Can AI agents respond to emails with a generative reply?

Question

Can I use AI agents to generate a reply to customer emails?

Answer

Yes. AI agents can generate full, personalized replies for customer emails, messaging, and web forms using your help center content. This is available on all Suite & Support plans and does not require messaging to be set up.

You can enable email and web forms in Admin center by creating a new AI agent for these channels or by adding them to an existing agent. For more information, see the article: Creating an AI agent to automatically resolve customer issues.

You can also trigger a generative email reply from a messaging conversation using the Generative replies block in conversation flows for advanced AI agents. For more information, see the article: Using the generative replies block in conversation flows for advanced AI agents.

Note: Email conversation flows are available by default for any new email in advanced AI agents.