How to Use the Inbox AI Agent
The Inbox AI Agent helps you manage incoming text messages by using AI to generate relevant, personalized responses to your customers.
Using your knowledge base, previous conversation history, and latest SMS campaign, the Inbox AI Agent can help answer customer questions and keep conversations moving without requiring your team to respond to every message manually.
Before You Get Started
Before using the Inbox AI Agent, you must first enable and configure an AI Agent on your Textedly phone number.
This includes uploading your knowledge base document and completing the initial AI Agent setup so it has the information needed to respond accurately to customer questions.
If you haven't set up your AI Agent yet, follow our step-by-step guide:
Once your AI Agent is enabled and configured, you can begin using it to assist with or automatically respond to incoming Inbox messages.
How Does the Inbox AI Agent Work?
When a customer sends a text message to your Textedly number, the Inbox AI Agent uses available information to understand the message and generate an appropriate response.
The agent can reference:
Your Knowledge Base: Uses the information you've uploaded to answer customer questions.
Conversation History: Considers the existing conversation to provide relevant, contextual responses.
Your Latest Campaign: References your most recent SMS campaign to better understand what customers may be responding to.
You can choose how much control the agent has over sending replies.
Choosing Your Reply Mode
The Inbox AI Agent offers different reply modes, allowing you to choose how AI handles incoming messages.
Assisted (Default)
The AI Agent automatically drafts a suggested response to incoming messages, but nothing is sent until someone on your team reviews and approves the reply.
This mode is ideal for businesses that want to save time drafting messages while maintaining full control over customer communication.
Autonomous
The AI Agent automatically responds to incoming messages without requiring manual approval.
Responses are generated using your knowledge base, conversation history, and latest campaign. Messages are sent automatically once safety and opt-out checks have passed.
This mode is ideal for businesses looking to automate customer conversations and provide timely responses with minimal manual involvement.
Note: Changes to your reply mode apply to new conversations.
How to Configure Your Inbox AI Agent
Log in to your Textedly account.
Make sure your AI Agent is enabled on your phone number and your knowledge base document has been uploaded.
Navigate to the Inbox AI Agent feature.
Under Reply Mode, select your preferred setting: Off, Assisted, or Autonomous.
Review your knowledge base to ensure the information is accurate and up to date.
If you need help with the initial setup, visit How to Enable an AI Agent on Your Textedly Phone Number.
How Are AI Responses Billed?
Messages sent by the Inbox AI Agent use your standard Textedly SMS credits, just like regular outgoing text messages.
There are no additional AI fees or separate credit requirements for using this feature.
Best Practices
To get the most out of your Inbox AI Agent, we recommend:
Keep your knowledge base updated: Accurate information helps the agent provide more helpful responses.
Start with Assisted Mode: Review AI-generated responses before enabling full automation.
Monitor conversations: Periodically review Inbox conversations to ensure responses align with your business needs.
Use clear campaign messaging: Your latest campaign provides context that can help the agent better understand incoming replies.
With the Inbox AI Agent, you can spend less time managing routine messages while continuing to deliver helpful, relevant responses to your customers.