AI for support teams · Autessa Support Desk
AI reply drafts
Autessa Support Desk drafts replies with AI: when a customer writes in, a reply drafter reads the thread, grounds itself in your Help Center articles, documents and past tickets, and prepares a reply with a confidence score and the sources it cited. A person reviews it, edits it and presses Send.
The problem it solves
The first draft is the slow part
Most support replies are an answer you already have somewhere, phrased for this customer. Finding it and writing it out takes minutes per ticket. A drafter that reads your knowledge does that part, and a human keeps the judgment.
What you get
- Drafts are prepared automatically when customers write in, or on demand with Draft a reply on any ticket.
- Each draft shows how sure the drafter is (confidence) and “Why this reply”: the articles, documents and tickets it was grounded in.
- The AI Drafts page is a review queue with a live count in the sidebar; drafts move out once reviewed.
- Load a draft into the composer to edit it, or use it as written. Either way, a person sends it.
- Every draft records its outcome: accepted, edited, rejected or superseded by a newer one.
- The drafter can decline to draft when it has nothing grounded to say, rather than guessing.
- Using an AI draft is recorded in the ticket’s activity log, and Weekly Insights shows each agent’s AI-assisted share.
How it works
How does AI reply drafts work in Autessa Support Desk?
A customer writes in
By email, Help Center request or a reply on an existing ticket.
The drafter reads and grounds
It reads the conversation and searches your public and internal knowledge and similar past tickets.
A draft waits for review
On the ticket above the composer and in the AI Drafts queue, with confidence and citations.
A person decides
Use it as written, load it to edit, or reject it. Then press Send.
Every option
Draft details
| Option | What it does |
|---|---|
| Source | Triggered by a customer message, or requested manually. |
| Confidence | 0 to 1: how sure the drafter is. |
| Citations | Articles, documents and tickets it used, with Help Center links for customer-visible sources. |
| Statuses | Pending, accepted, edited, rejected, superseded. |
| Review queue | AI Drafts page with a sidebar count of drafts needing review. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Request drafts, review them, load or use them, reject them, and send the reply. |
| Customer (signed in to your Help Center) | Only ever receives replies a person on your team sent. |
Where AI helps
The reply drafter is an AI agent that writes into a review queue only. It cannot send email or post to the Help Center.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
Knowledge base
Public and internal articles are what drafts are grounded in.
Support Desk featureDocument library
Manuals and policies the drafter can cite.
Support Desk featureTicket copilot
For a full analysis and a conversation about the ticket.
Autessa productAutessa Evaluations
Measure AI answer quality across your agents.
FAQ
Questions about AI reply drafts
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk write replies with AI?
Yes. A reply drafter prepares a reply grounded in your knowledge base, documents and past tickets, with a confidence score and citations, for a person to review and send.
Does the AI send replies automatically?
No. Drafts wait for review. A person on your team always presses Send.
How do I know where a draft came from?
Each draft lists the articles, documents and tickets it was grounded in under “Why this reply”.
What if the AI does not know the answer?
The drafter can decline to draft instead of guessing, and the agent writes the reply.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours