Use AI Draft Replies in the Inbox

When to use this

Use this article when you need to use AI Draft Replies in the Inbox in Topo. The main staff surface is Staff > Inbox. It is written for Support Staff, Managers.

What this covers

• AI drafts grounded in Help Docs

• Refusal to invent policy/pricing

• Reviewing source articles

• Editing before sending

• Keeping source articles current

Before you start

• Use a staff role that can view Inbox conversations. Replying, assigning, or closing conversations may require additional permissions.

• Open the conversation and review the member profile, prior messages, tags, assignment, and status before replying.

• For AI drafts, review the cited Help Docs and edit the response before sending.

• Do not send policy, pricing, billing, or account-specific decisions until a staff member has verified the answer.

• Use Help Docs updates to fix repeated AI-draft gaps instead of correcting the same draft manually every time.

Steps

1. Open an Inbox conversation.

2. Choose the AI draft action.

3. Review the draft text and any cited Help Docs articles.

4. Edit the draft for the member’s actual situation, tone, and policy.

5. Send only after a staff member has reviewed it.

6. Dismiss drafts that rely on outdated or incomplete help content, then update the source article.

What happens after saving or completing this

• Topo updates the related audience, message, form, referral, promotion, or conversation record.

• Email sends and automations respect subscription status, category preferences, and sender readiness.

• Review recipient, submission, or conversation history after the workflow completes.

Common issues and fixes

• AI drafts are suggestions, not sent messages.

• If citations are stale, update Help Docs before relying on the draft.

• Never send private account decisions without staff review.

• Bulk send is disabled: verify sender-domain setup and confirm the environment allows real marketing sends.

• Recipients are skipped: check subscription status, category preferences, selected lists, selected segments, and whether the audience has subscribed recipients.

• AI or automation content looks wrong: update the source Help Docs, templates, or sequence steps, then review the draft before sending.

Related articles

• Marketing Contacts Overview

• Build a Segment

• Configure Email Delivery