AI reply drafts and macros that sound like your store

An AI reply draft is a suggested answer written for the agent, not sent to the customer. In Hushdesk, Draft with AI reads the conversation, the order, your macros and help articles, puts a reply in your composer and shows what it understood, so you can check it before sending.

Open the ticket and press Draft with AI in the reply box, or use Ctrl+J. The draft appears in the composer with a short note above it. Edit it, rewrite it with Shorter, Warmer or More formal, press Redo for a new version, then send it yourself.

It reads the latest 14 messages of the thread, the order linked to the ticket (or the customer’s two latest orders), up to three macros that fit the request, up to three matching help articles, and the tone and house rules from your AI Agent settings.

Read the note above the draft. It states what the customer wants, their mood and how sure the AI is. Any link, order number, amount or code that is not in your data is listed under Check before sending, so you know exactly what to verify.

Customer service macros are saved replies a team reuses for common questions, such as order status or exchanges. In Hushdesk a macro is reply text with optional variables plus actions, like adding a tag or setting the status, applied together when you send the reply.

There are eleven: customer first name, last name and email; order number, tracking link, tracking number, carrier and shipping address; the replying agent’s first name; and your store’s name and domain. Write them in double curly braces, for example {{order.tracking_url}}.

It stays in the reply as the original placeholder, such as {{order.tracking_number}}, instead of silently disappearing. You can see what is missing and fill it in before sending, rather than sending a sentence with a gap in it. The variable list in the reply box also previews each value for the open ticket.

Order variables always use the order linked to the ticket, never simply the customer’s newest order. A customer asking about an older parcel gets that parcel’s tracking link, not the one from a purchase they made yesterday. If no order is linked yet, the order variables stay as placeholders until you link one.

Yes. Alongside the reply, a Hushdesk macro can add or remove tags, set the ticket status, fill a ticket field or route the ticket to a queue. The composer shows what the macro will also do, and the actions run when you send the reply.

It reads what the customer wrote, especially their latest message, and ranks your macros by the topics they answer. You see up to three suggestions, with the reason on hover. When nothing fits well it suggests nothing, and it never offers a macro already sent in that thread.

Ask AI is a chat assistant for your support team that answers questions about your tickets, customers and team performance from your own Hushdesk data. It links the tickets and reports behind each answer, and says plainly when the data does not have what you asked for.

Only after you confirm. Ask mode is read-only. Act mode can suggest tagging tickets, assigning them, setting a priority or creating a macro; each suggestion shows a Confirm button and nothing changes until it is pressed. Viewers can ask questions but cannot act.