AI in the Inbox

Raquel Updated by Raquel

At Turn.io, we continuously innovate to help organizations provide seamless and effective chat services. You now have access to powerful AI-driven features designed to amplify your human assistance, streamline responses, directly within the Inbox.

Here are the AI features we offer on the Inbox:

  • Suggested replies: automatically generate a suggested reply — so that your operators spend less time typing, and more time helping.
  • Transcribe voice notes: automatically transcribe voice notes your users send, saving you time and allowing you to have the whole conversation history in text.
  • Transcribe and summarise calls: automatically transcribe and summarise calls, so that you can focus on helping people, not typing notes.

All these features require you to integrate with an AI provider.

To enable them, navigate to the Settings page > AI > Inbox:

Suggested Replies

AI analyses ongoing conversations and suggests three possible replies, allowing agents to respond faster and with greater accuracy. This feature eliminates guesswork, ensures consistency in messaging, and significantly speeds up interactions, helping your team handle higher volumes with ease.

Transcribe voice notes

As soon as this feature is enabled, you'll see the transcription next to the voice note on the inbox:

Transcribe & summarise calls

When this setting is on, you'll be able to see transcripts and summaries in the call summary page:

You can access the call summary page from the call itself on the chat thread:

Always get consent when transcribing others. We suggest you do so in a Journey before the call, so that users are informed, and there's an audit trail.

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