> ## 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. # Reply Content > What the agent posts on a ticket, how the investigation summary is shaped, and how to append the sources behind an answer. Open **Agents**, select **Support Agent**, and go to the **Replies** tab. **Reply content** is the section at the top. Reply content on the Replies tab ## What the Agent Posts The agent writes two things to a ticket, both visible in [Ticket Detail](/support/ticket#ai-agent): * **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](/support/full-autonomy) is live. ## 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. ## Include Sources Turn on **Include sources** to append the knowledge base articles and code references the agent used to reach its answer.