💬 In-Chat Assist
Your knowledge also helps your team inside Telegram and Discord:
- Drafts on request: an admin asks for a private reply drafted from your knowledge, then sends it, swaps it for a macro, turns it into a ticket or dismisses it.
- Learning from member replies: answers are graded from how members reply, so you can see which knowledge works.
- Save to knowledge: an admin marks a good message in chat, and it becomes a proposal in the Knowledge Base for review. It never goes live on its own.
Turning it on
Each Telegram group and Discord server has its own switches, on the Agents page:
- Select Agents in the sidebar.
- On the Agents tab, open the Telegram group or Discord server.
- Under Team tools ("They work whatever the autonomy."), set the switches below, then select Save.
Changing them takes a knowledge manager: the Owner, an Admin, or a member with the + Knowledge grant.
| Setting | What it does |
|---|---|
| Admins can ask for a draft on any message | Admins get a private reply drafted from your knowledge. "It can use your internal knowledge and macros, and warns before sending anything internal." Off until you turn it on. |
| Tell members a reply an admin sends may be AI-assisted | Shown under the switch above. Adds a short notice to replies sent from a draft. Notice text replaces the default, "Replies here may be drafted with AI and reviewed by our team."; leave it empty to use the default in each member's language. |
| Learn from member replies | On by default. 30 minutes after an answer reaches the chat, what members reply under it ("thanks", "still broken") scores the knowledge it cited. It covers the agent's own answers and the drafts your team sends. "Nothing is kept per member. Off: members' replies here are never read." |
Grades show up as the Answers, Resolved and CSAT scores in an item's version history and the CSAT column of the Library. An item whose new version does worse than the one before becomes a Regression in Gaps.
Drafts in Discord
Two commands, both private to the admin who uses them:
- Suggest reply: right-click a member's message (long-press on mobile), then Apps, then Suggest reply. You get "Suggested reply (only you can see this)" with the draft and the items it used.
/reply: "Reply with a macro. Only you see the preview." Pick a macro (it autocompletes from your macros) and, optionally, paste a link to the message to answer. Without a link, the reply posts in the channel where you ran the command.
The preview carries four buttons:
| Button | What it does |
|---|---|
| Send as Fren One | Posts the reply as the agent, as a reply to the member's message. |
| Other macro | Swaps the draft for one of your macros. |
| Make a ticket | Opens a ticket for the member instead. |
| Dismiss | Drops the suggestion. |
A draft that uses Internal knowledge asks twice: "This draft uses internal knowledge. Press Send again to post it." When several admins look at the same question, the first to send wins: "Another admin already handled this suggestion."
Discord shows these commands to members with the Manage Messages permission, and the agent only answers its admins: the server owner, Administrators, and members of an agent admin role. Both commands need Admins can ask for a draft on any message on for the server; otherwise the agent can't get a suggestion.
Drafts in Telegram
Ask for a draft. On a member's message, an admin taps Reply, taps the quote above the keyboard, chooses Reply in Another Chat and picks their private chat with the agent, then sends any message. The draft comes back in that chat, just for them, under "Draft reply" and the group's name. The group sees nothing.
Drafts the agent writes for your team. When the agent drafts a reply in a group instead of answering on its own (set by the group's mode on the Agents page), the draft goes where the group's Drafts setting sends it: a direct message to admins, the group (visible only to admins), or a Telegram channel. With Admins can ask for a draft on any message on, these drafts are written from your knowledge too.
Both carry the same buttons:
| Button | What it does |
|---|---|
| ✅ Send as Fren One | Posts the reply in the group as the agent. |
| 📋 Other macro | Swaps the draft for one of your macros. |
| 🎫 Make a ticket | Posts a link the member taps to open a private support ticket. Needs tickets turned on for the group. |
| Dismiss | Drops the draft. |
A draft that uses Internal knowledge asks twice: "This draft uses internal knowledge. Check it, then tap Send again to post it in the group." Any admin of the Telegram group can use the buttons. A reply sent this way ends with "🤖 Automated response from the knowledge base."
After a reply is sent, the admin is offered 💾 Save to KB, to save that question and answer for review. See Save to knowledge.
Save to knowledge
An admin who sees a good answer in chat can file it for the Knowledge Base. It becomes a proposal under Proposals on the Gaps tab, tagged Saved message, and nothing goes live until a knowledge manager approves it.
| Platform | How to save |
|---|---|
| Telegram | Any admin of the group reacts to the message with 📌 or ✍. The message it replies to is saved with it as context. |
| Discord | Right-click the message, then Apps, then Save to knowledge. Up to 10 messages before it in the same channel or thread are saved with it as context. |
The agent confirms privately: "Sent to the knowledge base for review" on Telegram, "Saved for review in the knowledge base." on Discord. Saving a message that's already waiting says so instead of filing it twice.
Before anything is stored, personal details such as email addresses, phone numbers and card numbers are removed; the proposal says how many. An approved saved message lands as an Internal item unless the knowledge manager chooses otherwise.
Save to knowledge doesn't need the draft switch: it works in every connected group and server.
Telegram only tells bots about reactions in groups where the bot is an admin, and never for an admin posting anonymously. 📌 isn't in Telegram's standard reaction set, so a group sees it only when it allows extra reactions; ✍ works in every group. The agent also needs to have seen the message recently: if it can't read it, it says so and saves nothing.
On Discord, Save to knowledge is shown to members with Manage Messages, and only the agent's admins can use it.
Credits
Each draft written from your knowledge uses AI credits: Suggest reply in Discord, a draft asked for in Telegram, and a draft the agent writes for your team when the draft switch is on. Asking again for the same message while its draft is open costs nothing, and replying with a macro is free. Learning from member replies has no separate cost. See Credits & Limits.
Related
- Library: macros
- Gaps: where saved messages wait for review
- Telegram AI Assistant and Discord AI Assistant