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Keep your Help Center articles up to date—outdated docs lead to outdated replies.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