Generate AI Responses

One Click to Draft a Reply

The AI assistant creates a reply draft based on the ticket context and your knowledge base.

How It Works

1. Open a ticket
2. Click the ✨ Sparkle Button in the reply editor
3. The AI analyzes the ticket history, internal notes, tags, and relevant KB articles
4. The draft is streamed live into the editor
5. Edit the text as needed and click Send

What the AI Considers

• The last 10 messages in the ticket history
• Your team's internal notes
• Tags of the ticket (e.g., "Billing" → focused on billing topics)
• The most relevant knowledge base articles (automatically found via semantic search)
• The customer's name (for a personal salutation)

Important

The AI creates a draft — not a finished response. Always read the text before sending it. The AI does not add a closing greeting because your email signature is automatically appended.