Using AI sessions

Throughout the app, you'll see places where you can chat with an assistant to get help with your work. This is called a "session." This guide explains what a session is, where to find one, and how to get the best results out of it.

What a session is

A session is a conversation with the app's built-in assistant. You type what you need in plain language, and the assistant can look things up for you, draft content, or — when you ask it to and approve the result — make changes in your account. Think of it like messaging a capable assistant who has access to your contacts, campaigns, and settings, but who always checks with you before anything goes live.

You don't need any special phrasing or commands. Just describe what you want the same way you'd explain it to a colleague.

Finding things you've already made

Ask for content by what it's about, not just by its exact name — "find the post about pricing objections", "which template is our welcome email", "attach the Q3 board report". The assistant searches titles and summaries across blog posts, emails and templates, files, web pages, social posts, images, segments, campaigns and automations, and shows you what matched before opening anything. You can also ask for content by the conversation it came from — "the deck from the webinar session" — and the assistant lists the main things that session produced. What it found comes back as clickable chips — including the conversation itself, so you can open the session the content came from straight from the reply. Questions about numbers — how many, what rate, which trend — are answered from your data directly, and you can combine the two: "how many blog posts cover pricing?" finds the posts, then counts them.

Where to start a session

You can start a session in a few places, and it works the same way in all of them:

• Pulse. Click "New report" on your home dashboard to start a session. This is a good place to start when you're not yet sure what you need — you can ask general questions, get a summary of what's happening in your account, or kick off something new.
• A campaign's chat. Open any campaign and you'll find a chat alongside it. Use this when your request is specific to that campaign — for example, asking for a draft of one of its emails, or a change to its schedule.
• A segment's chat. Open a segment and you'll find a chat there too. Use this to describe the group of contacts you want in plain language, and the assistant will help translate that into the conditions that define the segment.

Wherever you start, the assistant behaves the same way and follows the same rules: it drafts, it asks when something is unclear, and it never sends or publishes anything without your review.

Finding all your tasks

Every session you start anywhere in the app — from Pulse, a campaign, or a segment — is saved as a task you can come back to later. Click All tasks to see every one of them in a single list, across all of your campaigns, with whichever task had the most recent activity at the top.

Each task in the list shows the artifacts it produced — an email, an image, a landing page, and so on — as small chips underneath it, so you can jump straight to what the assistant made without reopening the whole conversation. The list loads more tasks automatically as you scroll, so you don't have to wait for everything to load up front.

To find a specific task, use the search box in the top-left of the page. It matches against a task's title and its most recent message, searching across all of your tasks as you type.

Seeing who did what

When more than one person on your team works in the same session, each message shows the name of the teammate who sent it, right next to the time it was sent. The same applies when someone answers one of the assistant's clarifying questions, or approves or rejects an action the assistant asked to take — the transcript records who made that call. This makes it easy to see, when you reopen a session later, who asked for what.

A few things worth knowing:

• Attribution follows the person, not the session. If you start a session and a colleague later picks it up, their messages are attributed to them, not to you — every action is credited to whoever actually took it.
• The assistant's own automated activity (for example, a scheduled routine running on its own) is shown as the automation rather than a person.
• Older sessions from before this feature was introduced may show some messages without a name.

Pointing at your own data

Type @ anywhere in the message box and a search list appears. Pick something from it and it becomes a chip in your message — a specific contact, segment, email template, campaign, automation, image, saved file, social post, web page or form, or an email you've already sent.

This is the difference between the assistant guessing and the assistant knowing. "Send an email to our newsletter people" makes it work out who you mean and probably ask. "Send an email to @Newsletter subscribers" points at one exact segment, so it just goes.

Reach for it whenever your request refers to something that already exists:

• Who — "send email to @Newsletter subscribers using template @Welcome email"
• What to build from — "create an email template that includes the information from @Q3 research" (a saved file)
• What to reuse — "create a LinkedIn post about our launch. Reuse the image @Launch hero rather than generating a new one."
• What to copy — "Clone @Monthly newsletter into this campaign and adapt it"

Throughout this documentation you'll see examples written as @[Segment name] or @[Template name]. That's a stand-in for the chip you'll create by typing @ — not something to type literally.

