AI assistant — staff guide
When the AI assistant is switched on for your workspace, it helps you reply to tickets faster by drafting a suggested reply you can review, edit and send. You stay in control: a suggestion is only ever a starting point, and you decide what actually goes to the customer.
[Screenshot: Reply editor with the Draft with AI button]
Draft with AI
In the reply editor toolbar you will see a Draft with AI button (the sparkle icon). Click it and the assistant writes a suggested reply straight into the editor, based on the customer's message and your team's knowledge. Edit it as much as you like, then send it the normal way.
You can use the button at any point in a conversation — on the first reply or a follow-up — whenever you would like a head start.
The confidence figure
After a draft is inserted, a small AI badge shows the assistant's own confidence in that reply, as a percentage. Treat it as a hint, not a guarantee:
- A high figure means the assistant believes the reply is complete and accurate — still give it a read.
- A lower figure usually means the assistant was missing information and has asked the customer for it, or has kept the reply cautious. Check it carefully and add what you know.
Whatever the figure, the reply is yours to review and edit before sending.
A suggestion waiting for you
On a brand-new ticket, the assistant may have already prepared a suggested reply before you open it. When it has, you will see a banner above the editor: “An AI-suggested reply is ready for this ticket”, with a confidence figure.
- Use it drops the suggested reply into the editor so you can edit and send it.
- Dismiss hides the banner if you would rather write from scratch.
The same suggestion is offered to whoever opens the ticket, until someone sends a reply. Once any agent replies, the suggestion is cleared — from then on, use the Draft with AI button if you want more help.
[Screenshot: The "AI-suggested reply is ready" banner above the editor]
What the assistant uses
Each suggestion is built from the conversation so far on the ticket, the queue it is in, the names of any attached files, your team's stock responses and FAQs, and similar tickets your team has resolved before. It does not read the contents of attachments — if a screenshot or log matters, check it yourself.
Stock responses and “AI use”
Each stock response has an AI use setting that decides how the assistant may use it — sent word-for-word, adapted as guidance, or ignored. This setting is managed by administrators, so on the stock-response editor it appears read-only to other staff. You can still create and edit stock responses as usual; an administrator chooses how each one is used by the assistant.
Your responsibility
A suggested reply can be wrong or incomplete, so always read it before sending and correct anything that does not fit. Once you send it, it is your reply to the customer.