Suggested Responses

Suggested responses are shown for incoming support requests. The responses use information from past support requests and optionally your Knowledge Sources.

To enable suggested responses go to Settings → Plain AI and toggle the suggested responses setting.

Once enabled, they will be visible in the composer, when a suggested response is available, which can then be brought into the composer, for editing or sending.

To index your documentation and add context for suggested responses, check out our Knowledge sources documentation.

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UI Options

Suggested responses can be hidden on a user level basis by clicking on your profile avatar in the bottom left of the screen and navigating to Preferences -> UI preferences.

Here a user can toggle the Show suggested responses setting, and when disabled, they will no longer appear in the thread view.