We’ve launched AI-powered suggested responses to help your team reply faster to support requests. These responses are generated using your previous customer conversations in Plain, along with your own docs or knowledge base – so they’re accurate and tailored specifically to your product and workflow. 

AI for B2B support is crucial to get right – it needs to be able to generate responses with the unique context of your product in mind. Our suggested responses speed up the time it takes your team to give detailed and helpful replies to your customers, without losing the human touch. 

When you’re given a suggested response in a thread, you can: 

• Accept and send exactly as it’s been suggested 

• Edit the suggested response before sending it to your customer 

• Discard the suggested response and write your own.

How to get started with suggested responses 

1. Turn on Plain AI and suggested responses in your workspace

Go to the “Plain AI” settings in your workspace. Toggle “Plain AI” and “Suggested responses” on. Once you’ve enabled both of these features, you’ll start seeing suggested responses in each of your support requests. Check out our docs for more detailed instructions. 

2. Add your knowledge sources

To give more context and generate better suggested responses – you can add your docs, knowledge base, or any other public URL through the “Knowledge Sources” settings or the Plain CLI. If you skip this step, suggested responses will be generated only using your previous replies. 

Suggested responses are available now for all scale tier customers. If you'd like a demo or are keen to hear about our upcoming AI features, you can book a call with us here.