a day, and each one costs three minutes of reading the thread, finding the number and writing it out.
Now you can ask your agent to write the draft. Smart Reply is a button in the inbox composer row. You press it, and the reply shows up in the text box, ready for you to read, edit and send yourself.
What it actually writes
This is not a generic model producing something that sounds right. It is the same agent you already have configured: its voice, its policies, its knowledge of your business.
Before it writes, it reads the whole conversation, including the replies your team already sent, who the customer is, which initiatives they are in and what you have answered them before. That is why it answers what was actually asked and does not repeat what someone already said two messages ago.
Nothing goes out on its own
This is the important part and it is by design. Smart Reply does not send, does not close the conversation, does not schedule follow-ups and leaves no trace. All it does is put text in your box. If you don't like it, you clear it and nothing happened.
The agent is told explicitly that it is drafting for a teammate who will review and send, not talking to the customer. That is why it writes a single message, does not sign off for you and does not promise things it cannot deliver.
Where it shows up
In the composer of any conversation you can reply to. On WhatsApp it needs the 24-hour window open, the same as writing any free-text message. And it needs your workspace's agent to be configured; if it isn't, the button tells you instead of inventing a reply.
The more your agent knows, the better the drafts
If you have price lists, catalogs or policies, upload them under Settings › Files and the agent will be able to read them and use them while it drafts.
Smart Reply is available in every workspace.
