Opportunity Suggestions

ReplyRabbit can weave relevant offering suggestions and your special offer into drafts at natural sales moments, such as when a customer cancels a service or asks a pre-sales question. The feature respects your tone: suggestions only appear after your reply fully resolves the customer's request, offer terms are never altered or invented, owned products are never pitched, and upset customers are never upsold.

For the core ReplyRabbit path, see How to set up ReplyRabbit. For general questions, keep ReplyRabbit FAQ nearby.

When to use Opportunity Suggestions

Enable this feature after you have set up core ReplyRabbit, have defined your offerings and special offers in mailbox settings, and want to surface relevant products or services at moments when customers are most receptive.

Opportunity Suggestions are Pro-only. Free accounts will not see this feature in settings.

How it works

Opportunity Suggestions monitors customer conversations for natural sales moments: cancellations, pre-sales questions, and renewal inquiries. When a conversation matches an enabled moment, the draft includes a short suggestion by default, drawn from your hand-entered offerings list or from your product catalog (if enabled), up to your configured maximum. You also configure one special offer (such as "20% off for first-time customers, use code WELCOME20"), and the AI quotes it word-for-word. The draft holds back only when the customer is upset, the conversation is a complaint, or a suggestion would clearly feel out of place.

The feature applies strict guardrails:

• Suggestions only appear after the draft fully resolves the customer's actual request.
• Your special offer is phrased naturally in the reply, with the terms you set (percentage, code, conditions) kept exactly, never altered or improvised.
• Products you already know the customer owns are never suggested.
• Customers showing frustration or needing human review never receive suggestions.
• One offer per customer per 30 days (adjustable cooldown) prevents repetition fatigue.

Example: ecommerce store

A customer emails to say they are switching to a different inventory platform and want to cancel their plugin subscription. Today, a normal ReplyRabbit draft confirms the cancellation and acknowledges their choice. With Opportunity Suggestions enabled on the "cancellation" trigger, the draft adds:

> We understand, and we are sorry to see you go. We offer several tools your store might need as you scale, such as our Bulk Import Tool, Inventory Sync for Shopify, and Advanced Analytics. If you change your mind, here is 30% off your first year: COMEBACK30.

The draft still prioritizes the cancellation acknowledgement first. Suggestions appear only after you have fully handled their request. Owned products (ones you can see they already have) never appear in the list.

Example: services business

A service provider receives a message asking how quickly they can schedule an emergency boiler repair. A normal draft responds with availability and next steps. With "pre-sales" moment detection enabled, the draft adds:

> We can fit an emergency visit tomorrow between 9am and 2pm. In case it helps while you wait: we also offer our Annual Maintenance Plan, which covers all seasonal checks and priority scheduling. New customers get 20% off the first year with code SAVE20.

Again, the offer is your exact wording. The suggestion appears naturally, after solving the immediate problem.

Trigger moments

Opportunity Suggestions can respond to three trigger moments. You enable or disable each one independently in mailbox settings:

Disabled triggers never fire, regardless of conversation content.

How offers stay accurate

When you configure a special offer in settings, write it as a clear, complete statement of the terms:

> "20% off your first service plan, quote WELCOME20"

The AI phrases the offer naturally inside the reply, but your terms are locked: every percentage, amount, and code in the draft's offer wording is checked against what you configured, so nothing is invented, no code is changed, and no percentage drifts. If a draft ever contains discount language that does not match a configured offer, the system regenerates the reply without the opportunity content; if unapproved offer language still appears, the draft is withheld so nothing inaccurate reaches your team's outbox.

Cooldown and customer experience

Once an offer is included in a draft for a specific customer, it will not appear again for that same customer for the next 30 days (adjustable in settings). This prevents your support team from repeating the same offer in multiple replies to the same person, which can feel pushy or tone-deaf.

Each included offer is recorded with automation tags (rr_opportunity_offered, plus the rr_cancellation signal tag when a cancellation was detected), so you can report on how often suggestions appear and which customers receive them. Turn these tags on in the automation tag settings for your mailbox.

Segment opt-out

If you use ReplyRabbit customer segment rules, you can mark any segment with "Never include offers or suggestions for this segment" to disable the feature for that group of customers. This is useful for VIP accounts that you handle with a different playbook, or for segments where suggestions would never be appropriate.

Pro-gated feature

Opportunity Suggestions require a Pro or Team ReplyRabbit licence. The feature does not appear in settings or draft prompts on free accounts. When you upgrade to Pro, download the full module build from your account dashboard and install it over the free version; your mailbox settings and provider keys survive the upgrade.

Quality and privacy checks

• Write your special offers clearly and completely, so the AI has no ambiguity about what can be quoted.
• Do not list owned products as manual offerings, or the system cannot learn your existing customer coverage.
• Segment opt-out is not a security boundary; use it for business logic and tone, not for data protection.
• Monitor tagged conversations (rr_opportunity_offered) for a week after enabling the feature to spot any tone or accuracy drift.

What to avoid

• Do not invent offers in settings that have not been formally approved by your business.
• Do not rely on the feature to drive all upsells; it works best as an occasional post-resolution warm suggestion.
• Do not assume all customers welcome unsolicited offers; use segment rules to carve out exceptions when needed.

Try ReplyRabbit

Want opportunity suggestions inside FreeScout? Try ReplyRabbit Pro, then follow How to set up ReplyRabbit to enable this feature for your first mailbox.