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Inbox & live support

Use suggested replies and review rewritten text

Reduce repetitive typing while keeping every staff response accurate.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → composer → suggested replies / rewrite

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.
A staff-controlled conversation with the Resume button and message composer

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.

Step by step

  1. 1

    Read the current request

    Ensure the suggestion relates to the latest message, not an earlier issue in the conversation.

  2. 2

    Insert a useful draft

    Choose an available quick/suggested reply or rewrite action. Check whether it loads into the composer rather than sending immediately.

  3. 3

    Review facts and promises

    Verify names, amounts, dates, links and policy statements. Remove unsupported claims introduced by a rewrite.

  4. 4

    Send deliberately

    Make the next step clear, send once and inspect delivery feedback.

Good to know

A generated suggestion is assistance for the staff member. It is not an approved business decision or proof a tool completed an action.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

The suggestion is irrelevant

Inspect the conversation context and sources, then write a direct response instead of repeatedly accepting the same draft.

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