Smart replies

Smart replies in Fernand help you craft accurate, friendly responses in seconds without starting from scratch. Just hit Shift+R or click the magic wand icon in the reply editor to generate a reply based on the current conversation.

Behind the scenes, Fernand uses OpenAI’s GPT-4o model, enriched with the knowledge you've passed in your AI training material . This means the AI can suggest context-aware responses that match your tone, voice, and company specifics, almost like a teammate who's read every ticket you’ve ever answered.

Example

Customer message

The customer is seeing a 403 error when trying to access their dashboard after upgrading to the Team plan.

Your prompt

Permission issue, need to refresh

Generated reply

Thanks for flagging this! A 403 error usually means there’s a permission issue. After upgrading to Team, it can take a few minutes for roles and access levels to sync. Can you try logging out and back in? If the issue persists, I’ll dig deeper right away.

Customizing behavior

You can tailor how Smart replies behave using the System prompt setting. This lets you define tone, structure, and voice using variables like ${agent_firstname} and ${contact_name}. Just click the gear icon next to the reply prompt to adjust it.