When to use
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When the agent wants a draft response prepared, written from ClaudIA's knowledge base, instead of starting from scratch.
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When the conversation has moved from ClaudIA to a human and the agent needs to respond quickly.
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When operations want agents to respond with the same content used by ClaudIA.
Prerequisites
The response suggestion copilot is activated by the Cloud Humans team. If it does not appear for your team, request activation through support.
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Cloud Chat account with the response suggestion copilot enabled.
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Inbox connected to a ClaudIA project with a knowledge base.
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An open conversation assigned to you.
About this article
This article explains how the copilot suggests responses to the human agent. It is different from the Chatbox Copilot, which improves, corrects, or translates a message you have already written.
How it works
What is the response suggestion copilot?
ClaudIA reads the conversation, searches in the project’s knowledge base, and writes a response suggestion for the last customer message. The suggestion appears only for you, just above the text box. Nothing is sent to the customer without you clicking send.
How to request a suggestion?
There are two modes. Cloud Humans sets which mode applies to your account upon activation.
| Mode | How it works |
|---|---|
| On demand | You click Suggest response whenever you want a suggestion. |
| Automatic | The suggestion is generated automatically when the conversation is assigned to you and with each new message from the customer while the conversation is open on your screen. |
What appears on the screen?
While ClaudIA is writing, it shows Writing…. When it finishes, it displays Suggested response with the beginning of the text. Click to see the full suggestion.
| Button | What it does |
|---|---|
| Use this | Places the suggestion into the text box. If you already typed something, the button changes to Replace what I wrote. |
| Insert at cursor | Appears when you have already written something. Inserts the suggestion where the cursor is, without deleting your text. |
| Try again | Requests another suggestion for the same message. |
| Discard | Hides the suggestion. |
After placing the suggestion in the text box, review, adjust if needed, and send as usual.
What do the labels mean?
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Low confidence: ClaudIA found little content in the knowledge base to support the response. Review carefully before sending.
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Truncated: The response exceeded the maximum length and cannot be used. Click Try again.
Can I ask for another suggestion?
Yes. Click Try again. Up to 3 attempts per customer message are allowed, with a 30-second interval between them.
In what language does the suggestion come?
In the language registered in the contact. If the contact has no language set, the suggestion appears in the project’s language.
Why did the suggestion not appear?
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The conversation is not assigned to you. Only the assigned agent sees the suggestion.
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The conversation is not open (e.g., already resolved).
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The last message is not from the customer or is too short (e.g., "ok").
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You are in Private note mode. Switch to Respond to use the suggestion.
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The project has reached the daily limit of suggestions.
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You requested many suggestions in the last hour.
Remarks
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The suggestion uses the same content from ClaudIA’s knowledge base. If it was wrong or incomplete, update the knowledge base.
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The daily limit applies to the entire project and is set by Cloud Humans. It resets at midnight.
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To improve, correct, or translate a message you wrote yourself, use the Chatbox Copilot.