Draft replies
Use AI-drafted replies to respond faster with consistent, on-brand answers—powered by your Help Center content and the ticket context.
AI-drafted replies help you reply faster by generating a complete response based on:
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the ticket conversation
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your AI Assistant instructions (tone of voice, do’s & don’ts)
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your Help Center (knowledge base) content of published articles.
How to generate a draft
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Open any ticket.
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Click in the Draft button.
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(Optional) Add guidance in Guide the AI to shape the response.
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Review the draft, edit if needed, then Send.
Guide the AI (recommended)
Use Guide the AI when you want to be extra specific. For example:
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“Keep it short and friendly.”
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“Ask for the invoice number before troubleshooting.”
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“Offer a refund only if the plan is annual.”
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“Reply in Portuguese.”
The AI will follow your instructions and your tone-of-voice rules.
Suggested next action
After generating a draft, initdesk may also suggest the next ticket status, such as:
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No next action
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Mark as resolved
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(Other statuses based on your workflow)
Always confirm the suggested status before applying it.
Tips for better drafts
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Keep your Help Center articles up to date—outdated docs lead to outdated replies.
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Add a short Brand voice section in your AI Assistant instructions (greetings, sign-offs, style).
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Publish your top 10 FAQs first to improve accuracy quickly.
Safety note
If a ticket is high-risk (billing disputes, legal requests, security issues), use AI drafts as a starting point, but double-check details before sending.