Messello AI: What's Included in Every Plan
Messello AI is the built-in assistant across your entire shared inbox. It helps your team answer faster on WhatsApp, Telegram, Instagram, Messenger, web chat, email, and SMS — without any per-message or per-resolution fees. AI is included in your subscription; the ai_assist feature is available on the Growth and Scale plans.
What Messello AI does
- Draft replies — one click generates a suggested answer you can review and edit before sending.
- Auto-suggest — proposed replies appear as internal notes so agents can accept, tweak, or ignore them.
- Auto-tag and triage — new conversations are labeled and routed automatically using your own labels.
- Summaries — condense long threads into a few lines for fast handoffs.
- Auto-reply — answers simple questions on its own, but only when it's confident and grounded.
- Knowledge import — pull in your help center so answers stay accurate.
Grounded in your help center
Messello AI is grounded in your content using retrieval (RAG). Instead of inventing answers, it pulls from the help center articles you import and cites what it found. When it isn't confident, it hands off to a human teammate rather than guessing. This keeps replies on-brand and accurate.
Import your knowledge first for the best results. See Import your help center so AI can answer.
How to turn on Messello AI
- Go to app.messello.com and open Account settings.
- Open the AI section.
- Enable the features you want — draft replies, auto-suggest, auto-tag/triage, summaries, and auto-reply.
- Import your help center so the AI has content to ground its answers.
- Save. AI tools now appear in the conversation view.
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