> ## 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 **1. Open the conversation** Go to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) and select the customer. **2. Review the timeline** Read the recent texts, emails, and calls. This helps you know whether the AI suggestion is accurate. **3. 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. **4. 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. **5. 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. **6. 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. ![Inbox conversation header showing the Suggest with AI button with a sparkle icon above the message timeline](https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-suggest-ai-button.webp?fit=max\&auto=format\&n=AQ1X2WSk-gkMq5qc\&q=85\&s=7e40a78c9b087d6add2eab56754033fe) ***Suggest with AI** appears above the timeline when the conversation already has message history. Click it to draft a possible reply.* ![Inbox showing Analyzing conversation with a spinning icon while the AI reads recent messages](https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-ai-analyzing.webp?fit=max\&auto=format\&n=AQ1X2WSk-gkMq5qc\&q=85\&s=cadf4bf30b26c3dd9cfdecf057adf932) *After you click **Suggest with AI**, you may briefly see **Analyzing conversation...** while the app reads recent texts and emails in this thread.* ![Inbox showing an AI Suggestion panel with a drafted customer reply and recommended action buttons](https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-ai-suggestion.webp?fit=max\&auto=format\&n=AQ1X2WSk-gkMq5qc\&q=85\&s=2c210f8c1b27f5791ddd22243f9bfd38) *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. **1. 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. **2. 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. ## 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] > > **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. ## 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. **1. Delete the wrong date** Remove **Tuesday** or any time you have not confirmed on [Schedule](https://www.carstoragesoftware.com/dashboard/schedule). **2. Type the confirmed time** Replace it with the real slot your team can honor—for example **Thursday at 10 AM**. **3. 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." **4. Send only after you read it aloud once** Reading the draft out loud catches awkward wording before the customer sees it. ## Edit before sending Treat the AI text as a draft. **1. Remove anything uncertain** Delete details you have not confirmed. **2. 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." **3. Choose the right channel** Use **Text** for short replies. Use **Email** for longer or more formal replies. **4. Send only after review** Send the message after you have checked the customer, the details, and the tone. ## 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.md)) > * 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. > [!TIP] > > **The suggestion is too long** > > Shorten it before sending a text. If the customer needs a longer explanation, switch to **Email**. > [!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. ## 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.md) or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.