Generate and use AI drafts
The AI assistant automatically generates a draft when you open a ticket. You can also ask it for a new draft or give it specific instructions.
Understanding the draft
An AI draft is shown as a message box in the AI assistant's chat. Above the draft, you can see which sources the AI assistant has used — e.g. knowledge base articles or ticket history.
The draft is always written in
your language (the agent's language), not the customer's. This is deliberate — you check the draft and decide for yourself whether it should be translated.
Using the draft
Accept and insert
Click
Accept and insert to insert the draft directly into the reply field. The text is inserted in the language the draft is written in.
Use this when:
- The customer writes in the same language as you
- You have edited the draft and are happy with it
Insert and translate
Click
Insert and translate to translate the draft into the customer's language before it is inserted into the reply field.
Use this when:
- The customer writes in a different language from you
- You want to reply in the customer's own language
Ignore and write it yourself
Close the draft or ignore it — you are never obliged to use it.
Correct and improve the draft
Write in the chat field to give the AI assistant feedback:
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"Make it shorter" — the AI writes a shorter version
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"Use a more formal tone" — the AI adjusts the style
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"Add an apology for the delay" — the AI adapts the content
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"Try again — the customer asked about X, not Y" — the AI generates a new draft
When is there no draft?
Sometimes the AI assistant does not generate a draft — instead it asks you a question. This happens when:
- It cannot find relevant information in the knowledge base or history
- The question requires information that only you have access to
In these cases: answer the AI assistant's question in the chat field, and it will try to generate a draft again.
Tips for better drafts
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Be specific — the more precisely you describe what you want, the better the draft
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Correct in the chat — use the chat field to tell the AI assistant what was wrong
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Save good corrections as rules — see the [Rules article](https://support.available.dk/hc/da-dk/articles/44903857546257-Regler-l%C3%A6r-AI-assistenten-din-tone-og-politikker) to learn how to save learning permanently