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When a guest message arrives, the agent drafts an answer. What happens to that draft depends on the mode your workspace is in.

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Copilot and autopilot

The difference matters when you read a conversation. In copilot, a proposed reply is a suggestion nobody has seen but you. It has not reached the guest. See Road to Autopilot for how teams typically move from one to the other.

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Message types

Four kinds of AI message appear in a conversation:

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Working a proposed reply

Expand the proposed reply to read the full draft, then take one of three paths:
  • Send it as written, if it is right
  • Edit it in the composer first, if it is close
  • Teach agent to correct the underlying gap, if it is wrong for a reason that will recur
Teach (Command + K) opens from the conversation and lets you create or edit Knowledge entries and add or change Guardrails without leaving the inbox. Updates apply to future replies straight away. Draft (Command + J) is how you write with the AI rather than from scratch. Outline what you want to say in brief notes, and the agent turns them into a properly worded reply in the composer.
Editing fixes this one message. Teaching fixes every future message like it. If you find yourself making the same edit twice, that is the signal to teach instead. See Teaching the agent from the inbox.

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Why the agent drafted what it did

Every AI message carries tabs that open up its working: These are how you tell a knowledge gap apart from an instruction gap. If Attribution shows the agent found nothing relevant, the answer is missing from your knowledge base. If it found the right material and still answered badly, the problem is in how it was told to behave.

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Checking your changes worked

After teaching the agent, do not assume the fix landed. Test it. Use Teach agent or the operator sidebar and ask it to draft again, for example:
Draft a new reply to this contact using the updated knowledge.
  1. Review the generated message card
  2. Choose Open in chat input to move it into the composer, where you can edit it before sending
If the message was already sent, there is no draft left to regenerate. Recreate the scenario in Sandbox instead:
  1. Open the agent in Sandbox
  2. Send the same message the guest sent, with the same context where possible
  3. Check that the new reply reflects what you taught
Sandbox is also the better choice when you want to test the exact scenario rather than a fresh draft in the live conversation. See Teaching the agent from the inbox.

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Frequently asked questions

No. On copilot, a proposed reply exists only in your inbox until somebody sends it.
A plain proposed reply, yes. A message tagged AI is missing information or flagged as conflicting would not. See Escalations and AI tags.