How the AI stays accurate and safe
The 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.
Last updated 2 min read
An AI that sounds confident but invents a refund amount is worse than no AI. Hushdesk builds every draft from your own data, checks it before anyone sees it, and hands anything uncertain to a person.
Before you start
- Who this is for: anyone deciding whether to trust AI drafts or Autopilot.
- Plan: all plans.
Step by step
The same pipeline runs for Draft with AI and for the AI agent:
- Understand. The AI reads the whole thread and names the request, the topic and the customer's mood, and anything missing such as an order number.
- Look up. It gathers the order on the ticket, your macros that fit the topic (as approved wording) and matching help articles.
- Write. It answers the actual question first, in your tone, with only facts it found.
- Check. Hushdesk scans the draft for links, order numbers, amounts and codes that are not in your data, and for any
{{placeholder}}left in. - Decide. Only in Autopilot, and only when every safety rule passes, does it send.
Order #1042 · $94.00What happens next
Checks on every draft
| Check | Example flag |
|---|---|
| Links | "Link not from your data: …" |
| Order numbers | "Order number not on this customer: #…" |
| Amounts | "Amount not in your data: £…" |
| Codes | "Code not from your data: …" |
| Placeholders | "A {{placeholder}} was left in" |
Always handed to a person
- The customer sounds upset.
- A legal, medical or safety claim, or a threat.
- Anything that needs an action, such as a refund or an order edit.
- Contradictory facts, an unclear topic or low confidence.
- A topic you have not allowed for Autopilot.
Tips
- Start in Copilot and read drafts for a week. You will see exactly where the AI needs better material.
- Fix gaps at the source: a missing macro or an outdated help article helps every future draft.
- Use house rules for things the AI must never say.
- Keep the undo window on in Autopilot so a person can still stop a reply.
Troubleshooting
A draft is flagged but looks right
The fact may be correct but not present in Hushdesk, for example a discount code from another system. Add it to a macro or help article so the AI can find it next time.
The AI keeps handing over one topic
Check the reason in AI Agent > Activity. If it is "not set to answer automatically", tick the topic; if it is low confidence, improve macros for that topic.
Frequently asked questions
Can the Hushdesk AI make up order numbers or links?
It is checked for exactly that. Every draft is compared with your data, and any link, order number, money amount or code that does not appear in the ticket, the order, your macros or your help articles is flagged. In Autopilot a flagged draft is never sent; it goes to a person instead.
What does the AI use as its source of truth?
The ticket's conversation, the order linked to the ticket or the customer's latest order, the macros that fit the question, which it treats as your approved wording, and matching help articles. It is told to use only facts it found there and to say when something is missing.
When does the AI hand a ticket to a person?
Whenever there is doubt. An upset or threatening customer, a legal, medical or safety claim, a request that needs an action such as a refund or order edit, contradictory facts, an unclear topic, low confidence or a flagged fact all send the ticket to your team with a draft and a reason.
Does the AI learn from my customers' messages?
Hushdesk sends the ticket's details to your connected AI provider to write each draft, and nothing is used by Hushdesk to train a model. How the provider handles data is set by its own terms, so check the provider's policy, such as Groq's or Anthropic's, if this matters to you.
How can I make the AI more accurate?
Give it better material. Write macros for your common answers, keep help articles up to date with your policies, add clear house rules such as never promise a delivery date, and link the right order to tickets. Most weak drafts come from missing information, not from the AI itself.
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Related articles
- Copilot or Autopilot - which AI mode to useCopilot drafts answers for your team to send; Autopilot sends answers itself for allowed topics. See exactly when Autopilot sends and when it hands over.
- Draft replies with AIPress 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.
- AI agent settings explainedEvery AI agent setting in plain words, including confidence, daily limit, undo window, tone, sign-off, house rules and the hand-off tag, with the defaults.
- Read the AI agent activity logSee what the AI agent did with every customer message and why, whether answered, drafted, handed over, skipped, cancelled or failed.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.