How does AI help my support team with response suggestions?
SendSeven's AI response suggestions analyze the customer conversation and suggest an answer from your knowledge base. Your agent types /ai in the chat, reviews the suggestion with its confidence score and source, and decides: accept, edit, or reject. Result: 44% faster resolution, 35% more consistency. From EUR 79/month (Professional).
Respond faster,
advise better.
Your team no longer types replies from scratch. AI suggests them, drawn from your knowledge base. One click, and the answer is on its way.
Same question, ten different answers
A customer asks about delivery times. Agent A says '3-5 business days.' Agent B says '1 week.' The new hire searches for 10 minutes and replies hesitantly. The customer notices: this team isn't on the same page.
For growing businesses, this is a familiar problem. Every team member phrases things differently, knows different details, has different experience. Only 23% of companies deliver consistent answers across two channels. Across three channels, it drops to just 8%.
New hires take an average of 21 days before they can respond confidently on their own. During that time, they tie up experienced colleagues who explain, correct, and follow up. And those experienced agents? They're typing the same answers for the hundredth time. 76% of customer service agents report burnout from repetitive tasks.
The result: slow replies, inconsistent communication, and a team that spends more time typing than actually solving problems.
AI suggests, your team decides
SendSeven's AI response suggestions analyze the customer conversation and suggest an answer from your knowledge base. Your agent reviews, adjusts, and sends with one click.
Here's how it works: A customer writes via WhatsApp. Your agent opens the conversation in the Unified Inbox and types /ai. The AI searches your knowledge base, finds the right answer, and displays it as a suggestion, complete with a confidence score and source reference.
Your agent has three options: accept the suggestion as-is, edit it and then send, or dismiss it and write their own reply. The same works on Email, Live Chat, and Telegram.
The key difference from a chatbot: here, the AI doesn't reply to the customer. Your agent does. The AI is the tool; the human is the final authority. Customers always talk to a real person.
Measurable results
Teams with AI response suggestions work faster, more consistently, and with greater satisfaction.
One command, instant answer
Type /ai in any conversation and the AI analyzes the context: What did the customer ask? What does the knowledge base say? The suggestion appears in seconds, with a confidence score and source reference. Alternatively, search the knowledge base directly with /kb.
- /ai analyzes the conversation and suggests a context-aware answer
- /kb searches the knowledge base for a specific term
- Confidence score shows how certain the AI is about the answer
- Source reference: your agent sees exactly where the answer comes from
Accept, edit, or dismiss
Every suggestion offers three options. Does the answer fit? One click on 'Use' and the text is inserted into the reply field. Not quite right? Edit it, then send. Completely off? Dismiss it and write your own. The human always has the final say.
- Use: suggestion is inserted directly into the reply field
- Edit: adjust the text, change the tone, add details
- Dismiss: write your own reply when the suggestion doesn't fit
- The AI doesn't replace anyone. It's a tool for your team.
One knowledge base, one standard
No matter who replies or on which channel: the AI always draws from the same knowledge base. New hires give well-informed answers from day one. Experienced agents save typing time on standard questions. The result: consistent communication without training marathons.
- All team members use the same knowledge base for suggestions
- New hires are productive faster (50% shorter onboarding)
- Cross-channel: WhatsApp, Email, Live Chat, Telegram
- Sub-knowledge bases for different topics or products
AI assists. Humans decide.
79% of customers prefer a human agent for complex issues. AI response suggestions put the right information in your team's hands, but the decision on tone, empathy, and context is always made by a person.
- 79% of customers prefer humans for complex issues
- AI delivers the information, the human decides the tone
- Zero risk: nothing is sent automatically
- Ideal entry point for AI: low risk, immediate value
ROI in numbers
What this looks like in practice
An insurance brokerage with 12 employees handles 90 inquiries per day across email and WhatsApp. Three back-office agents answer questions about policies, claims, and cancellations. Each reply takes an average of 8 minutes, with 5 minutes spent researching. With AI response suggestions, research time drops to under 30 seconds.
