Suggested responses

Suggested Responses surface AI-generated draft replies directly in the composer, using patterns from your past conversations and your documentation.

How it works

When a new support request comes in, Plain searches for similar past conversations. If a match is found, it drafts a suggested reply – visible directly in the composer and ready for review, editing, or sending.

If you’ve connected your Knowledge Sources, Plain also brings in relevant documentation to inform the suggestion. This ensures your answers reflect your latest features, policies, and troubleshooting steps.

Enabling Suggested Responses

1. Go to Settings → Plain AI

2. Toggle Suggested responses

Once enabled, suggestions will appear automatically in the composer whenever they’re available.

Customizing visibility

Each teammate can choose whether or not to see Suggested Responses:

1. Click your avatar (bottom-left corner)

2. Go to Preferences → UI preferences

3. Toggle Show suggested responses

This gives flexibility for teammates who prefer full manual control or minimal AI assistance.

Make suggestions smarter with Knowledge Sources

To provide deeper and more accurate suggestions, connect your support documentation. Plain will index it and use it alongside past conversations to generate better replies.

This is especially powerful for B2B teams handling technical, policy-heavy, or product-specific issues. See our Knowledge Sources guide to get started.