Set up the Inbox AI assistant
The Inbox AI assistant can draft or send replies to customer chats for you. You control its name, tone, language, the exact wording it uses, when it hands over to a human, and what it knows.
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Open AI assistant settings
In Inbox, click the AI assistant button in the header — or open Manage channels and click the AI settings on the channel row. AI assistant
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Pick a reply mode
Off does nothing. Draft suggests a reply that you review, edit and send — nothing goes out without you. Auto replies to customers directly, but still hands complaints and unclear messages to you.
- 3
Give it a personality
On the Behavior tab, under Personality, set the Assistant name, the Tone (e.g. friendly, formal) and the Reply language — match the customer, Thai, or English. Behavior
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Control its wording — including ครับ vs ค่ะ
Under Safety & handoff, Extra instructions is free text the assistant always follows. To make it speak as a man, write for example "ลงท้ายทุกประโยคด้วย ครับ และใช้ ผม แทน ดิฉัน". Use the same box for house rules like never quoting prices or always mentioning parking. Extra instructions
- 5
Set the hand-off words
Add comma-separated keywords (refund, complaint, allergy) that always route the chat to a human, and choose whether the assistant may send your booking link.
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Teach it your answers
On the Knowledge tab add FAQs — parking, policies, what to bring — so it can answer questions your booking data doesn't cover. Disable an FAQ any time without deleting it. Knowledge