What drafts know about your business
Partly availableEvery source a drafted reply reads, what it never sees, and how to give drafts the facts they are missing.
On this page
Drafts know what your helpdesk already holds: your skills, your macros, the replies your team has sent, and the ticket itself. There is no separate library to fill. To teach drafts something new, write it into a skill or a macro.
What a built-in draft reads#
| Source | What is used |
|---|---|
| Skills | The three active skills that best fit the ticket, in full, and the names of the rest. See Skills. |
| The conversation | The last 12 messages written by people on the ticket, customer and team. Automatic replies and messages from rules are left out, so drafts do not learn to sound like them. |
| Internal notes | Up to 8 recent notes from teammates, as background. A draft never quotes or mentions them. |
| Already promised | Refunds, replacements, store credit, codes, free returns, exceptions and "we will" promises your team made earlier on the ticket. These outrank everything else. |
| The customer's other tickets | Subject, status, channel, date and tags of their 8 most recent other tickets. |
| Macros | The 5 macros whose name and text best match the customer's message, weighing how often your team uses each. Archived macros are skipped. |
| Earlier replies | Up to 5 closed tickets from other customers that match this one, each with the customer's first message, the first real reply a person sent, and its satisfaction score if there is one. |
| How your team writes | Your notes on tone from Voice and drafting. |
When the best-fitting skill has Use knowledge off, macros and earlier replies are left out and the draft relies on the skill and the conversation.
Haylee reads the same tickets, skills and macros through her account, and she can also look up the customer's orders in your Shopify store when Look up an order is set to Does it.
What drafts do not see#
Order details, for built-in drafts. They do not read your store's orders, stock or prices, and they will not state any. The agent checks the order in the ticket sidebar before sending.
Help center articles. Drafts do not read them. Put the facts that matter for replies into a skill or a macro too.
Your website, other web pages and uploaded documents. There is no way to sync a site, add a page by its address, or upload a PDF for drafts to read.
A product catalog. Drafts have no list of your products and their details. For product questions, write the facts into a skill, such as sizing or care, or keep macros for your best sellers.
Images and attachments. Built-in drafts read the text of messages only.
Give drafts the facts they need#
| You want drafts to know | Put it here |
|---|---|
| How to handle a type of request, step by step | A skill |
| A policy, a timeframe, a link | The skill for that request, replacing the [BRACKET] |
| A ready answer your team sends often | A macro. See Create and manage macros. |
| How to sound | How your team writes under Voice and drafting |
| A fact for one customer only | An internal note on the ticket |
The earlier replies come from your own closed tickets, so they improve as your team answers. A reply sent today becomes material for tomorrow's drafts once the ticket is closed.
Find gaps#
Under a draft. What this draft was written from says "No skill, macro or earlier reply matched, so the draft rests on this conversation alone" when nothing fit. That request type needs a skill.
Gaps in a draft. Each item under Fill in before sending is a fact the draft did not have. If the same one keeps coming up, add it to the skill.
In the report. AI Agent > Performance shows how many drafts followed a skill at all, and which skills were followed. See AI Agent performance report.
Conflicting or outdated content#
When a macro or older replies say something your policy no longer allows, drafts can pick it up. Fix it at the source:
Update or archive the macro.
Add a limit to the skill, such as "returns are 30 days; ignore older replies that say 14".
Turn Use knowledge off for that skill, so drafts follow its steps only.
What a teammate promised on a specific ticket always stands, even if it differs from the usual policy.
Versions#
Every saved version of a skill is listed under History on the skill, with who saved it and when. Comparing two versions side by side, or putting an earlier one back with one click, is not available; see Skills for how to go back.
Related articles
- SkillsCreate, switch on, change and archive the skills that tell drafted replies and Haylee how your team handles each kind of request.
- Writing skills that workHow drafts choose a skill, how to word the steps so drafts follow them, and what to check when a draft ignores a skill or gets it wrong.
- Create and manage macrosWrite a saved reply once, apply it from any ticket, and keep the macro list tidy with search, filters, archiving and duplicates.
- AI Agent security and privacyWhich model writes drafts, what customer data is sent where, what is stored, and the safeguards that keep drafts from inventing facts.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.