AI Assistant Draft Messages

The AI Assistant can instantly prepare a draft response based on available resources (knowledge base or product offers) before an agent even opens the ticket. The draft feature therefore allows you to benefit from the convenience of the AI Assistant while maintaining full control. The employee can review the generated sketch, make any necessary changes, and ultimately decide on sending the message.

How it works – step by step

1. You configure an automatic action.

Go to Settings > Automatic Actions. Add a workflow with the action Create draft message by AI Assistant. Specify the resources that the AI Assistant should use when creating the draft response.

1. A new message that meets the automation conditions arrives in Responso. The AI Assistant prepares a draft response. You will be notified that the draft message is ready by a flashing yellow icon on the ticket bar.

1. The AI Assistant's draft response is saved in a separate tab within the reply editor window. You can freely modify, delete, or send it.

What happens if...

Handling a draft version prepared by the AI Assistant	What happens to the AI Assistant's draft message?
The agent clicks "Send" without making any changes	The message is sent with the original draft content. The draft is then deleted.
The agent edits and sends the AI Assistant's draft message	The changes are saved. The message is sent with the modified content. The draft is deleted after sending.
The agent edits the draft but does not send the message	The modified content is saved. The draft still appears in the tab as an AI draft.
The agent types a message in the "Reply" tab and sends it, ignoring the AI Assistant's draft	The AI draft is deleted.
A new message arrives in a ticket where an AI draft was previously created	The automatic action generates a new AI draft, which overwrites the previous AI draft.

Good to know

• All agents with access to a given ticket see the exact same AI draft.

• Manually disabling the AI Assistant in a ticket does not turn off the generation of draft messages.

• Agents can still create their own drafts in the reply window (the "Reply" tab), even if an AI Assistant draft has been created (the "AI Draft" tab). After the AI draft is sent, the agent's own draft remains unchanged.