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AI help

AI drafts and triage

AI help gives each conversation a category, a priority, a summary and a draft reply. An agent reads the draft and sends it.

AI help reads a conversation and makes a suggestion for your agent. The suggestion has a category, a priority, a short summary and a draft reply. AI help is off until an owner of your team switches it on.

WARNING: OHSupport never sends a draft to a customer. Nothing is sent until an agent reads the draft and sends it.

What the AI panel shows

The AI panel is in the thread, above the reply box. It shows these items:

  • Chips for the category, the priority, the sentiment and the language of the customer.
  • A summary of the conversation in one or two sentences.
  • A draft reply, and the names of the help articles that the draft uses.

The inbox shows the chip Urgent or High on a conversation when the priority is high. The suggestion is ready some seconds after a new message from the customer.

Use a draft

  1. Open the conversation.
  2. Read the draft in the AI panel. Make sure that each fact is correct.
  3. Select Use draft. The draft goes into the reply box.
  4. Change the text. Add your name.
  5. Select Send reply.

To get a new suggestion, select Suggest again. You can ask for one suggestion each minute. Select Hide to close the panel.

NOTE: The draft uses only the conversation and the help articles of the brand. If the articles do not answer the question, the draft says that your team will look into it.

Switch AI help on

  1. Sign in as an owner.
  2. Open Settings. Go to Integrations and find the card AI help.
  3. Select Enabled.
  4. Select Triage, Drafts or both.
  5. Optional: write instructions for the tone and the policy of your drafts.
  6. Select Save.

An admin can read the settings. Only an owner can change them. The card also shows how many runs your team used today. A limit applies to each day.

The data that AI help sends

OHSupport sends the text of each new customer message, the earlier public messages of the conversation, the first name of the customer and up to three help articles to Anthropic. OHSupport does not send internal notes. OHSupport does not send the email address of the customer. Anthropic is a subprocessor. Read the Subprocessors page for the details.

If AI help is not available for your team yet, the card says so. Contact support to ask when it will be available.