How to Use AI Suggestions

Converge offers three AI modes to help you respond faster. The mode is selected automatically based on whether you have text in the message input.

AI Suggest (empty input):

• Generates a complete reply based on conversation context
• Analyzes the last 10 messages to understand the customer's needs
• Can match and suggest relevant quick replies from your library
• Best for: Starting a response from scratch

Polish (short draft, 100 characters or less):

• Fixes grammar, spelling, and awkward phrasing
• Adjusts tone to match your company settings
• Preserves your original structure and length
• Best for: Quick fixes to short messages

Transform (longer draft, over 100 characters):

• Restructures your draft into a professional format
• Adds your configured greeting and sign-off
• Organizes content with proper paragraphs, bullets, and spacing
• Best for: Turning rough notes into polished, professional responses

Note: AI Suggest only works when the last message is from the customer. Polish and Transform work anytime you have text in the input.

Access AI features using the button in the message toolbar or the keyboard shortcut.

Using the AI button:

• Look for the sparkles icon (✨) when the input is empty — this is AI Suggest
• When you have text in the input, the icon changes to a wand — this is Polish or Transform
• The button label shows "Polish" for short text, "Transform" for longer text

Keyboard shortcut: Press Cmd+Shift+S (Mac) or Ctrl+Shift+S (Windows/Linux) to trigger the AI action. This works for all three modes.

What happens when you click:

• AI processes your request (typically 2-5 seconds)
• The generated or enhanced text replaces what's in the input
• Review the result, make any edits, then send

Quick reply matching: In Suggest mode, if AI finds a quick reply that matches the customer's question, it will include that in the response. This helps maintain consistency with your pre-written templates.

Transform mode is powerful for turning rough notes into professional customer support responses. Here's how to use it effectively.

Example workflow:

1. Type your rough draft with key points: "rate limit hit, need to wait 72 hours, disconnect and reconnect whatsapp after"
2. Click Transform (or press Cmd+Shift+S)
3. AI restructures into a professional response with greeting, clear explanation, steps, and sign-off
4. Review, adjust any details, and send

What Transform adds:

• Greeting: Opens with your configured greeting (e.g., "Hello,")
• Structure: Organizes content with context, explanation, and action steps
• Formatting: Adds bullet points, numbered lists, and spacing for readability
• Sign-off: Closes with your configured sign-off (e.g., "Best regards,")

Tip: Include all the key information in your draft — Transform preserves your content while improving presentation. Don't worry about grammar or formatting; that's what Transform fixes.

Workspace Owners can configure AI behavior in Settings → Replies → AI Settings.

Response Tone: Choose the overall tone for AI-generated content:

• Professional: Formal, business-appropriate language
• Friendly: Warm, approachable tone
• Casual: Relaxed, conversational language

Transform Settings: These settings apply only to Transform mode (drafts over 100 characters):

• Greeting: Opening line added to transformed responses (e.g., "Hello,")
• Sign-off: Closing line added to transformed responses (e.g., "Best regards,")
• Formatting: Choose "Detailed" for headers/bullets/spacing, or "Minimal" for clean, concise output
• Custom Instructions: Additional style guidance (e.g., "Always acknowledge the issue before offering solutions")

Troubleshooting:

• Button not appearing: AI Suggest only shows when the last message is from the customer
• Slow generation: AI typically takes 2-5 seconds. Check your internet connection if it's slower
• Transform not using greeting/sign-off: These settings only apply to Transform mode (drafts over 100 characters)

Success indicator: When your team responds 2-3x faster with consistent, professional responses — you're getting maximum value from AI suggestions.