> ## Documentation Index
> Fetch the complete documentation index at: https://www.carstoragesoftware.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Use AI-suggested replies in Inbox

> Use Suggest with AI as a careful starting point for customer replies in Inbox.

Use **Suggest with AI** when you want help drafting a customer reply from the recent conversation history.

AI suggestions can save time, but they are not a replacement for your judgment. Always read and edit the suggestion before sending it to a customer.

## What you will accomplish

* Use **Suggest with AI** on a customer conversation that already has message history.
* Check the draft for correct names, dates, vehicles, and promises.
* Edit the draft and send it through the right channel.

## Before you start

* Open the customer conversation in [Inbox](https://www.carstoragesoftware.com/dashboard/inbox).
* Read the latest messages yourself first.
* Confirm any details the AI may mention, such as dates, times, vehicle names, prices, or promises.
* Do not use AI to guess about sensitive issues, payment disputes, legal terms, or safety concerns.

## Create a suggested reply

<Steps>
  <Step title="Open the conversation">
    Go to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) and select the customer.
  </Step>

  <Step title="Review the timeline">
    Read the recent texts, emails, and calls.

    This helps you know whether the AI suggestion is accurate.
  </Step>

  <Step title="Click Suggest with AI">
    Above the message timeline, click **Suggest with AI** (sparkle icon).

    The button sits between the customer name and the timeline filters (**Texts**, **Emails**, **Calls**).

    The app reads recent texts and emails in this conversation and drafts a possible reply.

    **Why this helps:** You still write the final message, but you do not have to start from a blank screen when the customer asked several questions at once.
  </Step>

  <Step title="Wait for the suggestion">
    You may see **Analyzing conversation...** with a spinning icon. This usually takes a few seconds.

    **Expected result:** A box titled **AI Suggestion** appears above the timeline with draft wording you can review.

    **Why this helps:** The assistant reads recent texts and emails in **this** conversation only—it does not send anything automatically.
  </Step>

  <Step title="Use Copy, Retry, or X if needed">
    Along the top of the **AI Suggestion** box:

    * **Copy** (clipboard icon) — copies the full draft so you can paste part of it into your message.
    * **Retry** — asks for a new draft if the first one missed the customer's question.
    * **X** — closes the panel without using the text.

    **When to retry:** If the customer asked about a specific car or date and the draft talks about something else, click **Retry** once before you write the reply yourself.
  </Step>

  <Step title="Read recommended actions before you send">
    Below the draft text, look for small **recommended action** buttons (for example, open a car record or check [Schedule](https://www.carstoragesoftware.com/dashboard/schedule)).

    **Why this matters:** The AI may notice that the customer asked about an appointment or vehicle. Treat these as a checklist—not automatic changes. Your team still confirms every fact before acting.
  </Step>
</Steps>

<Frame>
  <img src="https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-suggest-ai-button.webp?fit=max&auto=format&n=AQ1X2WSk-gkMq5qc&q=85&s=7e40a78c9b087d6add2eab56754033fe" alt="Inbox conversation header showing the Suggest with AI button with a sparkle icon above the message timeline" width="135" height="20" data-path="images/inbox/inbox-suggest-ai-button.webp" />
</Frame>

***Suggest with AI** appears above the timeline when the conversation already has message history. Click it to draft a possible reply.*

<Frame>
  <img src="https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-ai-analyzing.webp?fit=max&auto=format&n=AQ1X2WSk-gkMq5qc&q=85&s=cadf4bf30b26c3dd9cfdecf057adf932" alt="Inbox showing Analyzing conversation with a spinning icon while the AI reads recent messages" width="725" height="59" data-path="images/inbox/inbox-ai-analyzing.webp" />
</Frame>

*After you click **Suggest with AI**, you may briefly see **Analyzing conversation...** while the app reads recent texts and emails in this thread.*

<Frame>
  <img src="https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-ai-suggestion.webp?fit=max&auto=format&n=AQ1X2WSk-gkMq5qc&q=85&s=2c210f8c1b27f5791ddd22243f9bfd38" alt="Inbox showing an AI Suggestion panel with a drafted customer reply and recommended action buttons" width="725" height="94" data-path="images/inbox/inbox-ai-suggestion.webp" />
</Frame>

*Review the **AI Suggestion** box before you send anything. Use **Copy**, **Retry**, or **Use as reply** at the bottom when the draft is close to what you want to send.*

## Buttons inside the AI Suggestion panel

Along the top of the **AI Suggestion** box you may see:

* **Copy** (clipboard icon) — copies the full draft so you can paste part of it into your message.
* **Retry** — asks for a new draft if the first one missed the customer's question.
* **X** — closes the panel without using the text.

