Inside a ticket, agents can ask AI to draft a reply from the thread so far, or summarize a long thread into a private note. Both need an AI provider connected by the workspace owner, but once connected, both are available to any agent — not just the owner.
Where it appears
- Open any ticket to view the conversation. In the composer, while Reply (not Note) is selected, a ✨ Generate reply button appears above the editor, next to + Template.
- Below the editor, a ✨ Summarize button appears alongside the Done / Send + Close / Send controls.
- Both buttons only appear once the workspace has a connected AI provider (see “Connect an AI provider”). They’re not shown otherwise, and — unlike the Settings page that configures the connection — they’re usable by any agent or admin, not owner-restricted.
Draft a reply
- Open the ticket you’re replying to and make sure Reply (not Note) is selected above the composer.
- Click ✨ Generate reply. The button reads “Generating…” while it works.
- The draft is inserted into the editor: if the editor is empty, it replaces it; if you’d already started typing, the draft is inserted alongside what you wrote rather than overwriting it.
- Review and edit the draft like any other reply, then send it as usual — nothing is sent to the customer automatically.
Summarize a thread
- In the ticket, click ✨ Summarize below the composer (it reads “Summarizing…” while it works).
- This posts a private AI-generated note summarizing the thread — customers never see it, and it’s excluded from what future triage and draft-reply calls read, so summaries can’t feed on themselves.
Edge cases
- Both actions are disabled while a send or another AI action is already in progress, and disabled entirely if no AI provider is connected.
- The Anthropic-only Instructions / knowledge base (Markdown) field under Settings → AI → AI features — agent-only internal guidance covering product details, common issues, and tone — is included in what the model reads for these actions when Anthropic is the selected provider, but it’s never shown to the customer.
Privacy: generating a reply or a summary sends the ticket thread to your workspace’s selected AI provider. There’s no separate toggle for this feature — it follows directly from having a provider connected.