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Letting AI draft replies (auto-responder and Ask-AI)

When enabled, DeskCrew drafts a suggested reply to new tickets grounded only in your published knowledge base — so it answers from your real docs and escalates to a human when it is not confident.

AI draft waiting in the approval queue
AI draft waiting in the approval queue

Where AI grounding shows up

  • Auto-responder — drafts a suggested reply to new tickets.
  • Ask-AI — the same grounding powers Ask-AI in the chat widget's help center.

How drafts are reviewed

  1. A draft lands in an approval queue.
  2. A human reviews it.
  3. The human sends it.

Tip: The clearer and more specific your KB articles, the better these answers get.

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Letting AI draft replies (auto-responder and Ask-AI)