At the bottom of the panel you may see **Use as reply** when the app can place the draft directly into the **Text message…** or **Write your email…** field.

<Steps>
  <Step title="Click Use as reply when the draft is close">
    **Expected result:** The draft appears in the message box at the bottom of the conversation.

    **Important:** Edit names, dates, vehicles, and promises before you send. The assistant can be wrong.
  </Step>

  <Step title="Or click Copy and paste only what you need">
    Use **Copy** when you want one sentence from the draft, or when you plan to move the wording to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) later after checking a car or appointment record.
  </Step>
</Steps>

## Review the suggestion

Before using the suggestion, check it carefully.

* Does it answer the customer's actual question?
* Are names, vehicle details, dates, and times correct?
* Does it promise only what your team can actually do?
* Does the tone sound like your facility?
* Is it short enough for text, or should it be sent as an email?
* Do any recommended actions match what your team should actually do next?

<Note>
  **Important**

  Never send an AI suggestion without reading it. The assistant may misunderstand the conversation or include details that need to be checked.
</Note>

<Note>
  **About recommended actions**

  Below the draft text, you may see short **recommended actions** (for example suggestions to check a car or open Schedule). These are ideas, not automatic changes. The app will not move appointments or edit records until a teammate confirms the action. Use them as a checklist, not as a final answer.
</Note>

## Example: fixing a draft before you send

Imagine the customer asked to move a Huracan service to Thursday morning, but the AI draft mentions the wrong day.

<Steps>
  <Step title="Delete the wrong date">
    Remove **Tuesday** or any time you have not confirmed on [Schedule](https://www.carstoragesoftware.com/dashboard/schedule).
  </Step>

  <Step title="Type the confirmed time">
    Replace it with the real slot your team can honor—for example **Thursday at 10 AM**.
  </Step>

  <Step title="Add one clear next step">
    End with what happens next: "We will stage the car at the front entrance. Reply if you need a different time."
  </Step>

  <Step title="Send only after you read it aloud once">
    Reading the draft out loud catches awkward wording before the customer sees it.
  </Step>
</Steps>

## Edit before sending

Treat the AI text as a draft.

<Steps>
  <Step title="Remove anything uncertain">
    Delete details you have not confirmed.
  </Step>

  <Step title="Add the real next step">
    Tell the customer exactly what will happen next.

    Example: "We will stage the Huracan at the front door at 10 AM."
  </Step>

  <Step title="Choose the right channel">
    Use **Text** for short replies. Use **Email** for longer or more formal replies.
  </Step>

  <Step title="Send only after review">
    Send the message after you have checked the customer, the details, and the tone.
  </Step>
</Steps>

## When not to use AI

* Do not use AI to approve refunds, discounts, legal terms, or contract changes.
* Do not use AI to diagnose mechanical problems without staff review.
* Do not use AI when a customer is upset and needs a personal response from a manager.
* Do not use AI to send private customer information to an unknown number or unverified person.

## Troubleshooting

<Warning>
  **Suggest with AI is not available**

  The button appears only when the AI assistant is enabled for your team and the conversation already has message history to read.

  If you do not see **Suggest with AI**:

  * Read the timeline and write the reply yourself (see [Respond to a conversation](/docs/inbox/respond-to-a-conversation))
  * Confirm your facility has AI features turned on in [Settings](https://www.carstoragesoftware.com/dashboard/settings)
  * Ask an admin if your role should have access to AI tools

  The button is a helper, not a requirement for using Inbox.
</Warning>

<Tip>
  **The suggestion is too long**

  Shorten it before sending a text. If the customer needs a longer explanation, switch to **Email**.
</Tip>

<Warning>
  **The suggestion includes a wrong detail**

  Delete or correct the detail. If you are not sure, check the customer record, car record, invoice, appointment, or teammate before sending.
</Warning>

## What to do next

After using or editing the suggestion, send the reply through the correct channel. For exact channel steps, see [Send a text message from Inbox](/docs/inbox/send-a-text-message-from-inbox) or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox).


## Related topics

- [From AI draft to customer message](/docs/ai-assistant/from-ai-draft-to-customer-message.md)
- [Inbox overview](/docs/inbox/overview.md)
- [Respond to a conversation](/docs/inbox/respond-to-a-conversation.md)
- [AI Assistant overview](/docs/ai-assistant/overview.md)
- [Use Inbox from your Overview dashboard](/docs/inbox/use-inbox-from-your-overview-dashboard.md)


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