AI replies: drafts, auto-replies & resolution

ADS Helpdesk's AI reads each incoming message, checks your knowledge sources and the conversation history, and produces an accurate reply. You stay in control of how much it does. Configure this under Admin → Automation → Replies.

Draft mode (assist your agents)

In draft mode the AI suggests a reply on each ticket. Your agent can insert it as-is, edit it, or ignore it, nothing is sent without a human. This is the safest place to start: you get the speed of AI with full oversight.

Auto-reply (answer automatically)

When you're confident in the AI's answers, enable auto-reply so it responds to incoming messages without an agent. Turn this on per inbox, and start with a single channel (live chat is a common first choice) before expanding.

Tip: Roll out auto-reply gradually. Watch the first batch of conversations, refine your knowledge base, then widen the scope.

How auto-resolution works

To avoid closing tickets prematurely, the AI resolves conservatively. It will only auto-resolve when there's a clear closing signal (for example, the customer says "thanks, that's all") or after a sustained period of inactivity, and it deliberately does not auto-resolve sensitive topics such as billing. A human can resolve or reopen any ticket at any time.

Sentiment

ADS Helpdesk tracks conversation sentiment so you can spot unhappy customers and see trends in reports. Sentiment is summarized at the conversation level so a single rough moment doesn't skew the overall read.

Tuning tips

• If drafts are off, the fix is usually the knowledge base, see Train the AI.
• Keep auto-reply narrow until quality is consistently high.
• Use macros and canned responses for answers that should always be worded exactly the same way.

Plan limits

AI reply drafts are included on paid plans, Pro includes 500 drafts per month and Max is unlimited. See Plans & billing.