AI-Powered Message Drafts

The AI-Powered Message Drafts feature allows live chat agents to generate AI-suggested responses with a single click. Using OpenAI’s Assistant API, it analyzes the full conversation context and produces a professional draft that the agent can review, edit, and send.

Prerequisites#

Before you can use AI-powered message drafts, you need:

1. An OpenAI integration configured in your organization (see Integrate Quriobot with OpenAI)
2. An OpenAI Assistant created in your OpenAI platform
3. A subscription plan that supports this feature

Step 1: Configure OpenAI Integration#

If you haven’t already set up an OpenAI integration:

1. Go to Organization Settings → Integrations
2. Add a new OpenAI integration with your API key
3. Save the integration

For detailed instructions, see Integrate Quriobot with OpenAI.

Step 2: Create an OpenAI Assistant#

You need an OpenAI Assistant that will generate the draft responses:

1. Go to the OpenAI Assistants page
2. Click Create to create a new assistant
3. Give it a name (e.g., “Live Chat Draft Assistant”)
4. Configure its instructions to match your support style and tone
5. Select a model (e.g., GPT-4o)
6. Save the assistant and note its ID

Step 3: Enable AI Drafts in Live Chat Settings#

1. Go to Organization Settings → Live Chat tab
2. Scroll down to the AI Settings section
3. Select your OpenAI integration from the “AI Integration” dropdown
4. Select your OpenAI Assistant from the “AI Assistant” dropdown
5. Enable the “Enable AI drafts” toggle
6. Configure the Prompt Template (see below)
7. Save your settings

Step 4: Configure the Prompt Template#

The prompt template tells the AI how to generate draft responses. When AI drafts are enabled, a Prompt Template text field appears where you can customize the instructions.

The default template is:

You are a helpful customer support agent. Based on the conversation context, suggest a professional and empathetic response.

You can customize this to match your brand voice and support guidelines. For example:

• Specify the tone (formal, friendly, casual)
• Include specific product knowledge or FAQ references
• Set language preferences
• Define response format (short answers, detailed explanations, etc.)

Step 5: Using AI Drafts in Live Chat#

Once configured, agents can use AI drafts while responding to live chats:

1. Open a live chat conversation in the Control Room
2. In the message composer toolbar, click the magic wand icon (✨)
3. Wait a few seconds while the AI analyzes the conversation and generates a draft (you’ll see a “Generating draft…” indicator)
4. The AI-generated draft will appear in the message editor
5. Review and edit the draft as needed
6. Send the message when you’re satisfied

How It Works#

When you click the magic wand button:

1. The full chat transcript is collected and converted to a readable format
2. The transcript and your prompt template are sent to the configured OpenAI Assistant
3. The AI analyzes the conversation context and generates a suggested response
4. The draft is inserted into your message editor, ready for review

The AI considers the entire conversation history, including both visitor messages and previous agent responses, to generate contextually appropriate suggestions.

Tips for Best Results#

• Customize your prompt template to match your support style — the more specific, the better the drafts
• Always review and edit AI-generated drafts before sending — they are suggestions, not final responses
• Train your OpenAI Assistant with specific instructions about your products, services, and common customer queries
• Use file search in your OpenAI Assistant to give it access to your knowledge base documents for more accurate responses

Related Articles#

• Integrate Quriobot with OpenAI
• Human Takeover of the QB Conversation via Live Chat
• Live Chat Automation
• Transcribe Live Chat Audio Attachments with OpenAI
• Quriobot Control Room Mobile Application

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