AI Draft Replies

AI Draft Replies help your support team respond faster by allowing human agents to generate suggested responses directly within the Chatbase Help Desk. The draft is generated using the conversation context and your AI agent’s connected data sources. Human agents can then review, edit, and approve the response before sending it to the customer. This allows your team to benefit from the AI agent’s knowledge while maintaining full control over every response.

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How AI Draft Replies work

When a human agent is handling a ticket, they can click the AI Draft Reply button in the message composer. Chatbase will generate a suggested response based on:

• The customer’s conversation history
• The latest message in the ticket
• The AI agent’s instructions
• The AI agent’s connected data sources

The human agent can then:

• Review the generated response
• Edit or personalize the content
• Add any missing information
• Send the response when ready

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Enable AI Draft Replies

To enable AI Draft Replies:

1. Log in to your Chatbase dashboard.
2. Open your agent.
3. Go to Settings.
4. Select Helpdesk.
5. Open AI draft replies.
6. Enable the AI Draft Replies toggle.
7. Click Save.

Once enabled, the AI draft button will appear in the Help Desk message composer for your human agents.

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Generate a draft reply

To generate a response:

1. Open a ticket in the Chatbase Help Desk.
2. Click the AI draft button in the message composer.
3. Wait for the AI agent to generate a suggested response.
4. Review and edit the draft as needed.
5. Click Send when the response is ready.

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Disable AI Draft Replies

To remove the AI draft button from the composer:

1. Go to Settings → Helpdesk → AI draft replies.
2. Disable the toggle.
3. Click Save.

Disabling this setting hides the draft button from the message composer but does not affect the AI agent’s other Help Desk functionality.