--- title: "AI replies" description: "Let the inbox AI draft replies for your team or answer customers by itself, in your tone and from your own store content." url: "https://docs.poltura.com/en/inbox/ai-replies/" lang: en alternates: en: "https://docs.poltura.com/en/inbox/ai-replies/" hu: "https://docs.poltura.com/hu/inbox/ai-replies/" --- # AI replies Let the inbox AI draft replies for your team or answer customers by itself, in your tone and from your own store content. - Where: Overview → Inbox → Settings → AI assistant - Plans: Plus, Pro - Status: Beta The inbox AI can write reply suggestions for your team, or answer customers by itself and hand over to a person when needed. It answers from your own help articles, pages, policies and product catalog. AI replies are in beta. ## Before you start - AI replies are part of the Plus and Pro plans and use [AI credits](https://docs.poltura.com/en/assistant/ai-credits/). - Changing these settings needs the permission to change inbox settings. Asking for a draft needs the permission to draft replies with AI. - The AI works best when it has something to read. Publish your help articles and policy pages first. See [Pages, blog and content](https://docs.poltura.com/en/online-store/content/). ## Choose a mode 1. Open **Inbox**, select the **Settings** icon and open **AI assistant**. 2. Choose one of three modes: - **Off**: the AI is not used. Your team writes every reply. New stores start here. - **Draft**: suggested replies appear for your team to edit and send. Nothing goes to the customer until you send it. - **Automatic**: the AI replies to customers by itself and hands over when help is needed or a customer asks for a person. 3. Select **Save**. Start with **Draft**. When the suggestions are good enough to send unchanged, consider **Automatic**. ![The AI assistant section of Inbox settings with the Off, Draft and Automatic modes, daily limits, and the Identity and voice settings below](https://docs.poltura.com/screenshots/en/inbox/ai-replies.webp) _Draft is selected here, so the AI only suggests replies._ > **Good to know** > > If **Automatic** cannot be selected and the page says that automatic assistance is temporarily unavailable, it has not been enabled for your store. [Contact Poltura support](https://poltura.com/en/contact/?topic=support). ## Set the name and tone Under **Identity & voice**: - **Assistant name**: the name the AI uses. - **Conversation style**: **Friendly**, **Professional** or **Direct**. - **Answer length**: **Concise**, **Balanced** or **Detailed**. - **Formality**: **Match the customer**, **Formal** or **Casual**. - **Allow occasional emojis**. - **Writing guidance**: describe in your own words how your team speaks, for example "keep explanations simple and ask one question at a time". This does not change the privacy and safety rules. ## Choose what the AI may use Under **Knowledge & access**, tick the sources the AI may read: - **Help articles & FAQs** - **Published store pages & legal policies** - **Product information & prices** - **Verified customer order status** The AI only uses published information. Hidden content and internal costs are never shared. Order status is available only for a verified customer in that chat: guests who ask about an order are passed to your team. The AI cannot issue refunds, cancel orders or change payments. ## Decide when a person takes over A customer can always ask for a person. The AI then stops, the conversation moves to your team, and the customer gets an acknowledgment. Under **Additional handover topics**, describe the situations your team should handle, for example damaged deliveries, warranty disputes or wholesale inquiries. ## Set the language and the limits - **Language**: **Match the conversation**, **Hungarian** or **English**. - **AI replies per day**: the default is 100. The count restarts at midnight UTC. - **AI replies before handing a conversation to your team**: the default is 12. - **Maximum tool rounds**: limits how many look-ups the AI may make while writing one reply. Every AI attempt counts toward the limits, including failed ones. When a limit is reached, the conversation goes to your team and the chat stays open. ## Work with drafts in a conversation In **Draft** mode a card titled **AI draft** appears above the message box when a customer writes. Only your team can see it. 1. Read the draft. 2. Choose **Send as is** to send it unchanged, **Edit then send** to move it into the message box and change it first, or **Discard**. To get a suggestion at any time, open the menu in the conversation header and choose **Ask AI for a draft**. ## Hand over and take back - **Hand to AI**, in the conversation's header menu, lets the AI answer that conversation. - A conversation the AI owns shows **AI is answering** and appears in the **AI handling** view. - **Take over** stops the AI and gives the conversation to you. ## Good to know - Customers are always told when a reply was written by AI. - The AI replies in Hungarian or English only. - It works on both chat and email conversations. It never answers bounces, out-of-office replies or mailing list messages. - When your plan's conversation allowance or your AI credits run out, automatic replies pause. Customers can still write, and your team can still answer. ## If something goes wrong - **"AI replies are turned off for this store."** The mode is **Off**. Choose **Draft** or **Automatic**. - **"The AI could not prepare a reliable draft."** Reply yourself, or ask for a draft again. - **"The daily AI budget has been reached."** Raise **AI replies per day** or reply yourself until the next day. - **"AI is busy" or "AI cannot access store information right now".** Try again shortly. - **"There is no shopper message to draft a reply to yet."** The AI needs a customer message to answer. ## Related - [Inbox settings](https://docs.poltura.com/en/inbox/settings/) - [Work on a conversation](https://docs.poltura.com/en/inbox/conversations/) - [AI credits](https://docs.poltura.com/en/assistant/ai-credits/) - [Klea, the assistant](https://docs.poltura.com/en/assistant/) - [Pages, blog and content](https://docs.poltura.com/en/online-store/content/)