# Artificial Intelligence \[AI]

## AI Conversation Summary

Replyco AI scans the last 15 messages in a ticket or chat conversation and generates a summary of the conversation. This functionality allows users to quickly grasp the context of the conversation without needing to read through all previous correspondence:

<figure><img src="/files/EPyrQsViIuPROeUTGFJI" alt=""><figcaption><p>AI Ticket Summary</p></figcaption></figure>

<figure><img src="/files/POxOBko66UbI8RZBqjlu" alt=""><figcaption><p>AI Chat Summary</p></figcaption></figure>

Once a summary is generated, users can view it directly from a Ticket List by hovering over a ticket subject:

<figure><img src="/files/rjrUxpaQs5iE2r2SUfHf" alt=""><figcaption><p>Ticket Summary on a Ticket List</p></figcaption></figure>

Under the Settings tab within the Tools => AI Settings section, you can toggle the AI Conversation Summary feature On/Off. Additionally, you have the option to enable automatic summary generation every time a new message arrives:

<figure><img src="/files/bgkX3zMqZvU9TMKUxK2a" alt=""><figcaption><p>AI Summary Settings</p></figcaption></figure>

## AI Ticket Categorisation

Replyco AI automatically scans tickets and generates categories based on their content. These categories appear as regular labels and are displayed in a separate column on a Ticket List:

<figure><img src="/files/94KTAhKJweUxHltJ758p" alt=""><figcaption><p>AI Categories on a Ticket List</p></figcaption></figure>

We also offer the ability to filter tickets by these AI Categories:

<figure><img src="/files/YptNWTniGeTUmT38gqq7" alt=""><figcaption><p>Filtering by AI Category</p></figcaption></figure>

These categories are also accessible under the Smart Filters tab. Clicking on them will direct you to a ticket list with the corresponding filter applied:

<figure><img src="/files/uXyzf751Stk7wjbjjWeW" alt=""><figcaption><p>AI Categories under the Smart Filters tab</p></figcaption></figure>

To manage the AI-generated categories, please navigate to Tools => AI Settings => Categories. Here, you can delete or edit the existing categories as needed:

<figure><img src="/files/MytJBNRhuc1wzkSqitON" alt=""><figcaption><p>AI Categories Management</p></figcaption></figure>

If you prefer not to categorize tickets from specific customers, you can utilize the AI Customers Blacklist tab located under the Tools => AI Settings section:

<figure><img src="/files/KrxCyX1UrdiAzYoNjaAq" alt=""><figcaption><p>AI Customers Blacklist</p></figcaption></figure>

Under the Settings tab within the Tools => AI Settings section, you can toggle the AI Categorization feature On/Off and select the channels for which AI Categorization will be applied:

<figure><img src="/files/z9PbaUqa1KYEA92nL3Ja" alt=""><figcaption><p>AI Categories Settings</p></figcaption></figure>

## AI Writing Assistant

Whether you're composing a reply to a chat conversation or crafting a comprehensive response in a ticket, our AI Writing Assistant is here to lend a hand.

<div><figure><img src="/files/B5kDgb3yfxechJCrbkhx" alt=""><figcaption><p>Ticket Reply Box</p></figcaption></figure> <figure><img src="/files/hxbhYf8yv5QQsmshI2BZ" alt=""><figcaption><p>Chat Reply Box</p></figcaption></figure></div>

We trust that you'll find these AI features valuable additions to your daily workflow. Your feedback and suggestions are invaluable to us, so please don't hesitate to share your ideas with us on our [Public Roadmap](https://roadmap.replyco.com/).

#### Still have questions?

{% hint style="info" %}
**We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via:

**Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App)

![](/files/QbOMrBEWDv4EeOi2pABN)

**Email:** <help@replyco.com>
{% endhint %}


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