Knowledge-backed drafts
Bind policies and FAQs so suggestions cite the same source of truth.
Assist
Conversation AI
Help agents answer faster with knowledge-backed suggestions inside the inbox. Completions are metered and never auto-send unless you choose that path.
Andi Wijaya
WhatsApp · sizing question
Do you have size 42 in black?
Checking stock now — one moment.
Also, can it ship tomorrow?
Type a reply or insert AI suggestion…
A grounded draft beside the thread — insert when it sounds right.
The problem
Speed should not mean guessing the policy
Suggestions pull from your knowledge bindings and sit next to the composer. Agents review tone, then insert — nothing ships until a human says so.
Andi Wijaya
WhatsApp · sizing question
Do you have size 42 in black?
Checking stock now — one moment.
Also, can it ship tomorrow?
Type a reply or insert AI suggestion…
Capabilities
What teams get
Assist that stays inside the same inbox your team already works.
Beside the composer
Open AI assist on the thread — insert or discard without leaving the chat.
Metered completions
Usage tracks to your Social plan so capacity stays predictable.
Human approval by default
Nothing auto-sends unless you deliberately choose that path.
How it fits
Ground. Suggest. Approve.
- 1
Bind your knowledge
Attach the policies and product notes agents should lean on.
- 2
Open assist on the thread
Generate a draft from the conversation and your bindings.
- 3
Insert after review
Edit tone if needed, then insert — send stays with the agent.
In the workspace
From knowledge to reply
1
Bind your knowledge
Sources stay visible on each suggestion.
2
Open assist on the thread
The panel sits beside the composer.
3
Insert after review
No surprise auto-replies.
Use cases
Built for daily ops
Speed
Faster first replies
Draft a response from knowledge while the agent reviews tone.
Consistency
Consistent answers
Keep policy language aligned across the roster.
Ramp
Training ramp
Help new seats reply with the same source of truth.
Related products
Other parts of the Social Workspace that connect to this flow.