Use the AI suggested reply

Every inbound inquiry on Yesoma arrives with a draft reply already written for you. It lives on the case page and in the inbox preview panel so you can review, tweak, and send without switching screens. This guide walks through every control around that draft — what it means, when to trust it, and when to take the wheel.

1. Where it lives

Select a Case row in Inbox to open Case Preview, or choose Open full case for the complete workspace. Preview keeps the prepared reply on Overview. Full Case keeps the shared reply workspace below the Case brief on Overview and below the thread on Conversation, so you can work on the same local draft while checking context.

When you apply a saved template, the workspace shows Using template. Choose Reset to AI to return that channel to its prepared AI reply.

2. Why-this-reply transparency

Above the composer, Why this reply explains which recorded business facts support the prepared message. It might refer to saved package pricing, a deposit policy, business hours, or a matching FAQ.

This is the trust line. Before you send, glance at it. If the chip cites data that fits the customer's question, the draft is likely solid. If it cites something unrelated — or says nothing at all — that is your signal to read more carefully before sending. The AI never silently guesses; if the chip looks thin, the Business Brain probably has a gap worth filling.

3. Edit and format before sending

In Case Preview, choose Edit on the prepared reply. In Full Case, work directly in the reply composer. Type your changes, then choose Save changes when Preview asks you to confirm the updated draft. Send actions always use the currently saved message for that channel.

When branded Email sending is available, Email has a full formatting toolbar. Select text and choose:

• One of 16 email-safe fonts: Arial, Arial Black, Book Antiqua, Calibri, Cambria, Century Gothic, Comic Sans MS, Courier New, Garamond, Georgia, Helvetica, Lucida Sans, Tahoma, Times New Roman, Trebuchet MS, or Verdana.
• A text size, bold, italic, underline, or strikethrough.
• Text color, highlight color, bulleted or numbered lists, and paragraph alignment.
• Add link for an https, http, or email address.
• Clear formatting to return selected text to the normal email style.

The listed fonts use email-safe fallback stacks. Yesoma preserves the selected font through cleaning, approval, and sending; if the recipient's email app does not have that exact typeface, it uses the next compatible font in the stack.

Use Undo and Redo in the toolbar, Command-Z or Ctrl-Z to undo, and Command-Shift-Z, Ctrl-Shift-Z, or Ctrl-Y to redo. This history belongs to the current editor, so formatting actions and useful typing groups undo reliably. If you undo and then type something new, the abandoned redo path is cleared.

Pasting from a website or document is safe: Yesoma keeps the supported presentation choices and removes scripts, unsafe URLs, and unsupported hidden styling. The sanitized formatted version is the one saved for manager approval and sent to the Email provider. A matching plain-text fallback is also produced for email apps that do not render HTML.

WhatsApp and SMS remain plain text. Their drafts are independent from Email, so changing channels does not flatten or overwrite the formatted Email draft.

4. Polish a reply you wrote

When you write or edit the response yourself, choose Polish reply beneath the composer. Pick the kind of help you want:

• Make clearer improves flow without changing the meaning.
• Fix grammar limits the edit to spelling, punctuation, and grammar.
• Shorten removes repetition while keeping the important details.
• Make warmer softens the wording without adding promises.
• Match business voice aligns the wording with the tone saved in Business Brain.

Yesoma shows Your reply and Polished side by side. Nothing is replaced automatically. Choose Use polished reply only after reviewing it, or Keep mine to leave the composer untouched. After applying it, Undo polish restores your exact original. Rich Email also treats the applied polish as one toolbar and keyboard Undo step.

Formatting and factual details stay protected during the rewrite. Yesoma preserves safe rich-Email structure and links along with names, numbers, prices, and dates, and it is instructed not to invent policies, availability, discounts, refunds, promises, or other facts. It reloads the Case and Business Brain on the server instead of trusting context supplied by the browser. Your normal assignment, channel, provider, manager-approval, and final send checks still apply.

If a Manager, Admin, or Workspace Owner approved the exact reply before it was polished, the changed wording is a different message and must be approved again. Direct Meta WhatsApp drafts must also be saved again after polishing. This is intentional: polishing can improve the writing, but it cannot carry an old authorization onto new text.

5. Regenerate

The Regenerate button re-runs the AI using the full current thread as context. Use it when:

• You just added a missing service, policy, or FAQ to the Business Brain and want the next draft to reflect it.
• The first draft came out flat or off-tone and a fresh run might do better.
• A new message from the customer changed the direction of the conversation.

