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You can suggest a reply for a user to review on a thread. The user sees it in the composer, edits it if needed, and sends it. The customer sees nothing until then. Use suggested replies when a human needs to check a message before it goes out, or while you build trust in a new agent before letting it reply on its own. The API key needs generatedReply:create, plus thread:read if the agent reads the thread first. See suggested replies for the full API reference.

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Multiple suggestions

A thread can have multiple suggested messages. Your suggestions will take precedence over suggestions from Plain. The Customer Agent only drafts a suggestion when a user asks for one in Plain, so its suggestions don’t appear in generatedReplies on their own. Yours still show without anyone asking.