My team handles a lot of customer conversations over email, and those are the slowest replies to write. The AI can already suggest replies on chat channels, but when someone on my team opens an email thread there is no suggestion at all, so every reply gets written from scratch even when the answer is already in our knowledge base.

I would like the same suggested replies on email. When a teammate opens an email conversation, the AI drafts a reply using the earlier messages in that thread and the knowledge the agent already works from, written the way an email should read rather than as a short chat message. My team still reviews and edits the draft before anything is sent, so a person always decides what goes out.