The drafter is the safety net. Where auto-resolve refuses to act, a draft is still produced so you are never staring at an empty reply box.
When a draft is written:
- Automatically on a new ticket, when Generate AI draft reply is on and auto-resolve did not already answer it.
- On demand, whenever you click Generate AI Draft on the ticket screen.
What goes into the prompt:
- The base support persona, built from your brand name and your saved signature, with standing instructions to never invent features or license keys and to escalate when it does not know.
- Up to four matching knowledge base articles.
- Up to three earlier tickets from the same customer, listed by reference, subject and status.
- The full thread so far, with each message trimmed to 2000 characters.
Automatic drafts are stored as private notes labelled AI Draft, visible to your team in the thread and never sent to the customer. On-demand drafts are not stored at all until you send them: the text simply lands in the reply box for you to edit.
The auto-send switch:
Auto-send AI drafts is off by default and the setting itself warns that turning it on means no human review. Leave it off while you are learning what your knowledge base can and cannot answer, then raise your confidence threshold before you consider turning it on.
The reply the customer receives is wrapped in a simple HTML layout that ends with the ticket reference and a line explaining that replying to the email continues the conversation.