> ## Documentation Index > Fetch the complete documentation index at: https://docs.decimal.app/llms.txt > Use this file to discover all available pages before exploring further. # Replies > What the agent posts on a ticket, which agents may reply to customers, and how many replies a ticket can get. 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](/support/ticket#reading-the-answer): * **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](/agents/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](/agents/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](/agents/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](/agents/routing#delivery-preview-and-live) 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](/agents/tickets#routing-categories) 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](/agents/routing#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](/agents/guardrails). Set **Delivery**, **Eligible tickets**, and ticket rules here. See [Private Agent Replies](/agents/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. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.