Generate Replies in Chat Using AI Agent
The AI Reply Generation feature in DoubleTick helps users respond to customer messages quickly by automatically generating reply suggestions directly inside the chat.
Instead of typing a response manually, users can click the AI Writing Assistance option in the chat to generate a suggested reply based on the conversation.
The AI analyzes the previous messages in the conversation and produces a response that is relevant to the context of the discussion. This helps teams respond faster while maintaining clear and accurate communication with customers.
How AI Reply Generation Works
When a conversation is open, DoubleTick’s AI can analyze the previous messages exchanged in the chat and generate a suggested reply.
The generated reply is based on:
The context of the ongoing conversation
Previous messages in the chat
The AI agent selected in your AI Studio settings
This allows the AI to generate responses that are relevant to the discussion already taking place.
How to Generate a Reply Using AI
Follow these steps to generate a reply in chat:
Open any conversation inside DoubleTick.
At the bottom of the chat window, locate the message typing area where you normally type a reply.
On the right side of the message input box, you will see a magic wand icon.
Click the magic wand icon.
DoubleTick will automatically generate a suggested reply based on the conversation.
Review the generated message. You can edit the response if required before sending it to the customer.
Default AI Agent Selection
By default, DoubleTick automatically uses a pre-selected AI agent to generate replies.
This means that users can start generating replies immediately without additional configuration.
If your organization has multiple AI agents configured, you can choose a different one from the AI Studio settings.
How to Change the AI Agent Used for Replies
Follow these steps to select a different AI agent:
Open the DoubleTick Dashboard.
Navigate to AI Studio.
Click AI Agents.
Open General Settings.
Select the AI agent you want to use for generating chat replies.
Save the changes.
Once updated, the selected AI agent will be used when generating replies in chat.
Best Practices When Using AI Replies
To ensure the best communication with customers:
Always review the AI-generated response before sending it.
Edit the message if you want to personalize it further.
Use AI replies as a starting point to speed up your response time.
Key Points to Remember
AI replies are generated directly inside the chat window.
The feature is accessed using the magic wand icon (AI Writing Assistance) near the message typing area.
The AI generates replies based on previous messages in the conversation.
Responses can be edited before sending to the customer.
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