Typical scenario based on industry data
Ready instantly
Fill your knowledge base, activate AI, type /ai.
Fill the knowledge base
Crawl your website, upload documents, or enter FAQ pairs. The AI processes everything automatically.
Activate AI suggestions
Enable 'AI Analysis' in your settings. Suggestions are available immediately.
Type /ai and get started
Type /ai in any conversation. The AI suggests an answer. Accept, edit, or dismiss.
Step-by-step guides for setup via the platform or API.
Platform guide: step by step
AI suggestions appear automatically when viewing customer messages. Here's how to use them:
Upload Knowledge Base Documents
Go to Settings > Knowledge Base > Documents. Upload PDFs, Word docs, or crawl your help center website to build your AI knowledge base.
Enable AI Suggestions
In Settings > Tenant Settings, ensure "AI Analysis" feature is enabled for your account.
View Suggestions in Conversations
When you open a conversation, AI suggestions appear below the message input. Click the sparkle icon to see alternative suggestions.
Accept or Customize
Click "Use" to insert the suggestion into your reply field. Edit as needed, then send. The AI learns from your edits over time.
API reference: developer access
Use the Agent Suggestions API to integrate AI responses into your custom interfaces.
| Method | Path | Description |
|---|---|---|
| POST | /api/v1/agent-suggestions/suggest | Get AI suggestions for a conversation |
| POST | /api/v1/agent-suggestions/{id}/accept | Mark a suggestion as accepted (for learning) |
| GET | /api/v1/knowledge-base/search | Search knowledge base directly |
interface AISuggestion {
id: string;
content: string;
confidence: number;
source_documents: string[];
}
const response = await fetch('https://api.sendseven.com/api/v1/agent-suggestions/suggest', {
method: 'POST',
headers: {
'Authorization': 'Bearer YOUR_API_TOKEN',
'X-Tenant-ID': 'YOUR_TENANT_ID',
'Content-Type': 'application/json'
},
body: JSON.stringify({
conversation_id: 'conv_123',
message_content: 'How do I reset my password?'
})
});
const suggestions: AISuggestion[] = await response.json();
console.log('Top suggestion:', suggestions[0].content);await fetch('https://api.sendseven.com/api/v1/agent-suggestions/sug_123/accept', {
method: 'POST',
headers: {
'Authorization': 'Bearer YOUR_API_TOKEN',
'X-Tenant-ID': 'YOUR_TENANT_ID'
}
});
console.log('Suggestion marked as accepted');Frequently asked questions
What's the difference between AI suggestions and the AI chatbot?
With AI suggestions, the AI analyzes the conversation and proposes an answer to your agent. The agent decides whether and how to send it. With the AI chatbot, the AI replies directly to the customer. Suggestions are ideal when you want to stay in control.
How accurate are the suggestions?
Suggestions are based on your knowledge base. The better your content is maintained, the more accurate the answers. Every suggestion shows a confidence score and the source it was drawn from.
Do suggestions work on all channels?
Yes. The /ai command is available in every conversation in the Unified Inbox, whether it started on WhatsApp, Email, Live Chat, or Telegram.
Can the AI make wrong suggestions?
The AI only searches your own content (RAG approach). It doesn't make things up. But a suggestion may not always be a perfect fit. That's why your agent reviews every suggestion before it's sent. Nothing goes to the customer automatically.
How fast is the setup?
A few minutes. Fill the knowledge base with content (crawl your website or upload documents), enable AI Analysis in settings, and type /ai in a conversation. The setup guide walks you through every step.
What do AI response suggestions cost?
AI response suggestions are available from Professional (€79/month), with unlimited users and no per-user fees. AI usage is billed per use (about €0.01 per AI response). 14-day free trial, no credit card required. View pricing.
Your team responds faster, starting today
Fill your knowledge base, type /ai, review the suggestion, and send. No training, no risk, immediate value.