AI Suggested Response
Fiko analyzes each incoming message and generates a clear, relevant reply drawn from your Knowledge Hub. Agents review and approve or edit the suggestion before it is sent.
How AI Suggested Response Works
When a customer message arrives, Fiko reads the message, searches your Knowledge Hub for relevant entries, and generates a suggested reply for your agent. The agent sees this suggestion inside the chat panel and can send it as-is, edit it, or discard it — staying fully in control of every response.
- AI reads the customer message and your knowledge base
- Generates a clear, on-brand reply draft
- Agent approves, edits, or discards before sending
Prerequisites
Before Using AI Suggestions: AI Suggested Response relies entirely on the content in your Knowledge Hub. The quality and accuracy of suggestions improves directly with the quality of your knowledge entries.
At least one Knowledge Hub entry published
Open /knowledge-hub and connect at least one source so the AI has synced knowledge to work from
An active communication channel configured
Suggestions appear in any open conversation — WhatsApp, LINE, Telegram, or Live Chat
Agent-level access or higher
All agents can see and act on AI suggestions; no additional permission is required
Using Suggestions in Chat
AI suggestions appear automatically inside the active conversation panel. No manual trigger is needed.
Open an Incoming Conversation
Go to Chats and open a conversation. When a customer message is present, the AI suggestion panel appears below the message thread.
Review the AI-Generated Reply
The suggestion panel shows the AI-drafted reply pulled from your Knowledge Hub. The panel indicates which knowledge entries were used to generate the reply.
Tip: If the suggestion references an outdated policy or incorrect information, update the relevant source in /knowledge-hub and refresh it so the next suggestion reflects the latest content.
Approve, Edit, or Discard
Three actions are available for each AI suggestion:
Approve
Sends the suggestion exactly as generated. Use when the reply is accurate and complete.
Edit
Loads the suggestion into the message input so you can adjust the wording before sending.
Discard
Dismisses the suggestion. You can write a manual reply or wait for a new suggestion on the next message.
Consistency & Accuracy
AI suggestions are grounded in your Knowledge Hub, so every reply follows your current policies, pricing, and guidelines.
Always consistent
Because the AI reads directly from your Knowledge Hub at the time of each message, suggestions always reflect the latest version of your policies, pricing, and product information — with no manual updates required on the AI side.
Improving Accuracy
- Keep knowledge entries specific — broad entries may produce generic suggestions
- Remove outdated entries promptly to prevent the AI from referencing stale information
- If agents frequently edit suggestions on the same topic, review and enrich the corresponding knowledge entry
Editing Suggestions
Editing a suggestion loads it into the standard message input field where you can adjust tone, add context, or correct any detail.
Click "Edit" on the suggestion panel
The suggestion text populates the message input field at the bottom of the chat
Make your adjustments
Modify any part of the text — tone, length, specific details — as needed
Send the edited reply
Press Enter or click Send. The message is delivered exactly as you wrote it
Troubleshooting
No suggestion appears for a conversation
AI suggestions require at least one Knowledge Hub entry. Check /knowledge-hub and ensure sources are connected and synced. If sources exist but no suggestion appears, the AI may not have found a relevant match — adding more specific entries on the topic will help.
The suggestion contains incorrect information
The AI bases suggestions on the content of your Knowledge Hub entries. If a suggestion is wrong, edit, replace, or refresh the incorrect source in /knowledge-hub and make sure the synced content is accurate.
The suggestion is too generic or unhelpful
Generic suggestions usually indicate that the matching knowledge entry is too broad. Break the entry into smaller, topic-specific entries with more detailed content to improve suggestion precision.