Ai assisted email composition

Description

Agents and supervisors can compose emails on the agent desktop with AI-powered assistance. The system automatically generates email drafts based on the conversation/email thread history, presents them in the composition box, and allows agents to refine or correct the suggestions. AI suggestions are displayed inline within the email composer, enabling quick composition without manual typing. Composition assistance can be enabled or disabled per conversation workflow via Conversation Studio.

Canonical use case

An agent receives an inbound email from a customer. Instead of typing a response manually, the AI-assisted composer generates a draft based on the previous email exchange and customer context. The agent reviews the suggestion, makes minor corrections, and sends. The entire composition takes seconds instead of minutes.