AI Compose & briefings
Promptly gives agents two AI helpers inside a handed-off conversation: a briefing that sets context before you reply, and AI Compose that drafts the reply itself. Both are enabled from Dashboard → Settings → Escalation → AI Behavior.
The AI briefing
When Generate handoff summary for agents is on, the AI writes a briefing the moment a conversation is escalated. It appears as a collapsible AI briefing panel at the top of the conversation in the Inbox, so you understand the issue without reading the whole transcript.
The panel surfaces:
- Intent — what the customer is trying to do.
- Mentioned — key entities pulled from the conversation (products, order numbers, etc.).
- Bot tried — what the AI already attempted, so you don't repeat it.
- Sentiment and urgency badges, plus the detected language.
- Suggested first response — a ready-made opener you can Copy or click Use to drop straight into the reply box.
If the summary is still being generated you'll see a "Briefing pending…" stub. The panel collapses on its own once you start replying.
🖼️ [Image] — The AI briefing panel expanded, showing intent, mentioned entities, and a suggested first response.
AI Compose / Polish
The reply box has an AI button that drafts a message in your brand tone and the customer's language. Its label changes with context:
- Compose — the box is empty. Click it to generate a reply from scratch.
- Polish — you've typed something. Whatever is in the box (for example a rough "offer refund, apologise for delay") is passed as a steering hint, and the AI rewrites it into a polished message.
The draft lands in the reply box for you to review and edit. AI Compose never sends automatically — you always send it yourself. The tone it writes in follows your configured system prompt.
🎬 [Video] — Typing a rough note, clicking Polish, and editing the AI draft before sending.