Create and Use AI Reply Suggestions | NapoleonCat Help Center

What is AI Reply Suggestion?

AI Reply is a feature in NapoleonCat's Social Inbox that generates suggested replies to comments.

Its goal is to speed up the work of moderators and increase the consistency of the brand's communication. To prepare the best possible reply, our AI system analyzes the brand's previous responses to user comments. This allows it to:

Replicate the brand's communication style.
Mimic characteristic phrases and the way the brand responds to various situations.

Thanks to this, the AI can propose a reply that:

Sounds like a real moderator wrote it.
Matches the brand's tone.
Considers the context of the comment, the post's content, and earlier messages in the thread.
Significantly shortens the response time.

In practice, the AI does not "learn" once and for all; instead, it uses the most relevant examples of earlier replies every time to select the best style and content.

Additional Knowledge Sources for the AI

It is possible to expand the AI system's knowledge by providing additional, external pages containing information about the brand, such as:

Internal knowledge bases.
Help centers.
FAQs.
Pages with instructions or articles.

For the AI to use them, the pages must be accessible to bots (without logging in, blocks, or "noindex" tags) and must contain clear, substantive content.

Thanks to these additional sources, AI Reply:

Proposes replies tailored to the specific brand's tone and communication style.
Understands the conversation context.
Shortens the time taken to reply to comments.

⚠️ Important: Avoid adding advertising pages, marketing pages, and landing pages as knowledge sources. They usually do not contain the detailed and precise information the AI needs to create accurate replies. Adding more substantive materials will allow the AI to better reflect the specifics of your brand, products, and customer service.

How to Create an AI Agent?

Every page where the feature is to operate requires individual configuration within NapoleonCat. To configure an AI agent, follow these steps:

Go to AI Settings
Click Add Agent
Select profiles — the agent will generate reply suggestions for interactions on these profiles (excluding private messages)
Choose the communication tone — you can describe it yourself or generate it based on the current communication
Add custom rules (optional) — these are specific instructions, limitations, or guidelines that the AI must follow (one per line), e.g., "Always encourage contacting Customer Support"
Add Knowledge Sources — these are documents, sheets, and URLs that feed the AI suggestions. You can add a maximum of 5 files, and their maximum size is 50 MB
Select whether you want to use saved replies as a knowledge source for AI suggestions. You can manage them in Settings → Saved Replies
Test the responses and edit the agent if necessary
When everything is ready, click Save and activate.

Note: At this stage, the feature only works for comments (it does not yet support private messages).

How to Use AI Reply Suggestions when Replying to Comments?

Each time a response is generated, it consumes one AI coin.

Click the AI Reply Suggestions icon
The AI response will be generated
You can edit it or click "Generate again" if you need a completely different response

When the response is ready, click Send and Close or Send

And that's a wrap!

⚠️ Important: All data is processed and stored within the European Economic Area (EEA). The data used for AI Reply is not used to train AI models. It is used exclusively to generate suggested responses for a given social profile and is not shared with other users.