AI-drafted replies help you respond faster by proposing a complete reply in your tone of voice.

When you create an initdesk account, a default AI Assistant is created automatically. To customize it, go to Sidebar → AI.

Where your tone is used

Your assistant’s instructions are applied across customer-facing AI in your workspace, including:

• Reply ticket drafts (AI-drafted replies inside tickets)

• Support portal chat (AI chat for customers on your Help Center)

How it works

Your assistant follows the rules you provide to keep responses consistent and on-brand. Think of these instructions as your “voice guide” for AI: what to say, how to say it, and what to avoid.

If an AI response feels off, it’s usually because the instructions are too generic or your knowledge base doesn’t include enough examples.

What you can customize

• Agent name — how you identify this assistant in initdesk

• Role — what the assistant is responsible for (e.g., “Customer Support Specialist”)

• Instructions — your rules and preferences (greeting, tone, style, do’s & don’ts)

Tips for better results

• Add a short Brand voice section in your instructions with example openings and sign-offs.

• Be specific about formality, warmth, and technical depth.

• If you support multiple products with different tones, consider separate organizations so the assistant has clear context.

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