Using AI Draft Generation
Let AI write a first draft response based on the customer's message.
How It Works
- Open a ticket
- Click Generate Draft in the reply area
- AI analyzes the conversation
- A draft response appears
- Edit as needed, then send
What AI Considers
The AI looks at:
- The customer's question or issue
- Previous messages in the conversation
- Your custom instructions (if set)
- Common support best practices
When to Use Draft Generation
Great for:
- Complex questions requiring detailed answers
- Getting started when you're not sure what to say
- Maintaining consistent quality
Less useful for:
- Simple "yes/no" questions
- When you already know exactly what to write
- Highly emotional situations requiring personal touch
Editing AI Drafts
Always review and customize:
- Check accuracy of any facts or policies
- Add specific details (order numbers, dates)
- Adjust tone for the situation
- Add your personal sign-off