Use suggested replies to automatically draft emails [open beta]

Use your Front Knowledge Base to quickly generate email drafts using content from your articles. When AI detects a question and can find a relevant article in your knowledge base, you’ll see a Suggest reply button in your composer to kickstart a draft.

The benefits of using suggested replies includes:

• Enabling faster resolutions by decreasing the number of drafts you need to create from scratch

• Reducing the need to manually search your knowledge base for answers

• Flexibility to edit drafts to further customize the response to your recipient

To participate in the beta:

• Enable the Suggested replies setting via the AI tab in company settings.

• You must have a Front Knowledge Base that is published in English. Both internal and external knowledge bases are supported.

Step 1

In your inbox, navigate to an email conversation you’d like to reply to. 

Step 2

You’ll see a Suggest reply button if AI detects that it can answer the recipient’s request.

Step 3

Hover over the Suggest reply button to preview the content that will be used to start a draft. Click Suggest reply to start the draft.

Step 4

You’ll see the button change to Generating draft as the draft loads.

Step 5

You’ll see the composer open with pre-drafted content. You can continue customizing the message before sending it.

Step 6

Click Send when finished.

This feature is only available for email channels.

No. Suggested replies only apply to shared inboxes.

AI will only suggest a reply when it can detect a question or if it can find a relevant article in your knowledge base. Having a broad knowledge base containing in-depth articles and frequently asked questions will increase the likelihood of generating an AI draft.

You can view this information in the activity history in a conversation.

Check our ideas portal here to see if your idea or feedback already exists.

• If it exists, you can upvote and/or comment on the idea to add additional details or describe the importance to your team’s workflows.

• If it doesn't exist, you can submit a new idea by clicking Add a new idea and share details about your idea and/or the problem you're having.

Doing any of those actions will ensure your feedback is reviewed by our Product team. This will also subscribe you to any updates and progress made on those ideas.

If you're encountering a bug and need support, please reach out to our Support team.

See this article for additional AI FAQs.

This feature is available for beta on the latest Growth plan or above until we reach capacity. It will be free to use through the end 2024, but may be moved into a paid add-on in the future. 

See this article to learn more about Front’s AI beta features.