How to write a good prompt

The clearer your request, the better the result. A good prompt usually covers three things — and two more that are easy to forget:

1. Who it's for. Which contacts, segment, or audience is this message or piece of content aimed at? @-mention them and there's no ambiguity.
2. What you want. What should it say or do? What's the goal — get a reply, drive a click, share an update?
3. Any constraints. Tone, length, which channel (email vs. text), any specific offer or detail that must be included, anything to avoid. For anything visual, layout counts too — "one column, no images" produces a very different email template from the default.
4. Name it. The name of a template, form, page or file is yours to choose, and choosing it up front saves renaming later: "create a web form called 'Contact Us' that captures…".
5. Ground it. If the material already exists, point at it rather than re-describing it — a URL, or an @-mention of a saved file, template or image. "Summarize the posts at [url] into a newsletter template" beats pasting the posts in.

Here's the difference in practice:

Vague: "Write an email."

Better: "Draft a re-engagement email for @Dormant 60 days. Keep the tone friendly and casual, not salesy. One clear call to action: book a call with us. Under 150 words."

The second version tells the assistant who the email is for, what it should accomplish, how it should sound, and how long it can be — so the first draft is much closer to something you can actually use.

You don't have to get every detail right the first time. If your first message is short, the assistant will often ask a follow-up question rather than guess.

Starting from an example

Every message box has a + button beside it. Open it and choose Examples to browse a list of starter prompts grouped by what they produce — email, email design, SMS, web pages, social, images, content, presentations, research, insights and more — with the ones relevant to the screen you're on listed first. There's a search box if you'd rather type than browse. (The same + menu is where you'll find Fields and Import contacts file.)

Each example shows its name and a preview of the prompt underneath. Clicking one drops the full prompt into your message box, where it's yours to edit before sending. Most contain bracketed placeholders like [pick a segment] or [topic] — replace those with the real thing (and where an example says to pick a segment or contact, that's a good moment to type @).

Clarifying questions are normal

If your request leaves something important open, the assistant may ask you one question before it starts — for example, which segment to use, or what tone you're going for. This isn't a sign anything went wrong. Just answer the question, and the assistant will pick up where it left off and continue the work.

Stopping a task that is taking too long

While the assistant is working, the message box shows a Stop button. Press it and the assistant stops where it is — nothing further is created, and anything it already saved stays saved as a draft. You can then send a new message in the same session to steer it differently.

Long tasks are normal: research, a multi-step campaign, or a page with several generated pieces can legitimately run for several minutes, and closing the tab does not interrupt the work — reopening the session picks the progress back up.

During a long quiet stretch — say, while a big email design is being composed — the activity panel shows a small "Still working" line with a running timer, so you can tell the difference between a task that is genuinely busy and one that has died. If the AI service behind the app is briefly overloaded, you may also see a note like "AI provider is busy — retrying (attempt 2 of 5)": the assistant is waiting out a temporary slowdown on the provider's side and will continue on its own; there is nothing you need to do.

But a task will not run forever. If one is still going after about twenty minutes without finishing, it is stopped automatically and the session shows an error instead of a spinner, so you are never left watching a task that has quietly stopped making progress. When that happens, a narrower request usually succeeds: ask for one thing rather than several, or split the work across two sessions.

If the connection drops

Now and then a session can't get through — either your own connection to the app drops (for example your Wi-Fi cuts out), or the app reaches you fine but briefly can't reach the AI service behind it. When that happens the session shows a small card explaining which of the two it was, with a Try again button, instead of a raw error.

You don't lose your place. The conversation so far, and anything the assistant already produced, are saved — and if the drop was only on your side, the assistant often keeps working in the background while you're disconnected. Press Try again and the session picks up where it left off: it reconnects to a task that is still running, or restarts the step that failed. If it can't continue for some reason, it simply resends your last message. You can also dismiss the card and carry on by typing a new message.

Everything is a draft until you say so

No matter what you ask for, the assistant never sends an email or text, publishes content, or turns on an automation by itself. Whatever it produces — a message, an image, a set of conditions for a segment, a change to a journey — is a draft for you to review. You decide whether to edit it, approve it, or discard it. Nothing goes live, goes out, or gets activated until you take that step yourself.

Sending an email or text, or publishing a social post — whether right now or scheduled for later — always pauses for a clear approve-or-reject on that exact send. You're asked once per send; approving is what lets it go out, and rejecting stops it with nothing sent. (The email and text panels later show who approved each send — see "Seeing who did what".)

This means it's safe to experiment. If a draft isn't right, you can ask for changes, start over, or just close the session — nothing will have happened in your account.

What can you ask it to create?

The assistant can help you produce several different kinds of content and information — emails, text messages, images, web pages, social posts, blog posts, presentations, and more. For a full rundown of what's available and what each one is useful for, see Artifacts overview.