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Who can use this?
  • Gallabox users with AI Reply enabled on their account.
  • Roles: Owners and Admins (and roles with AI agent permissions) can enable/disable AI Reply; Agent role uses AI Reply in the compose box.
AI Reply is different from Chat AI Agents. Chat AI Agents handle conversations autonomously — AI Reply assists human agents by drafting replies on demand. The human is always in control. AI Reply is available for WhatsApp and Instagram conversations, not Web Chat, and consumes AI credits.

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Plan Availability

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What is AI Reply?

AI Reply is an AI-powered compose assist feature that drafts replies for human agents on demand. Instead of composing every reply from scratch, the agent clicks Generate AI Reply in the compose box to get an AI-drafted reply based on the conversation — and can send it as-is or edit it before sending. AI Reply helps your team respond faster without replacing human judgment. The agent always has the final say — they can accept the suggestion, edit it, or ignore it entirely.

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How AI Reply Differs from Chat AI Agents

Use AI Reply when: You want to assist human agents without fully automating conversations. Good for teams that want AI to speed up replies but want to keep a human in the loop. Use Chat AI Agents when: You want to handle conversations fully autonomously — especially for high-volume, repetitive queries where human involvement isn’t needed.

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How to Enable AI Reply

AI Reply is enabled directly from the reply box in Inbox — there’s no separate settings page.
  1. Open a conversation in Gallabox Inbox.
  2. First-time users see an onboarding popover in the reply box introducing AI Reply.
  3. Click Enable AI Reply.
Enabling AI Reply requires channel-edit (admin) permission. If you don’t have it, you’ll be asked to contact your account admin to enable it.

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How to Use AI Reply

AI Reply is click-to-generate — you trigger it when you want a draft in a WhatsApp or Instagram conversation:
  1. Open a conversation in Gallabox Inbox.
  2. Click Generate AI Reply in the compose box.
  3. AI Reply drafts a reply based on the conversation context.
  4. Edit the draft if needed — or dismiss it and type your own reply.
  5. Send your reply (edited or as-is) by clicking Send.
Pro tip: AI Reply requires one or two connected Knowledge Bases. The more specific they are, the more accurate the suggestions. If suggestions are too generic, add more domain-specific documents.

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Example

Scenario: You run a customer support team of 5 agents. They’re handling 200 conversations a day and spending too much time typing the same responses to common questions. You want to speed up replies without fully automating conversations. Here’s how you’d set it up:
  1. Enable AI Reply from the reply box in Inbox (you’ll need channel-edit permission).
  2. Connect one or two Knowledge Bases with your support FAQ documents, return policy, and common troubleshooting guides.
  3. Tell your team: “Click Generate AI Reply when a draft would save you time — send it if it’s accurate, edit it if it needs changes. If the draft is completely wrong, dismiss it and type your own reply.”
  4. Monitor AI credit usage on the AI Wallet screen to keep an eye on how much AI Reply is consuming.

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FAQs

Check these in order:
  1. Is AI Reply enabled? It’s enabled from the reply box in Inbox — if you don’t have channel-edit permission, ask your account admin to enable it.
  2. Are one or two Knowledge Bases connected? AI Reply requires them before it can generate suggestions.
  3. Is the conversation long enough? AI Reply needs context to generate suggestions. A one-message conversation may not have enough context.
  4. Does your plan include AI Reply? AI Reply requires the Essential or Advanced plan. If credits are exhausted, AI Reply will stop generating suggestions until credits are topped up.
AI Reply requires one or two connected Knowledge Bases. It does not generate suggestions from conversation context alone.
Yes. Agents are always in full control. They can dismiss any suggestion and type their own reply. Accepting a suggestion is never mandatory. If an agent finds suggestions unhelpful, they can dismiss them and type their own reply.
Yes. Each AI Reply suggestion consumes a small number of AI credits. The exact amount depends on the length of the suggestion and the model used. You can monitor credit usage in AI Wallet.
  • Inbox — Find the conversation workspace where AI Reply is used.
  • Optimize Inbox — Use other tools available while composing a reply.
  • Knowledge Base — Manage the sources connected to AI Reply.

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Next Steps

  • Open a WhatsApp or Instagram conversation in Inbox and generate a draft.
  • Review AI credit consumption in AI Wallet.