Overview

You can reply to any customer directly from the Dealism Inbox.

When you want full control of a conversation, switch Autopilot OFF first. This moves the conversation to Copilot, where your AI Customer Agent can still generate suggestions without sending them automatically.

Open the conversation

Go to Inbox and select the customer conversation you want to handle.

You can also use search to find a customer by name or conversation keyword, or open a conversation marked Support Needed when your Agent requires human input.

Pause Autopilot

Check the Autopilot status in the conversation.

If Autopilot is ON, select the Autopilot control in the top-right and turn it OFF.

The conversation switches to Copilot, preventing the Agent from automatically sending the next reply while you handle the conversation.

If Autopilot is already OFF, you can continue directly.

Review the customer context

Before replying, review the conversation history and the information available in the right sidebar.

You can use the AI-generated summary, customer context, objective progress, strategy analysis, and recommended next actions to understand the conversation before responding.

Send your reply

Use the message box at the bottom of the conversation to write your response.

Depending on the connected channel, you can also send supported media such as images, files, audio, or video.

Review your message, then select Send.

Use Copilot for a suggested reply

You don’t have to write every manual response from scratch.

While the conversation is in Copilot, select Generate to let your assigned AI Customer Agent prepare a suggested response.

Review and edit the suggestion as needed, then send it yourself.

Hand the conversation back to your Agent

When you’re finished handling the conversation manually, you can turn Autopilot back ON.

Your Agent can then resume automatically handling supported incoming customer messages.

If you want to continue reviewing responses yourself, leave Autopilot OFF and continue using Copilot.

Improve your Agent after taking over

If you had to step in because the Agent was missing important information, use the conversation as feedback.

Add missing business information to Knowledge or create a Strategy for a recurring customer situation.

Test the change with Try Me before relying on the Agent to handle similar conversations automatically.