Regenerate produces a new draft and replaces the current prepared reply. Because this is a new AI draft rather than an editor change, it begins a new local undo history. Copy any wording you need to retain before regenerating.

6. Voice reply

The small microphone button on the card lets you dictate your reply instead of typing it. Speak naturally; the AI rewrites your dictation in your brand voice and drops the result into the reply field. From there, save and send normally.

For setup instructions and language notes, see Voice reply and language translation.

7. Language translation

The language pill next to the card lets you translate the current draft into another language before sending. Click it, pick the target language, and the card refreshes with the translated text. You can edit the translation before sending.

Full details in the same article: Voice reply and language translation.

8. Template pills

Choose Saved templates in Full Case to search templates available for the current channel. Case Preview can also surface matching template shortcuts. These come from your saved template library and are filtered to the reply channel you are working in.

Applying a template replaces only that channel's local draft and changes the workspace label to Using template. Send actions use the updated draft. Choose Reset to AI to return to the AI-generated version.

Templates and AI drafts work side by side. The template pills do not replace the AI suggestion; they give you a one-tap override when you have a carefully crafted reply already written for a situation the AI handles regularly.

9. When to trust the draft vs. when to edit

Send as-is when:

• The customer asked a simple question that is fully covered in your Business Brain.
• The why-this-reply chip cites the right data for this conversation.
• The tone matches how you normally write to customers.

Edit before sending when:

• The customer asked something the AI did not have context for (the chip looks vague or the draft hedges).
• You want to add personal warmth — name-drop their child's birthday party date, reference a conversation you had on the phone, or match the energy they brought.
• The situation is delicate — a complaint, a refund request, a price negotiation, or any moment where a generic response would do more harm than good.

The AI draft is a starting point, not a final answer. It saves you the blank-page problem; you stay in control of what actually goes out.

10. What the AI knows about

Knows:

• Everything in your Business Brain: services, prices, policies, FAQs, tone samples, and any templates you have saved.
• The full message thread for this specific case — every message, every reply, from the beginning.
• Corrections and edits you have made to past drafts on similar inquiries (Yesoma learns from these over time).

Does not know:

• Anything that is not in your Business Brain. If you verbally agreed on a custom price during a phone call but never logged it, the AI does not know it happened.
• Activity in other cases. A conversation you had yesterday with a different customer does not carry over here.
• Real-time availability, calendar details, or live third-party data unless you have explicitly connected those sources.

If the draft says something surprising, check the Business Brain first. Nine times out of ten, either the data is missing or a policy entry needs updating.

11. Sending

The reply area below the Suggested Reply card has three send paths:

• Send branded reply (Business plan and above) — sends via your Yesoma-connected From address, with your logo, signature, and footer applied automatically. The customer sees your brand, not a generic sender.
• Reply on WhatsApp — opens a wa.me link with the draft text pre-filled. You review it in WhatsApp and tap send there.
• Send from Yesoma (the dialog that appears when sending from the inbox card preview) — same branded send path, usable without opening the full case page.

Edits and template choices stay with the channel where you made them. Send branded reply and Send from Yesoma preserve supported Email formatting and still include a plain-text fallback. WhatsApp sends its separate plain-text draft.

12. Common questions

The AI keeps suggesting something wrong. Why?

Almost always a Business Brain gap. If the AI is citing an old price, a policy you changed, or a service description that no longer fits, the fix is in the Brain — not in editing every draft by hand. Open Business Brain, find the stale entry, update it, and the next draft will reflect it. See Build your Business Brain for a refresher.

Can I disable the AI for one customer?

There is no per-customer toggle. The suggested reply always appears. If it consistently misses the mark for a particular customer, the underlying issue is usually a context gap in the Brain or an unusual situation that just needs a manual reply. Edit before send and, if you make a change that applies broadly, save it back to the Brain so future drafts get it right.

Does the AI ever send a reply automatically without me clicking?

No. Every outbound message from Yesoma is owner-initiated. The AI drafts; the human sends. Nothing goes to a customer unless you click a send button. This is intentional — the AI is a drafting assistant, not an autopilot.

Related

• Build your Business Brain — keep the data the AI draws from accurate and current.
• Voice reply and language translation — dictate replies and translate drafts.
• Use community templates and playbooks — add pre-built templates your team can use as pills.
• Assign cases to teammates — route cases so the right person reviews and sends each draft.