AI features
Replyco AI takes the repetitive part of customer service off your team. It reads every incoming customer message, sorts it by topic, works out how the customer feels, translates it, writes a first reply for routine questions and sums up long conversations. Your team decides what goes out: every AI reply is a draft that a person reviews, edits, sends or rejects.
Replyco AI is part of every plan. You choose which AI features work for your company under ToolsAI Settings, and each feature’s guide below explains what it does, where you see it and how to set it up. Replyco Copilot, the AI assistant that works in a chat panel beside any screen, has its own guide.
The screens in this area
Section titled “The screens in this area”| Screen | What it is for |
|---|---|
| AI Settings | The switches that turn each AI feature on or off for your company, and the language of AI summaries |
| AI Settings: Categories | The topics AI sorts your customer messages into, and the reply template it offers for each |
| AI Settings: Tone | The tone ranges and the SLA priorities tone analysis can set |
| AI Customers Blacklist | The senders Replyco AI leaves alone |
| AI Draft Settings | Where AI drafts are written, and the instructions that shape them |
What you can do here
Section titled “What you can do here”- Get a first reply written for routine questions. AI drafts writes a draft for messages such as “Where is my order?”, following your own instructions; a person reviews every draft before it is sent.
- Know what each message is about. AI categories sorts every customer message by topic, so you can filter by topic and get the matching reply template offered.
- Read a long conversation in a few sentences. AI summaries sums up each ticket and chat in the ticket list, the ticket and draft review.
- See how every customer feels before you open the ticket. Message tone analysis scores each customer message, shows the mood in your lists, and can set SLA priorities, feed rules and the dashboard.
- Read and answer customers in any language. Translations translates customer messages into your language and your reply into the customer’s.
- Fix a reply before you send it. Correct Spelling in the reply editor of a ticket, a new ticket and the chat reply box corrects spelling, grammar and punctuation and keeps every other word as you wrote it. See the ticket screen and answer a chat.
- Ask an assistant to do the legwork. Replyco Copilot finds tickets, drafts and sends replies, assigns work, runs reports and sets up automation from a chat panel.
Smart Filters also shows one card per AI category with open tickets, and cards for AI drafts. See Smart Filters.
Concepts
Section titled “Concepts”- AI actions and usage. Replyco counts AI work as AI actions: drafts, categories, summaries, tone scores, translations and message updates such as spelling correction, among others. Your company’s usage is listed under AdminBilling › AI Usage. See Billing.
- Senders AI leaves alone. For senders on the AI Customers Blacklist, Replyco writes no AI category, automatic AI draft, tone score or auto-response. Summaries and rules still apply. See AI Customers Blacklist.
Availability: Replyco AI is part of every plan, and every feature is on during a trial; companies on an older plan may not have it. Changing AI Settings needs the Admin permission with Edit rights. AI drafts are switched on for your company by Replyco. Copilot is switched on for your company by Replyco, or is available during a trial outside the German region.