In the Swat.io Inbox, two AI features are available for replying to incoming comments and messages:
AI Replies: Here you will reveive two context-based reply suggestions, which appear automatically as soon as you click "Reply";
AI Enhance: A manual AI support helping you refine or rephrase a reply you have already started.
Info: AI Replies is a feature included in our Medium, Large and Custom plans. If you don't want to use AI Replies when responding to incoming comments, you can disable this feature at any time in the respective channel settings.
AI Replies
As soon as you click "Reply" on a ticket, two reply suggestions automatically appear above the text field – the suggestions load instantly.
The AI takes the following into account:
The previous conversation history in the ticket;
Replies from the last 180 days in your workspace (as context for tone and style);
The language of the comment - suggestions are always generated in the language of the incoming comment;
Your channel settings - if you have added instructions or company information, these will be factored into the suggestions.
The two reply suggestions differ clearly in their approach:
Option A is based on the reply instructions defined in your channel settings;
Option B is based on your previous reply history.
Both reply suggestions will always respect the character limits of the respective channel.
How to use AI Replies
Open a ticket in the Inbox;
Click "Reply" – two suggestions load automatically;
Click on a suggestion to copy it into the text field. If the text field already contains content, you will be asked for confirmation before overwriting;
Edit the text if needed or send it directly using the "Send" button.
If neither suggestion fits, you can use the refresh-button to generate new suggestions. The last 5 generated pairs remain available. Once you send a reply, leave the page or select one of the suggestions, the generated suggestions are discarded.
Why AI Replies?
Especially with high comment volumes, automatic suggestion generation saves a lot of time. The suggestions will also become more precise over time: The system collects reactions (e.g. whether suggestions were edited or discarded) and continuously improves the quality of suggestions for your workspace.
Important: The final responsibility for content and tone always lies with you.
Improve suggestions in the settings
The more context you add in the Inbox AI settings, the better the suggestions will become. You can find all available settings in following helpcenter article.
AI Enhance
Info: AI Enhance is a feature that is available as of our Medium plans.
The AI Enhance feature allows you to have the AI improve or adjust an existing text in the reply field. The feature only becomes active once you have entered text in the reply field. It does not appear automatically when you click "Reply".
It works conversationally: You give an instruction, see the result and are able to immediately make further adjustments without having to start over each time. For simple corrections, four prompt templates as quick selection are available. For an optimal balance between speed and quality, AI Enhance runs on the AWS Bedrock infrastructure.
Personalisation options
The options are collapsed by default and can be expanded with a click:
Language: Translate your reply into another language. Supported languages include English, French, Spanish, Italian, Portuguese, Dutch, Polish, Russian, and more;
Tone: Choose a suitable style for your reply, e.g. authentic, friendly, short & concise, or enthusiastic;
Text length: Set the desired character count for the reply using a slider;
Emojis: Choose whether emojis should be automatically added to the text;
Hashtags: Should relevant hashtags be added automatically?
How to use AI Enhance
Open a ticket in the Inbox and type a reply (or select an AI suggestion);
Click "AI Enhance" in the reply field;
Enter your instruction or select one of the four prompt templates as quick selection for a quick correction;
Adjust the options as needed (language, tone, length, emojis, hashtags);
Review the revised text: You can immediately enter a further instruction without starting over;
Send the finished reply.
Important: These features are based on artificial intelligence. Results can occasionally be inaccurate or incomplete. Please review AI-generated content carefully before sending. We continuously work on improving quality.