Skip to main content
Open Settings, select Support Agent under Agents, then Replies. Everything on this tab saves as you change it.

​
Internal Notes

The agent writes up to two things to a ticket for your team, both visible in Ticket Detail:
  • Drafted reply: the customer-facing answer your team would send.
  • Investigation summary: what the private agent found while working the ticket, written for your team rather than the customer.
The summary follows the sections on the Investigation tab. Click parts next to its switch to choose which published sections are included, or All and None to change them at once. Include sources appends the knowledge base articles and code the answer relied on. Notes are posted sets whether the drafted reply and the summary arrive as One combined note or Separate notes. Internal notes on the Replies tab, with investigation summary parts expanded
While private agent replies are on, Drafted reply stays enabled and notes post separately, since a reply that may go to the customer has to stand on its own.

​
Public Agent Replies to Customers

Reply to customers turns on the public agent, which answers from public information only. The label beside the heading shows where it stands: Off, Preview, or Live.
  • Delivery: Preview posts every public answer as an internal note so you can see what it would have sent. Live sends it. Turning the public agent on always starts it in Preview. Routing categories have their own delivery too, and a reply only goes out when both are Live.
  • Eligible tickets: Every ticket, or Matching rules to narrow it with Only reply and Never reply rules by channel, tag, or customer. A ticket must match every rule. Tickets that don’t are left to the private agent.
  • Routing categories: how many approved categories route to the public agent, linking to them on the Tickets tab.
  • Reply to tickets with no category: lets the public agent answer a ticket that matched no category, but only when the public and private agents gave the same answer. Off by default.
  • Daily limit for these replies: caps those uncategorized replies in a rolling 24 hours. Defaults to 30. Tickets in approved categories don’t count. See When No Category Matches.
Public agent replies to customers on the Replies tab

​
Acknowledging the Customer

If your workspace has it, Acknowledge the customer when handing over to a teammate posts a public holding reply, once per ticket, when a ticket goes to your team instead of the public agent. Click the message to edit it. Markdown and links are supported, up to 2,000 characters.

​
Private Agent Replies to Customers

Lets the private agent send its own drafts to customers once they clear every guardrail. Set Delivery, Eligible tickets, and ticket rules here. See Private Agent Replies.

​
Limits

Maximum replies per ticket is three by default and can go up to ten. It counts every reply the agent posts on a ticket, from either agent, drafts included. Once the agent hits the cap it stops replying to new messages on that ticket, which is what breaks the loop when a customer’s automated mailer answers every reply. Runs you start yourself from the ticket aren’t capped.