Draft a reply with AI

1. Open a ticket and click Draft with AI in the composer toolbar. The button shows Drafting… while the AI reads the ticket, your playbooks and your policy pages.
2. 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.
3. Scroll down to Check before sending, the points the AI was unsure about, and its reasoning.
4. Choose what to do: - Use as reply moves the draft into the reply box so you can edit it. The Rewrite buttons make it Shorter, Friendlier or More formal. Click Send Reply when you're happy. - Send as is sends it unchanged. - Dismiss keeps it on the ticket as an internal note. It's never sent.

Nothing goes to the customer until an agent sends or approves it. The AI tokens used on each ticket are shown under the conversation and in the Tokens Used column of the ticket list.