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.
2. Create AI Prompts
Prompts tell AI how to reply — tone, style, do’s and don’ts. 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 Do’s and Don’ts to avoid off-brand replies.
Turn on Advanced Default Settings to trigger prompts automatically based on sentiment, tags, or assets.
📌 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 so all drafts land in your Ready for Send queue.
📌 Learn more: How to Generate Pre-Drafted Replies for Your Queue
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).
📌 Learn more:
5. Optimize as You Go
Even with automation, you’ll 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 Do’s, Don’ts, 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.
💡 Quick Recap:
Knowledge = what to say
Prompts = how to say it
Workflows = when to draft it
Batching = how to scale it
Together, these unlock fast, accurate, and safe replies at scale.