Use the AI summary and assistant

Two AI helpers sit inside every conversation. Only you see what they write; the customer never does.

Before you start

Every planNeeds: Conversations: Write

• Credit in your workspace wallet. Each new summary and each assistant answer uses credit. See What uses credits.

The summary

When you open a conversation with at least four messages, a card called Prativani’s read appears above the messages. It sums up what the customer wants and where things stand.

• When new messages arrive, the card says New messages since this summary. Click refresh to update it.
• Opening a conversation whose summary is still current doesn’t use credit.
• You can collapse the card if you don’t need it.

The assistant

1. In the details panel on the right, open the Assistant tab.
2. Ask a question, or click one of the quick prompts: Summarize for handoff, Draft a reply or What does our knowledge say?
3. Read the answer. It is based on this conversation and your workspace’s knowledge, and lists the knowledge it used.
4. For a drafted reply, click Put in reply box, then edit and send it as usual.

Answers aren’t saved. If you close the conversation, ask again next time.

Common problems

It asks me to add wallet credit

The wallet has run out. Someone who manages billing needs to add funds before the summary and assistant work again.