AI suggested replies
When a new text arrives in an open conversation, Ody drafts up to three reply options as tappable chips above the composer — pick one to fill the message box, edit it if you like, and send. It works the same way on the web inbox, in the iPhone app and in the Android app.
How they work
Suggestions are grounded in three sources, and nothing else:
- The conversation and the customer — the recent messages in the thread, who the contact is, and which of your Ody numbers the conversation is on.
- Your team's own voice — recent replies your workspace has sent to other customers, so drafts sound like you, not a robot.
- Your business knowledge — the articles in your Knowledge tab: the article Ody builds from your website with Import website, plus anything you write (hours, services, pricing, policies). For every incoming text, Ody looks up the passages of your knowledge that answer that question — so a large knowledge base works just as well as a small one, and the newest article is never left out. If the answer isn't in your knowledge, the AI offers to find out rather than making something up.
Only articles that are Available to AI and whose audience includes AI texting — for every number, or for the specific number the conversation is on — are used. See Choose which AI uses an article.
The suggestions never mention being an AI, and they can never block messaging — if drafting fails or there's nothing to suggest, the chips simply don't appear.
Using a suggestion on the web
Open a conversation with a new incoming message. A ✦ Suggested row of chips appears above the composer while replies are drafted.
Hover a chip to read the full text (chips truncate long drafts to one line). Hover ✦ Suggested to see which Knowledge articles the drafts were grounded in — Grounded in: Hours & location · Pricing.
Click the chip you want — it fills the composer and the chips dismiss.
Edit the draft as much as you like, then click Send. Suggestions also clear automatically when you send or switch conversations.
Want fresh options? Click the /AI (✦) button in the composer toolbar to re-draft on demand. If there's nothing to suggest, you'll see "No AI suggestions available for this thread yet."
On your phone's browser, the chips scroll horizontally above the message box, the sparkle button re-drafts, and the Grounded in line shows under the chips.
Using a suggestion in the iPhone or Android app
- Open the conversation in the Inbox tab.
- Tap the ✦ sparkles button next to the message box. Reply chips appear above it.
- Tap a chip — it fills the message box. Edit it, then tap Send.
If you see "AI replies aren't set up for this workspace yet", ask your workspace owner — the feature is switched on for the whole workspace, not per phone.
Make suggestions smarter
The more knowledge you give the AI, the better the drafts:
- Click Knowledge in the left sidebar.
- Click Import website, enter your website and click Fetch — Ody reads your pages and organizes them into one article (see Import your website into Knowledge).
- Click New article for anything your site doesn't cover, then Save — both ground reply suggestions immediately.
- To check what the drafts can draw on, type a question into Ask your knowledge… and pick AI texting (or AI texting · +1 (…) for one of your lines) under As seen by.
Related articles
Frequently asked questions
Where do the suggestions come from?
Three places only: the conversation itself (what the customer asked, who they are), recent replies your team has actually sent, and the articles in your Knowledge tab that are available to AI texting. For each incoming text Ody looks up the passages of your knowledge that answer that specific question. The AI never invents facts about your business.
Do suggestions send automatically?
Never. Tapping a suggestion only fills the composer — you can edit it or delete it, and nothing goes out until you press Send.
Do AI suggested replies work in the iPhone and Android apps?
Yes. In both apps, open a conversation and tap the ✦ sparkles button next to the message box to draft reply options. They use the same knowledge and the same rules as the web inbox.
Can I keep some knowledge away from texting, or limit it to one number?
Yes. In Knowledge, set an article's or folder's audience to Selected AIs and choose AI texting (every number) or AI texting · +1 (…) for a specific line. Only what that line's texting AI may read is ever used for its drafts.
Why don't I see any suggestion chips?
Chips appear after the customer's latest inbound text. If the thread has no incoming message yet, or the AI has nothing useful to offer, no chips show — the inbox works exactly the same without them.