In Suggestive Mode, Conversation AI proposes replies and CRM actions, such as contact updates and appointment bookings, for you to review. Approve the actions you want, then use Send & run to send the reply and run them together.
What are AI-Suggested Actions in Suggestive Mode?
AI-Suggested Actions take Conversation AI Suggestive Mode beyond writing replies. You no longer need to finish CRM tasks by hand after sending an AI-generated message. Instead, you can review and approve proposed actions straight from the Conversations inbox.
When Conversation AI spots an action that could help complete a customer's request, it shows that action beneath the AI Suggested Reply. Each proposed action has its own toggle, so you decide which actions run.
After you've reviewed the reply and chosen the right actions, click Send & run to send the message and run the approved actions.
Unlike Autopilot, which runs configured actions automatically, Suggestive Mode needs your approval before the proposed actions on the suggestion card run.
Key benefits of AI-Suggested Actions in Suggestive Mode
Human oversight: Review AI-generated replies and CRM actions before they run.
Less manual work: Complete tasks such as contact updates, appointment booking and conversation assignments without jumping between CRM features.
Individual action approval: Turn specific proposed actions on or off based on what the customer needs.
Multiple actions in one step: Review up to five proposed actions from a single inbound message when multi-action support is available.
Faster customer responses: Send the AI-generated reply and run approved actions with a single Send & run button.
Simpler error recovery: Fix and retry individual failed actions without resending the original reply.
Proposed actions on the AI Suggested Reply card
The AI Suggested Reply card gives you one place to review the response and related CRM actions. This helps you see what Conversation AI plans to do before anything runs.
When a customer sends an eligible inbound message, Conversation AI generates a suggested response. If the conversation also needs an action, the card shows a Suggested actions area beneath the reply.
Each proposed action appears as a separate chip with relevant information, such as:
Action Type: The operation being proposed, such as Update Contact Field, Book Appointment or Assign to User.
Action Details: The information tied to the operation, such as a field value, appointment time or team member.
Approval Toggle: A control that decides whether the proposed action will run.
The card also includes:
Edit Reply: Change the suggested response before sending it.
Send & run: Send the reply and run the selected actions.
Suggested Actions Count: Shows how many actions are proposed on the card.
All available proposed actions are selected by default, so you just deselect any action you don't want to run.
Supported AI-Suggested Actions
AI-Suggested Actions support several Conversation AI capabilities, so you can handle common customer requests right from the conversation. The actions you see depend on the customer's message, the bot's configuration and feature availability.
Action | Description |
Appointment Booking | Book an appointment based on the customer's selected date and time. |
Appointment Rescheduling | Update an existing appointment when a customer asks for a different time. |
Appointment Cancellation | Cancel an appointment when asked. |
Contact Field Updates | Capture eligible customer information, such as date of birth, city or other contact fields. |
Customer Name Updates | Update the customer's name based on information shared during the conversation. |
Trigger Workflow | Start a configured workflow when the relevant conditions are met. |
Transfer to Another Bot | Propose routing a conversation to another configured bot, subject to the applicable transfer requirements. |
Advanced Follow-Up | Propose supported follow-up actions based on the conversation. |
Human Handover | Present individual assignment, task creation and tagging actions for review. |
Stop Bot | Support configured stop-bot behaviour and related actions where applicable. |
Some actions need extra setup before you can use them. See Bot Goals Overview – Conversation AI for more about available bot actions and their settings.
How to set up AI-Suggested Actions in Suggestive Mode
Setting up your bot properly helps Conversation AI recognise customer requests and propose the right actions. Before using suggested actions in the Conversations inbox, configure the bot's response mode, supported actions and channel settings.
Make sure your Conversation AI bot is set to Suggestive Mode.
For steps on configuring your bot and choosing Suggestive Mode, see How to Set Up a Conversation AI Bot.
Open Conversations.
Go to Conversations → Conversations from the left navigation menu.
Select a conversation with an inbound message.
Open a conversation where the configured bot has generated an AI Suggested Reply.
Review the AI Suggested Reply card.
Read the suggested response and check any proposed actions shown beneath it.
Approve or decline individual actions.
Leave the toggles on for the actions you want to run and turn off any you don't need.
Edit the suggested reply if needed.
Click Edit Reply to customise the message before sending it.
Click Send & run.
This sends the reply and runs the approved actions.
Important: Proposed actions don't run just because they appear on the suggestion card. The selected actions only run once you approve them with Send & run.
Examples of AI-Suggested Actions
AI-Suggested Actions can help you handle different customer requests without switching between CRM tools. These examples show how proposed actions appear alongside AI-generated replies.
Example 1: Appointment Booking
When a customer confirms an appointment time, Conversation AI can suggest a reply and a Book Appointment action. Check the booking details and click Send & run to send the reply and book the appointment.
Example 2: Human Handover
When a customer asks for help from a person, Conversation AI can suggest Assign to User, Create Task and Add Tag actions. Review and select the actions you need, then click Send & run to complete the approved handover steps.
Frequently Asked Questions
Q: Why do I see an AI Suggested Reply without any proposed actions?
A: Not every customer message needs a CRM action. Proposed actions depend on the conversation, the bot's configured capabilities and feature availability. Check that the relevant Bot Goals actions have been set up.
Q: What should I do if a proposed action has incorrect information?
A: Check the details before approving, and turn the action off if it shouldn't run. Editing the reply and approving the action are separate decisions, so review both carefully.
Q: Why is a proposed action disabled?
A: An action may be unavailable because its requirements haven't been met, or its configuration doesn't support running in that situation. Review the action's settings before trying again.
Q: What happens if an appointment is booked and a post-booking workflow is set up?
A: Approved booking actions use the same underlying process as Autopilot. This means configured post-booking workflows can still run after a successful booking.
Q: Why do I see fewer than five proposed actions?
A: Five is the maximum number of actions per suggestion when multi-action functionality is available, not the number that must appear. The actual number depends on the customer's message, the relevant actions and your account's configuration.
Q: Can the Add Contact Info action replace information already saved in a contact field?
A: The Add Contact Info action only fills in empty contact fields. Approving it doesn't change that. Other supported contact-update actions may have different requirements.
Q: What should I check if an approved action doesn't run successfully?
A: Review the failed action's details and check that the related calendar, contact field, workflow or user assignment is set up correctly. Fix the issue, then retry the failed action on its own when the retry option is available.