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Draft Customer Message Replies

Use account notes to prepare answers in direct chat

Use this Agent instantly or customize it - no programming needed

Draft a reply to a customer question
Reads
  • customer question
    customer question

    Your customer's new message identifies the question, conversation, and customer to look up.

  • recent chat
    recent chat

    Your chat history shows the question's context and whether a teammate has already replied.

  • account notes
    account notes

    Your customer's notes provide service history and preferences relevant to their question.

  • reply guidelines
    reply guidelines

    Your team's approved facts, tone, and review topics guide the answer.

Customer chat inbox
Customer chat inbox

Your customer chat inbox shows new questions and keeps unsent replies in the same conversation.
Customer account notes database
Customer account notes database

Your customer account notes database lets the Agent find a customer's service history and preferences by customer ID.
Customer account notes database
Has a representative already answered this question?YesNo
Stop without adding a draft
Is there no single matching customer account page?YesNo
Leave a chat-only draft without account claims
Writes
  • unsent reply draft
    unsent reply draft

    Your representative can review and edit the answer in the original chat before sending it.

Are account facts needed for the answer missing or conflicting?YesNo
Leave a draft asking for details or flagging the gap
Writes
  • unsent reply draft
    unsent reply draft

    Your representative can review and edit the answer in the original chat before sending it.

Leave a concise answer as an unsent chat reply
Writes
  • unsent reply draft
    unsent reply draft

    Your representative can review and edit the answer in the original chat before sending it.

This Agent waits for a customer question in direct chat. It checks the recent conversation and matching account notes, then leaves an unsent reply for your representative to review.

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Customize this Agent to fit your needs using natural language.

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LeadConnector
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monday.com
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ClickUp
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Zoom
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Made for your industry

Draft Customer Message Replies is made for businesses in these industries.

Made for your role

Draft Customer Message Replies is made for people in these roles.

Made for your department

Draft Customer Message Replies is made for people in these departments.

How Draft Customer Message Replies works

4 steps, in order, on every run.

  1. Read the customer questionRead the new message and recent chat. Stop if a representative already answered the latest question.
  2. Find relevant account notesMatch the customer to their account notes and pull details that help answer the question. Continue from the chat alone if no account matches.
  3. Draft a concise answerUse the chat, relevant notes, and your response rules. Ask for a missing detail when the answer depends on it.
  4. Leave the reply in chatPlace the answer in the same conversation as an unsent draft for your representative to review and send.

How to Get Started

Connect your tools

Connect the tools you already use, such as LeadConnector, monday.com or ClickUp.

8 tools
Set your rules
  • Connect the customer chat inbox and select the direct-message channels the support team wants drafted.
  • Connect the customer account notes database and match its customer identifier to the identifier on incoming chat conversations.
  • Provide the team's response tone, approved facts, and topics that require a representative to decide the answer.
Launch the Agent

Use safe mode to approve every result before it goes out, or let the Agent run automatically.

FAQs

Frequently asked questions about the Draft Customer Message Replies:

Will this send messages to customers?

No. Your representative reviews and sends the unsent reply from the customer chat.

How do you match a chat to account notes?

You connect your notes database and choose a customer identifier shared with the chat inbox. If no account matches, the draft uses the conversation alone.

Which chats will get drafts?

You choose the direct-message channels during setup. A new customer question starts a draft only while it remains unanswered.

What if account details are missing or conflict?

Your representative can review a draft that asks for the missing detail or flags the conflict. You also choose which topics require their judgment.

What happens when the Agent is unsure?

It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.

Can I review its work?

Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.

What happens if I cancel?

The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.