Choose a provider
Select OpenAI, Gemini, or another supported provider in Widget Settings → AI Reply.
Developer documentation
AI Reply
AI suggestions, auto-replies, and knowledge-base RAG.
Dashboard: Widget Settings → AI Reply
Use AI to suggest replies for agents or automatically respond when keyword bots and data lookup do not match. Pro+
Setup
Add your API key
Bring your own API key (BYOK). Keys are stored encrypted on your site record.
Enable features
Turn on AI Suggest (agent button) and/or AI auto-reply (automatic responses).
Capabilities
AI Suggest
Agents see an “AI Suggest” button in the inbox to draft a reply based on conversation context.
AI auto-reply
Automatically reply when data lookup and bot templates do not match. Runs last in the reply chain.
Knowledge base (RAG)
Ground AI answers in your knowledge base articles for accurate, on-brand responses.
System prompt
Customize the AI personality, tone, and instructions for your brand.
Per-conversation control
Disable AI for a specific chat via conversation settings. Useful when a human agent should handle sensitive cases.
Agents can also request a one-off suggestion: POST /api/agent/conversations/{id}/ai-suggest