AI drafts in your inbox
The AI-draft button in the inbox composer turns the conversation so far into one on-voice reply — filled into the textarea for you to edit and send.
AI & automations13 in this section
Inside any inbox conversation, the reply composer has an AI draft button. One click asks the Message Composer agent for a ready-to-send reply, and the result lands in the editable textarea — not sent, just drafted. Read it, tweak it, then hit Send like any other message. A small “AI-drafted · edit before sending” tag reminds you what you're looking at, and when the message goes out it's stamped as AI-generated in your records.
The draft isn't generic — it's grounded in four things: the recent transcript (the last several turns of this conversation), the customer's name from their record, your shop voice, and the Composer's own extra instructions from its agent page (for example, “keep replies under two sentences”). If you clear the textarea, the AI stamp clears with it — a blank box is a fresh start.
Drafting needs no Twilio
The AI-draft button runs on the platform's AI key alone, so you can use it the day you start. *Sending* the text still needs your messaging rail live — if the customer opted out or the messaging gate is off, the whole composer is disabled with the reason shown in its place.
Troubleshooting
The whole composer is greyed out with a message.
Why: That's not the AI — the customer has opted out, or the shop's texting gate is off, so replies are disabled entirely.
Fix: The reason shown in place of the editor tells you which; opt-outs can't be overridden.
The draft greets the customer by the wrong name (or no name).
Why: The conversation isn't linked to a customer record, so the Composer was told not to invent one.
Fix: Link the conversation to the right customer, then draft again.
Common questions
Will it ever send without me?
No. The button only fills the textarea — you always review and press Send yourself.
How do I change how the drafts sound?
Two dials: the shared shop voice on /agents (personality) and the Composer's extra instructions on /agents/composer (rules like reply length).