Reply Modes
Know Reply has two reply modes. Auto-send (paid plans) lets your AI reply to customers instantly without human involvement. Draft review (Free tier) holds every reply for your approval before sending. This is the single biggest difference between the Free tier and paid plans.
Auto-send mode
Section titled “Auto-send mode”Available on Starter, Pro, Premium, and Enterprise plans.
In auto-send mode, the AI sends replies automatically when it can handle the conversation. When it can’t, it escalates to you instead. Your customers get fast, accurate replies, often within seconds, without you lifting a finger.
How it works
Section titled “How it works”- A customer email arrives
- The AI generates a reply and evaluates whether it can handle the request
- Can handle it: the reply sends immediately, no human needed
- Needs help: the AI escalates to you or asks the customer a clarifying question
What triggers escalation instead of auto-send
Section titled “What triggers escalation instead of auto-send”The AI holds back and escalates when:
- The question falls outside your knowledge base
- The customer is upset or the situation is sensitive
- The request involves an action the AI can’t take
- The email matches one of your escalation rules
What your customers experience
Section titled “What your customers experience”Customers get fast, personalized replies, often within seconds of sending their email. They don’t know or care whether a human or AI wrote it. When the AI escalates, your team picks up the conversation seamlessly.
Switching to draft review
Section titled “Switching to draft review”Paid plans can optionally enable draft review for any agent if you want manual oversight. This is useful when onboarding a new agent or handling a sensitive inbox. You can switch back to auto-send at any time.
Draft review mode
Section titled “Draft review mode”The default (and only) mode on the Free tier.
In draft review mode, every AI reply is held for your approval before sending. Nothing goes out without you seeing it first.
How it works
Section titled “How it works”- A customer email arrives
- The AI generates a draft reply
- You receive a notification email showing the original message and the AI’s draft
- You review the draft and approve, edit, or discard it
Auto-acknowledgment
Section titled “Auto-acknowledgment”If a draft sits unreviewed, Know Reply can send a brief acknowledgment to the customer so they aren’t left waiting. This prevents the worst outcome: silence.
- Configure the delay timer in your agent settings (how long to wait before sending the acknowledgment)
- Customize the acknowledgment message template
- The acknowledgment is a simple “we received your message and will get back to you”
- It never sends the AI draft without your approval
Auto-acknowledgment only applies to Free tier draft review. Paid plans use auto-send, so the customer always gets a real reply, not a generic acknowledgment.
Availability by plan
Section titled “Availability by plan”| Feature | Free | Starter | Pro | Premium | Enterprise |
|---|---|---|---|---|---|
| Auto-send mode | No | Included | Included | Included | Included |
| Draft review mode | Always on | Optional | Optional | Optional | Optional |
| AI conversations/month | 50 | Unlimited | Unlimited | Unlimited | Unlimited |
| Auto-acknowledgment | Configurable timer | N/A | N/A | N/A | N/A |