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Drafting replies with AI in the inbox

Use the AI button or the Copilot tab to get a draft of your next reply, check and edit it, then send it yourself.

How-to

On this page

The AI button in the inbox reply box writes a draft of your next reply. You read it, change what needs changing, and press Send. It never sends anything on its own. This is separate from the AI agent answering customers by itself: here a person is always the one who sends.

Get a draft with the AI button

  1. Open the conversation in the Inbox.
  2. Press AI in the reply box, next to Send. Its tooltip reads Draft a reply with AI. While it works, the button reads Drafting….
  3. The draft appears in the reply box. Read it, edit it, and press Send.

The button works whether Copilot for me is on or off, and whether or not the AI agent is switched on for customers.

Or use the Copilot tab

The right-hand panel has a Copilot tab. Open the panel with the Contact & Copilot button in the conversation header if it is hidden.

  1. Turn on Copilot for me. It is a personal setting: it changes only your view, not your teammates'.
  2. Press Generate. The draft appears under Copilot · suggested reply.
  3. Press Insert reply to copy it into the reply box, or Rephrase for another version.

Both ways produce the same kind of draft. The tab lets you read it before it goes into the reply box. The button is one press.

Press once and wait. Either way, every press is a new AI request and uses AI tokens from your plan.

What the draft is based on

  • The conversation so far. The customer's latest message and up to 40 messages before it. For a photo or voice note it only knows that one was sent. It can't see or hear what's inside, so check those yourself.
  • Your AI agent setup. The same knowledge base, business description, tone and guidelines the AI agent uses. When a draft gets a fact wrong, fix it in the knowledge base and both the drafts and the agent improve.
  • Written as you. The draft never says it is an AI and never offers to "pass this to a colleague", because you are the colleague. It contains only the message, with no notes or options around it.
  • Plain text. Formatting is removed so the customer gets exactly what is in the box.
  • Words only. A draft never takes actions such as sending a payment link, and handover keywords don't apply to it.

When the draft doesn't appear

  • You typed while it was drafting. Your own words win, and the draft is thrown away. Clear the box and press AI again if you still want it.
  • You switched conversations. A draft written for another customer is thrown away.
  • The AI agent is handling this conversation. The AI button and Copilot for me are hidden, because the agent is doing the replying. Press Take over on the banner first. See handover and guardrails.
  • The reply box is locked. On WhatsApp, once the 24-hour service window has closed you can only send a template, so the button is disabled too.
  • "Couldn't draft a reply — try again, or write it yourself". Try once more. If it keeps failing, check two things. First, whether the plan's AI usage for this period has run out (plans and usage). Second, the role of the person pressing the button. Drafting needs only permission to reply to the conversation, so every built-in role — Administrator, Agent and Front Desk — can use it (members and roles). A custom role without reply permission can't.

Good habits

  • Check every number. Prices, dates and stock come from your knowledge base, which can be out of date. The draft is a starting point, not a source.
  • Keep your own voice. Shorten it, add the customer's name, remove anything you wouldn't say. The customer sees the message as coming from you.
  • Fix the cause, not only the draft. If you correct the same fact twice in a week, it is missing or wrong in the knowledge base.
  • Your edits teach it. When you change a draft before sending it, Juno notes the difference. Once several edits point the same way, the AI proposes a change to your knowledge under The AI suggests a change on the Knowledge base screen, for an administrator to approve or reject. Nothing changes until someone approves it (more).

Where to go next