Use AI to Reply to Customer Messages
Trade2Base includes an AI-assisted reply feature in the inbox so you can respond to customer messages faster, without sacrificing a personal touch. The AI reads the customer's message and drafts a reply for you — you review it, tweak it if needed, and send.
How the AI reply feature works
When a customer sends you a message via WhatsApp or email, it lands in the Trade2Base inbox. Below the message composer you will see a Generate reply button. Click it and the AI reads the customer's latest message along with context from their job history and previous conversation, then drafts a reply in seconds.
The AI does not send anything automatically. Every draft goes into the compose box first, where you can read it, edit it, and only send it when you're happy. You are always in control.
AI replies use your connected OpenAI key or Trade2Base's built-in AI credits. Go to Settings → AI to check your connection status and available credits.
Generating a draft reply
Go to Inbox in the sidebar and click the customer conversation you want to reply to.
Below the message composer, click the Generate reply button (the sparkle icon). The AI will read the customer's last message and any relevant job context.
The draft appears in the compose box. Read it carefully. The AI aims to answer the customer's question or acknowledge their message, but you know your customer best.
Click anywhere in the compose box to edit the text. You can change specific phrases, add job details the AI missed, or shorten a long reply.
When you're happy with the reply, click Send. The message goes out over the same channel (WhatsApp or email) that the customer used to contact you.
Choosing a tone: professional or friendly
Before you click Generate reply, you can select a tone. The tone selector appears as two buttons next to the Generate reply control:
Formal, concise language. Best for commercial clients, property managers, or any situation where you want to sound polished and businesslike.
Warm, conversational language. Great for long-standing domestic customers or when a message needs a more personal touch.
You can regenerate the draft at any time by clicking Generate reply again — the previous draft is replaced. If you switch tone and regenerate, the new draft reflects the updated tone.
Using AI replies for WhatsApp and email
The AI reply feature works across all channels in the Trade2Base inbox. Whether the customer contacted you via WhatsApp Business or email, the compose box and Generate reply button appear the same way. The AI adapts its draft length slightly by channel:
Drafts are kept shorter and more conversational, matching the informal nature of messaging apps. Bullet points are avoided in favour of flowing sentences.
Drafts include a greeting, structured body paragraphs, and a sign-off. The AI pulls your business name from your Trade2Base profile to sign off correctly.
Setting a default tone per engineer
If your engineers have different preferences for how they communicate, you can set a default tone for each team member so they don't have to select it every time:
Click your profile icon in the bottom-left, then select Settings.
Select the Team section and click the engineer whose default you want to set.
Under the AI section of the engineer profile, choose Professional or Friendly. This becomes the default when that engineer generates a reply from their account.
Engineers can still override the default tone on a per-message basis by toggling the selector before generating a reply.
Trade2Base AI helps your team respond to customers in seconds. Try it free today.
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