Smarter AI assistant and reply suggestions
Drafts now pull context from your macros, saved replies, and published help articles so suggested answers stay on-brand. Source citations help agents verify before sending.
Smarter AI assistant and reply suggestions
We refined how the assistant reasons over your macros, saved replies, and published help articles so suggested answers feel on-brand and easier to edit before send.
Help center citations
When a draft pulls content from your published help articles, we show a source citation in the composer so agents can verify before accepting.
Agents can verify the source link before accepting the draft, reducing errors when help articles are recently updated.
Faster suggestions
Improved suggestion speed by 30% using cached macro embeddings.
Copy draft
Need to tweak a draft before sending? Use the new Copy draft button to duplicate and manually edit.
Brand voice
Suggestions now match your configured tone:
- Formal - Professional language
- Friendly - Casual and approachable
- Concise - Brief and direct
Macros
Macro content is now weighted higher than general help articles.
Shorter drafts
Less boilerplate, more direct answers.
- Citations Fixed source link pointing to outdated article version
- Handoff Fixed expected response time showing incorrect SLA window for Enterprise customers
- Contradiction Fixed detection not working for thread replies over 1000 characters
- Backend Fixed duplicate email handling in ticket creation
- Backend Fixed exact email search functionality
- AI Improved suggestion speed by 30% using cached macro embeddings
- AI Added support for multi-article synthesis in a single draft
- Composer Added Copy draft button to duplicate and manually edit
- Brand voice Added concise tone option alongside existing formal/friendly modes
- Backend Added email suppression by address, domain, or customer
- Backend Added utility to create support email users
- Backend Email field now read-only for consistency