Draft a ticket reply with Felix

Felix can read the context of an open support ticket and draft a reply for you. You review, edit, and send the draft yourself. Felix never sends anything on your behalf.

Request a draft

1. Open a ticket in the inbox
   Go to the ticket inbox and select the ticket you want to reply to.

2. Open the Felix AI panel
   Open the Felix AI panel for the selected ticket.

3. Ask Felix to draft a reply
   You have two ways to request a draft:

   • Select the "Draft a reply" prompt.
   • Type a message in the Felix chat asking it to draft a response.

   Felix uses the open ticket's context to generate a draft. The draft appears in a separate card with two actions: "Copy reply" and "Use as reply".

Use the draft

4. Choose how to use the draft

   • "Copy reply": Copies the draft text so you can paste it wherever you need.
   • "Use as reply": Places the draft directly into the ticket's reply composer, ready for you to review or edit.

5. Review and send the reply
   Check the draft in the reply composer. Edit it if needed, then send it from the composer. Felix doesn't send the reply for you, so this step is on you.