Draft replies with AI

Before you start

• Steps 1 to 6 need the Admin or Owner role. Any agent can use steps 7 onwards.
• AI features must be included in your plan (Settings → Billing lists them under Plan Features).

Steps

1. 1

   Step 1: Open Settings and click AI under Automation.

   
2. 2

   Step 2: The Playbooks tab lists how your team handles each kind of request. The AI picks the playbook whose "when to use" line matches the ticket and follows its steps. Click New playbook.

   
3. 3

   Step 3: Enter a Name, describe When to use it in one line, and write the Instructions the way you would brief a new teammate. Under Channels, tick Email, Live chat or Social DMs to limit where it applies, or leave all unticked to use it everywhere. Click Save playbook.

   
4. 4

   Step 4: The playbook is listed and active. Use the toggle to switch it off, the pencil to edit it, and the clock icon to see earlier versions. Next, open Policy pages.

   
5. 5

   Step 5: Add pages from your own website, such as your shipping and return policies. The AI reads them live each time it drafts, so it quotes your current fees, thresholds and timelines. Click Save pages, then open Writing style.

   
6. 6

   Step 6: Choose a Tone (Formal, Friendly or Casual) and write short Always-on rules that apply to every reply. Draft new tickets automatically writes a draft as each ticket arrives, without anyone clicking a button. Click Save.

   
7. 7

   Step 7: To draft a reply yourself, open a ticket and click Draft with AI in the composer toolbar.

   
8. 8

   Step 8: The button shows Drafting… while the AI reads the ticket, your playbooks and your policy pages.

   
9. 9

   Step 9: The draft appears in the conversation, marked AI draft reply · not sent. Underneath are the playbook it used and a score for how ready it is to send.

   
10. 10

    Step 10: Scroll down for Check before sending — points the AI was unsure about — and its reasoning. Click Use as reply to edit the draft, Send as is to send it unchanged, or Dismiss.

    
11. 11

    Step 11: The draft moves into the reply box, where you can edit it freely. The Rewrite buttons make it Shorter, Friendlier or More formal in one click.

    
12. 12

    Step 12: Check the result, then click Send Reply.

    
13. 13

    Step 13: The reply is sent and added to the conversation. The draft collapses to a single line, and the AI tokens used on this ticket are shown under the conversation.

    
14. 14

    Step 14: If a draft was wrong, click Teach on it and say what to fix. The AI explains why it wrote what it did and suggests a change to your playbooks; nothing changes until you apply it.

    
15. 15

    Step 15: Review AI in the left sidebar lists every draft awaiting approval, lowest confidence first. For each one, click Approve & send, Edit in ticket or Dismiss.

    
16. 16

    Step 16: Back in the ticket list, the Tokens Used column shows how much AI each ticket has used.

    

Related help articles

• Set up AI drafting: playbooks, policy pages and writing style
• Draft a reply with AI
• Review and approve AI drafts
• Teach the AI when a draft is wrong