Chat Quick-Reply Suggester
Build an internal tool that reads the live chat in front of your agent and suggests the best 1-3 approved quick replies, with placeholders already filled in, so your team answers fast and on-brand without ever going off-script.
Your agents paste in the current chat, instantly see the top approved snippets with names, order numbers, and other fields already filled in, pick one, tweak it if needed, and send it themselves - while every suggestion and send is logged so you can see which replies actually work.
Before you start
- A free Supabase account
- A free Vercel account
- A free Resend account (optional, for the weekly effectiveness digest)
- Your approved snippet/macro library in a Google Sheet or CSV
The problem this kills
Live-chat agents are under the clock. A customer is typing, the queue is backing up, and your best agent is digging through a 200-line macro doc trying to remember the exact wording for "where's my order" - then hand-editing in the customer's name and order number before they can hit send. The slow ones freelance, go off-brand, and quietly invent policy. The fast ones burn out.
You already wrote great approved replies. The problem is getting the right one in front of the agent at the right second, with the blanks already filled, without letting anyone paste something you never approved.
What you'll build
A simple internal web tool your agents keep open beside their chat window. They paste (or type) the current conversation, and the tool instantly suggests the top 1-3 approved quick replies that fit - with placeholders like {{customer_name}} and {{order_number}} already filled from what the agent entered. The agent picks one, edits the wording if they want, and sends it themselves. Nothing is ever auto-sent to a customer, and nothing is ever suggested that isn't in your approved library.
Every suggestion shown and every reply sent gets logged, so you can finally see which snippets earn their keep and which ones nobody touches.
What's inside the Implementation Plan
The plan is a complete, paste-and-go runbook for an AI coding agent (Claude Code). You don't write code - you answer questions and copy prompts.
- It starts by interviewing you about your business. Before a single line is built, the plan has the AI ask about your current chat process, the tool your agents use, the exact snippet/macro library you already have, your placeholder naming, your busy-hour volumes, and your messiest edge cases - then it reads back a short tailored spec for your thumbs-up. You get a tool shaped around your support team, not a generic demo.
- A step-by-step build: login, your snippet library imported from a Sheet/CSV, the matching logic that ranks approved snippets against the chat, the placeholder auto-fill, the agent's pick-edit-send screen, and the usage log.
- A weekly effectiveness digest by email so you can prune dead snippets.
- A "No API yet?" path so the whole thing works today off a CSV - no integration with your chat platform required.
The governance it includes (this is the point)
This isn't a chatbot that talks to customers. It's a disciplined assistant for your agents, with guardrails baked in:
- Login so only your team can use it.
- Row-level security so each organization only ever sees its own snippets and logs.
- Approved-only suggestions - replies come strictly from your library and are never invented by the AI.
- A hard human gate - the agent always picks, can edit, and explicitly sends; nothing reaches a customer automatically.
- Duplicate guards keyed on snippet ID so the same suggestion can't be double-counted or double-logged.
- A complete audit trail - who was suggested what, what they sent, and when.
Who it's for
Live-chat and shared-inbox agents who need speed without going off-script - and the support leads who want consistent, on-brand replies and real data on which canned answers actually help.
You've got this. Open the plan, paste the first prompt, and let the interview tailor it to your team.