AI Suggested replies in your Inbox
SparrowDesk helps your team respond faster and more consistently with AI Suggested Replies.
Whenever a customer sends a message, Zoona automatically suggests a relevant response right inside your message composer — helping you save time while maintaining a professional tone.
Note: Suggested replies are off by default. An admin turns them on for the whole account. Accounts that used suggested replies before this change need to turn them on again.
How it Works
When Zoona detects a customer message, it analyzes the content and context of the conversation to generate a reply suggestion.
You can:
- Review the suggestion before sending.
- Edit it to make it more personal.
- Dismiss it using the X icon if you prefer to type your own message.
If you start typing manually, Zoona’s suggestion collapses automatically to avoid interruptions.
Press Esc, click the close icon, or click Add to editor to dismiss the suggestion for that customer message.
Turn Suggested Replies On or Off
- Go to Settings → Conversations → AI actions.
- Turn Suggested reply on or off.
The setting applies to every agent in the account.
When Zoona Suggests Replies
Zoona uses smart logic to decide when to show a suggestion, so it never feels intrusive.
Here’s when suggestions appear:
- Zoona prepares a suggestion when the customer replies, so it’s usually ready by the time you open the conversation. It doesn’t prepare one for greetings, for conversations the AI Agent is handling, for Slack conversations, or while the customer is still sending several messages in a row. Suggestions stop when your AI credits run out.
- Channels supported: Zoona’s suggested replies are available across both Chat and Email channels, ensuring agents can benefit from AI assistance no matter how customers reach out.
This ensures that every suggestion you see is contextually relevant and helpful.
Zoona only generates one suggestion at a time, keeping the experience simple and focused so agents can quickly review and send the most relevant response without being overwhelmed by multiple options.
What Zoona Uses to Suggest Replies
Zoona’s reply suggestions are powered by multiple training sources that you’ve connected to your SparrowDesk account. These sources help Zoona understand your product, policies, and communication style so it can suggest accurate, on-brand replies.
The training data may come from:
- Knowledge Base Articles – providing clear, factual answers based on your help content.
- Uploaded Documents – such as guides, FAQs, or reference material you’ve added for Zoona to learn from.
- External Websites – content automatically scraped from public sources you’ve approved.
If any of these sources are enabled in your account, Zoona automatically uses them to prepare the most relevant and helpful suggestions.
When Zoona Won’t Suggest Replies
To maintain accuracy and avoid distraction, Zoona will not generate a suggestion if:
- The agent is currently typing.
- Zoona determines that it doesn’t have enough reliable or relevant knowledge from its training sources to craft a meaningful and accurate response.
There’s no fixed limit on the number of suggestions per conversation — Zoona simply waits for the right time to offer the next one.
Improving Suggestions
If you’re not happy with the current suggestion, you can click the Generate Again button to instantly get a new response option. This allows you to explore alternate ways of phrasing a reply without needing to write one from scratch.
Frequently Asked Questions
Can I turn off AI Suggested Replies?
Yes. Suggested replies are off by default. An admin turns them on or off for the whole account under Settings → Conversations → AI actions → Suggested reply. You can still ask for one manually from the AI menu → Suggest a Reply.
Do agents without Copilot access see AI Suggested Replies?
Yes. Even if an agent doesn’t have a Copilot seat, they will still see AI Suggested Replies in their composer.
Which plans include AI Suggested Replies?
AI Suggested Replies are available for all customers on the Professional Plan and above (see pricing).
Can I give feedback on generated suggestions?
Yes. You can click the thumbs up or thumbs down icons on each suggestion to let SparrowDesk know whether the response was helpful. Your feedback is used to improve Zoona’s accuracy and overall quality of suggestions over time.
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