Treat output as a draft
AI can suggest wording from the available ticket context, but it can misunderstand details or sound too certain. The agent remains responsible for every sent reply.
Use Generate answer · 1 credit for two alternatives, or write your own text and use Improve my reply · 1 credit for a non-destructive polished preview. See all ticket AI actions.
Review facts and tone
Compare names, dates, policies, links, and commitments with the actual thread. Edit the draft to match the team's voice guide and the customer's question.
Protect sensitive context
Do not add secrets or unnecessary personal data to a prompt. If a ticket needs careful judgement, write the response directly or ask a teammate.