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Draft Support Reply
Draft customer email replies for assigned support Agents to review
Use this Agent instantly or customize it - no programming needed
- Conversation assignmentConversation assignment
Your conversation's new assignee and open status start the run when a customer awaits a reply.
- Conversation historyConversation history
Your customer's messages, past replies, and private notes show what the team already said.
- Help articlesHelp articles
Your approved articles provide steps and links that support a response to the customer's question.
- Reply guidelinesReply guidelines
Your team chooses the reply tone and which topics need an Agent's judgment.
Your support desk reports assignments, holds conversations and help articles, and accepts private notes.
- Investigation noteInvestigation note
Your assigned agent sees a private note asking them to investigate when no article supports an answer.
- Review pointsReview points
Your assigned agent sees unresolved account decisions or conflicting guidance in a private note.
- Reply draftReply draft
Your assigned agent sees a proposed customer reply and supporting article links in a private note.
This Agent starts when you assign an open customer conversation to a support Agent. It reads the exchange and relevant help articles. It adds a private reply draft for that Agent to review.
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Made for your industry
Draft Support Reply is made for businesses in these industries.
- Retail
Draft shopper replies using the conversation and store help articles.
Show all Agents for the Retail industry - Software
Draft answers to product issues from the full ticket and approved guides.
Show all Agents for the Software industry - IT Services
Draft client support replies using the ticket history and approved guides.
Show all Agents for the IT Services industry - Video Games
Draft player support replies from prior messages and approved help articles.
Show all Agents for the Video Games industry - Telecommunications
Draft replies about service issues from the exchange and support guides.
Show all Agents for the Telecommunications industry - Web Hosting
Draft answers about sites or domains from the ticket and support guides.
Show all Agents for the Web Hosting industry - Consumer Electronics
Draft device support replies from earlier messages and product guides.
Show all Agents for the Consumer Electronics industry
Made for your role
Draft Support Reply is made for people in these roles.
- Customer Service Manager
Place grounded reply drafts in tickets for the team to review.
Show all Agents for the Customer Service Manager role - Customer Service Representative
Draft a customer reply in the conversation for review before sending.
Show all Agents for the Customer Service Representative role - Technical Support Engineer
Draft a documented answer to the customer's product issue for review.
Show all Agents for the Technical Support Engineer role
Made for your department
Draft Support Reply is made for people in these departments.
- Customer Service
Place tailored reply drafts in open customer conversations for review.
Show all Agents for the Customer Service department - Technical Support
Draft product answers from ticket history and approved help articles.
Show all Agents for the Technical Support department
How Draft Support Reply works
4 steps, in order, on every run.
-
Read the full conversationRead the customer's latest message, earlier replies, and private notes. Stop if someone already answered or drafted a reply.
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Find relevant help articlesSearch the help articles you choose and read the ones that address the customer's question.
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Draft a tailored replyAnswer the customer's question using the exchange and article guidance. Flag facts or decisions the assigned Agent must verify.
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Add a private review noteAdd the proposed reply and article links to the conversation as a private note. Include open questions for the assigned Agent.
How to Get Started
Connect the tools you already use, such as monday.com, Zendesk or Intercom.
9 tools
- Choose the support queue and human Agents whose assignment changes should start a draft.
- Give the Agent access to conversation history and the approved help articles it may use.
- Set the team's reply tone and topics that require an Agent's judgment or account-specific lookup.
Use safe mode to approve every result before it goes out, or let the Agent run automatically.
FAQs
Frequently asked questions about the Draft Support Reply:
You choose the support queue and Agents. The Agent starts when an open conversation goes to one of them while a customer awaits a reply.
No. Your assigned support Agent reviews the private note in the conversation, then decides what to send or edit.
The Agent leaves a private note asking your assigned Agent to investigate. You choose which help articles it can use.
The Agent skips the note when someone already answered or drafted a reply to the latest customer message.
It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.
Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.
The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.