The Suggested Reply Feature

Tyler Lanigan
Apr 27, 2020 · 9 min read

The Machine Learning team at Hootsuite released the Suggested Reply to a small number of our customers (~200) on April 8th, 2020. The following details our design process for the system, as well as the final system architecture and preliminary usage metrics.

The Suggested Reply feature is used in Inbox in Hootsuite. When our customers receive messages from a social network they can respond to them in Inbox. Often, they use the same responses for many messages, and a major pain point that they had was storing and accessing these responses. Customers would use an external tool like…