The AI agent in the inbox
Goal. Know what the AI agent does in conversations, how to turn it on or off in each one, and how to use AI to draft, correct or summarise without letting it reply on its own.
Prerequisites. An AI provider connected by an administrator in "Settings" › "Integrations" and the agent configured in "Settings" › "AI assistant". Without a provider, the inbox answers "AI did not reply: connect Gemini or enable AI on this conversation.".
The agent per conversation
In the thread header, the round button with the agent's photo shows its state: "AI on" or "AI off". Clicking it opens a menu to turn it on or off and, if the company has several agents, to choose which one handles that conversation. In the list, conversations with the agent on carry the "AI" badge, and the "AI on" filter gathers them.
With the agent on, every new client message gets a reply from the agent, shown in the thread under its name. The agent pauses itself when a person joins the conversation or replies; to have it take over again, turn it back on from the menu.
When the agent cannot continue, it hands the conversation to the team and sends the notification "The AI assistant needs a human". If it proposes an appointment, the notification "Appointment proposed by the AI assistant" asks you to confirm it.
Suggesting a reply
On the "Reply" tab, the "Suggest with AI" button drafts a reply from the conversation and places it in the composer. The draft is never sent on its own: review it, edit it and click "Send" when you are satisfied.
Transforming what you wrote
The "AI" button in the composer acts on the text you have already typed:
- "Change tone": "Professional", "Friendly", "Empathetic" or "Direct".
- "Translate": "To Spanish" or "To English".
- "Fix spelling".
- "Simplify".
- Below, the company's own prompts defined in "Settings" › "AI assistant".
The button stays disabled until the composer has text.
Summarising the conversation
The document icon in the header, "Summarize", opens "Conversation summary" with a summary generated by the AI. Email threads are not summarised: data received from Gmail is never sent to AI providers, and the inbox says so with "Email threads are not summarized with AI".
Testing the agent from the web channel
In a web channel conversation, the "As client (test)" button lets you write as if you were the client. The agent replies in the thread, so its behaviour can be checked before exposing it to real clients.
Troubleshooting
- "AI did not reply: connect Gemini or enable AI on this conversation". No AI provider is connected, or the agent is off in that conversation. Turn it on from its button; if it persists, an administrator must review "Settings" › "Integrations".
- "The AI assistant failed. Check the Gemini connection". The provider returned an error. Try again and, if it repeats, check the provider's key and balance.
- The agent answers things it should not. Adjust its instructions and knowledge base in "Settings" › "AI assistant", and use "As client (test)" to check.
- "Summarize" is missing on a thread. It is an email thread; by design it is not summarised.
