When AI replies are on, the Franchise Sales Inbox can answer a prospect's email without a person writing it. This article explains the rules behind that: when it replies, what it will and won't say, and what happens when it can't. To turn it on and fill in the settings, see Franchise Inbox: AI replies and phone answering. For the Inbox itself, see Answering franchise prospects from the Franchise Sales Inbox.
There is no setting to review an AI reply before it goes out. Once AI replies are on, it sends by itself. Your controls are the on and off switch, Pause AI on one conversation, and replying yourself.
When it replies
This covers email. Texts from prospects don't get an AI reply. The AI replies only when every one of these is true:
- AI replies are on for your organization.
- The prospect's reply was verified as really coming from them, and it isn't an automatic reply such as an out-of-office.
- Your organization has the Franchise Sales add-on, isn't frozen, and is within its AI allowance and spending limit.
- The prospect is still a live prospect with an email address, hasn't unsubscribed, hasn't bounced, and isn't held by a state registration pause.
- The conversation isn't paused, and nobody on your team emailed this prospect in the last 24 hours.
- The AI has sent fewer than 3 replies to this prospect in the last 24 hours. Your whole team and the AI together can also email one prospect only 10 times a day.
If any of these fails, nothing is sent and the message waits in the Inbox for a person.
What it writes
The reply is short, usually two to five sentences, and uses the prospect's first name once. It answers only from the notes you wrote in the AI panel. If the notes don't cover the question, it hands the conversation to your team instead of guessing.
It signs with the name in Signs emails as and adds this line: "This is an automated reply from [your organization]'s assistant. A person on our team reads every conversation and can follow up anytime." It goes out as a reply in the same email thread, marked as automatic, with the same footer and unsubscribe link as any other Inbox email.
If you picked a meeting type, it can list up to three of the next open times, one per day, and add your booking link. It offers them when it makes sense. An email reply never books anyone. The prospect picks a time on the booking page. AI phone answering can book a time during a call. If there are no open times it adds just the link, and if you chose Don't offer times it adds neither.
What it won't talk about
The AI is told never to state, estimate or hint at:
- Earnings, revenue, profit, income, returns, payback, costs, fees, investment or financing, or any dollar figure or percentage.
- Whether a territory, area or city is available, reserved or guaranteed.
- Legal, tax or financing advice, or what is in your franchise disclosure document.
It also doesn't write phone numbers, email addresses or links of its own. Any question on these topics is handed to your team.
Two checks run after the AI writes. First, a draft is never sent if it has a number or currency sign, or words about money, territory, legal matters, contracts or contact details. This also catches some harmless drafts. Second, a separate AI check reads only the draft, and if it is unsure or unavailable the draft is held back. A prospect's email is treated as a question to answer, not as instructions to follow.
These checks lower the risk but don't remove it. SalesThumb can't promise that an AI reply is free of mistakes or meets franchise sales rules, so keep earnings and cost figures out of your notes and ask your own franchise counsel how you should communicate with prospects.
When it hands off
A hand-off sends nothing. The prospect gets no reply from the AI, and their message stays in the Inbox for a person to answer. Replies the AI does send don't clear the unread count, so a person still sees the conversation.
When AI isn't available
If the AI service can't be reached, or your organization has used up its AI allowance or spending limit, the AI doesn't answer. Nothing is sent, and the prospect's message waits in the Inbox.
Taking over a conversation
When you send a reply yourself, the AI is paused for that prospect. Click Resume AI at the top of the conversation to hand it back. Pause AI does the same without sending anything. You see "AI paused for this prospect" or "AI resumed for this prospect".
Frequently asked questions
Q: Can I approve AI replies before they send?
A: No. There is no review step. Once AI replies are on, it sends by itself. You can turn it off, pause it on one prospect, or reply yourself.
Q: What happens if the AI isn't available?
A: Nothing is sent. The prospect's message stays in the Inbox for a person to answer.
Q: Will the AI quote costs or say a territory is open?
A: No. Questions about money, costs, earnings, territory availability, legal matters and your disclosure document are handed to your team.
Q: Does the AI book meetings by email?
A: No. It can list a few open times and your booking link. The prospect books the time themselves. AI phone answering can book a time during a call.
Q: How often will the AI reply to the same prospect?
A: Up to 3 times in 24 hours, and not within 24 hours of a teammate's reply. Your own reply also pauses it until you click Resume AI.