In Draft a reply and ask first mode, an AI employee prepares a help-desk reply but does not send it to the customer. One of the people it reports to reviews the draft and decides what happens next.
Before you start
AI Employee is available on Standard, Professional and Enterprise plans. Set the employee to Draft a reply and ask first and select at least one person in Reports To. The reporting users are the only people who can approve or reject its draft.
Review a draft
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Open the ticket
When a draft is ready, the employee's reporting users are notified. Open the linked ticket in Help Desk and find the card marked Awaiting approval.
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Check the proposed reply
Read the entire draft in the editable text box. If the AI found relevant knowledge-base articles, their links appear as sources. Open those articles and check that they support the answer; the draft is grounded in the help-desk knowledge base, but still needs your review.
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Edit where needed
You can adjust the wording in the draft before sending it. Make sure the reply answers the customer's question and does not promise something the team cannot deliver.
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Send or discard
Select Send to post the reviewed text on the ticket as a reply from the AI employee. The requester is then sent the reply by email. Select Discard if it is not suitable; it will not be posted to the conversation.
Drafts are not customer replies. Nothing from an approval-mode draft goes out until an authorised reporting user sends it. If a draft is no longer pending, it may already have been decided or replaced by a newer draft.
For more, see AI Employee and Help Desk.