Reply Content

Open Agents, select Support Agent, and go to the Replies tab. Reply content is the section at the top.

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What the Agent Posts

The agent writes two things to a ticket, both visible in Ticket Detail:

• Drafted reply: the customer-facing answer, written the way your team would send it.
• Investigation summary: what the agent found while working the ticket, written for your team rather than the customer.

The drafted reply is also what gets sent when Full Autonomy is live.

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Shaping the Investigation Summary

The summary follows the sections in your investigation template, which you edit on the Investigation Format tab. Change the sections there and publish, and the agent uses the published template on its next run.

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Include Sources

Turn on Include sources to append the knowledge base articles and code references the agent used to reach its answer.

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Signature

Signature rules decide what goes at the bottom of a reply. Each rule reads as a sentence you assemble from dropdowns: when a given agent replies, optionally narrowed to certain routing categories or channels, sign as one or more teammates, with custom text you write, or with no signature at all. Rules are read top to bottom and the first match wins, so specific rules belong above general ones. Each has its own switch, and you can keep up to 20. Signing as a teammate uses that person’s reply signature. Pick several and Decimal resolves one per ticket, stably, so a thread keeps the same signer from the first reply to the last. Rules are written per agent. See How its replies are signed for what this means once the public agent is answering customers directly.