Available for Agent+ plan only
1. Connect Your Knowledge
AI needs access to your trusted sources so replies stay accurate and grounded.
Add your website, list of URLs, or snippets under Control Panel > Engage Library > Knowledge.
Exclude generic or irrelevant pages (like privacy policies) to avoid confusion.
Once synced, your knowledge updates automatically every week.
đ Learn more: How to Connect Your Website or Help Center to Power AI Replies
2. Create AI Prompts
Prompts tell AI how to reply: tone, style, doâs and donâts. Use multiple prompts for different situations (complaints vs compliments).
Go to Control Panel > Engage Library > AI Prompts.
Add a new prompt, define tone, emoji use, language, and context.
Fill out Doâs and Donâts to avoid off-brand replies.
Turn on Advanced Default Settings to trigger prompts automatically based on sentiment, tags, or assets.
đ Learn more: How to Set Up Prompt Instructions for Better Replies
3. Create Reply Workflows
Workflows draft replies in advance so your team only needs to approve them.
Go to Control Panel > Workflows > New Workflow.
Select Reply > AI Reply.
Pick your AI prompt and filters (keywords, sentiment, tags).
Set Action to Pending approval. Replies sent for approval will appear in Ready for Send, where an approver can review and send them.
If you select a specific approver, the reply will be automatically assigned to that person.
If you select Anyone with approval rights, the reply will appear in Ready for Send for all users with approval rights, but it will not be automatically assigned.
What happens when a reply is sent for approval
If you select a specific person in the assignee drop-down, the reply is automatically assigned to that person.
The reply will also appear in Ready for Send, where the assignee can approve and send the response.
đ Note:
If you select Anyone with approval right, the reply will appear in Ready for Send for all users with approval rights, but it will not be automatically assigned to a specific person. This prevents the item from being assigned to everyone at once.
đ Learn more: How to Generate Pre-Drafted Replies for Your Queue
Manually Assign Replies from Ready for Send
In addition to assigning replies automatically through workflows, you can also manually assign pending replies to another team member directly from the Ready for Send queue.
This allows teams to collaborate on responses and route AI-generated drafts to the appropriate person for review before they are published.
How it works:
Navigate to Engage > To Review > Ready for Send.
Locate the pending reply you want another team member to review.
Open the reply and click the dropdown arrow next to the Submit for Approval (Anyone) button.
Select the team member you want to assign the reply to.
The selected team member can then review the pending reply before it is sent.
Example: A team member reviews an AI-generated response but wants a senior colleague to check it before publication. They can manually assign the pending reply to that colleague from Ready for Send, rather than sending the response immediately.
4. Approve or Generate in Batch
Clear your queue faster with batch actions:
Batch Approve Pre-Drafted Replies: In Ready for Send, approve, reject, or archive up to 25 replies at a time. (Best for FAQs, promos, and repetitive comments.)
Batch Replying: From any To Review tab, use Batch Mode + AI Reply to generate up to 25 replies at once. This uses your default prompt (or filtered prompts if advanced settings are enabled).
đ Learn more:
5. Optimize as You Go
Even with automation, youâll need to refine for accuracy:
Check sources: If a reply uses the wrong page, uncheck it from Knowledge.
Add snippets: Fill gaps with precise instructions.
Refine prompts: Update Doâs, Donâts, and tone rules when replies feel off.
Adjust workflows: Tighten filters or create new workflows for specific scenarios.
Every improvement compounds over time. The more you refine, the stronger and more consistent your AI replies will become.