Draft replies with AI
Press the sparkle or Ctrl+J to get a reply drafted from the whole conversation, the order and your macros, then make it shorter, warmer or more formal.
Last updated 2 min read
Draft with AI writes a reply for you from everything Hushdesk knows about the ticket. You stay in charge: the draft lands in the reply box, and you edit and send it yourself.
Before you start
- Who can do this: agents, admins and owners.
- Plan: all plans. Drafts do not count toward the AI cap.
- What you need: an AI provider connected on the server. See Connect an AI provider.
Step by step
- Open a ticket and make sure the reply box is in reply mode (not internal note).
- Press the sparkle button (Draft a reply with AI (Ctrl+J)), or press Ctrl+J.
- Read AI read: above the draft: the customer's request, their mood and anything missing.
- Read the draft. If something needs checking, the AI notes say so.
- Refine it with Shorter, Warmer or More formal, or press Redo for a new draft.
- Edit anything you like, then send.
What happens next
The draft follows your Tone, Signs replies as and House rules from the AI Agent page. It uses the customer's first name and replies in the customer's language. It answers the question first and only uses facts it found in the ticket, the order, your macros and your help articles.
Before you see it, Hushdesk checks the draft for links, order numbers, amounts and codes that do not appear in your data, and for any {{placeholder}} left in. Those are listed for you to fix. See How the AI stays accurate.
Order #1042 · $94.00Refine options
| Button | What it asks the AI |
|---|---|
| Shorter | Make it shorter and keep every fact |
| Warmer | Make it warmer and more reassuring, still concise |
| More formal | Make it more formal and polished |
| Redo | Write a new draft |
Tips
- Link the right order to the ticket first, so the draft uses it.
- Good macros make good drafts; the AI treats them as your approved wording.
- Use Draft with AI for languages you do not speak, and read the result carefully before sending.
Troubleshooting
"Draft with AI: connect an AI provider first"
No AI provider is connected. See Connect an AI provider.
"The AI service did not answer just now. Try again in a moment."
The AI provider did not respond. Wait a moment and press the button again.
"Viewers can look but not change anything. Ask an admin for agent access."
Viewers cannot draft replies.
"Invalid ticket"
The ticket could not be read. Refresh the page.
Frequently asked questions
How do I ask the AI to draft a reply?
Open a ticket and press the sparkle button in the reply box, labelled Draft a reply with AI, or press Ctrl and J (Cmd and J on a Mac) while the reply box is in reply mode. The draft appears in the reply box for you to read, edit and send. Nothing is sent automatically.
What information does the AI use for a draft?
The whole conversation, the order linked to the ticket or the customer's latest order, the macros that fit the question as your approved wording, and matching help articles. It also follows the tone, sign-off and house rules from the AI Agent settings, even when the AI agent itself is switched off.
What does AI read mean above the draft?
It is what the AI understood from the thread, namely the customer's request, their mood, such as Calm, Worried or Upset, and anything missing, such as an order number. If its understanding is wrong, the draft will be too, so check this line first before reading the reply itself.
Can I change the tone of an AI draft?
Yes. Under the draft, press Shorter to keep every fact in fewer words, Warmer for a more reassuring reply, or More formal for a polished one. Redo writes a fresh draft. Each option rewrites the current draft, including any edits you made.
Does Draft with AI use my monthly AI answers?
No. Drafts that a person reviews and sends do not count toward your plan's AI resolution cap. Only answers that the AI agent sends by itself in Autopilot count. You can draft as many replies as you need on any plan.
Why is the Draft with AI button greyed out?
No AI provider is connected on this server, so the button says Draft with AI, connect an AI provider first. Ask whoever runs your Hushdesk server to add an AI key. Macros and the rest of the inbox work normally in the meantime.
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Related articles
- How the AI stays accurate and safeThe checks behind every AI draft and answer. Grounded in your data, blocked when it invents links or amounts, and handed to a person when in doubt.
- Use macros in the reply boxPick a saved reply from the macro panel, see suggested macros for this ticket, preview its actions and let variables fill in names and order details.
- Reply to a customer or add an internal noteUse the reply box to answer by email or chat, switch to an internal note your team only sees, format text, and send with Send or Send and close.
- Keyboard shortcuts in HushdeskEvery keyboard shortcut for the inbox and the rest of Hushdesk, including Ctrl+J for Draft with AI and Ctrl+G for Ask AI, and how to open the list.
- Connect an AI providerHushdesk's AI features need an AI provider key on the server. Groq, Moonshot (Kimi), Gemini and Anthropic all work, and with two or more keys the next one answers when one fails.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.