---
title: AI smart reply drafts overview
description: When an admin changes the status of a feedback ticket, Centercode automatically generates a contextual reply draft based on the feedback content and the new status — so instead of writing a response from scratch, admins can review, adjust if needed, and send.
---

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# AI smart reply drafts overview

## Automatically generate a contextual reply draft based on the feedback content on a ticket status change - so instead of writing a response from scratch, admins can review, adjust if needed, and send.

### How It Works

[![](https://t.gyazo.com/teams/centercode/e29cac0902b11fb4b9871e9eae86e8d5.gif)](https://centercode.gyazo.com/e29cac0902b11fb4b9871e9eae86e8d5)

To generate an AI reply draft:

1. Locate the feedback card - either at the top of a specific ticket page or expanding a card from the feedback list
2. Select a new status from the **status dropdown** in the feedback card
3. The reply box will display a **Generating AI reply…** shimmer while the draft is being created
4. Once complete, the AI-generated draft appears in the reply field - review and edit as needed
5. Click **Update status** to submit the status change and reply together

💡 **Ted Tip:** I recommend reviewing the draft before sending rather than submitting immediately - the AI reply is contextual, but a quick personal touch goes a long way toward making testers feel heard. Even a small edit helps the response feel less automated.

### Enabling AI Smart Reply Drafts

![](https://t.gyazo.com/teams/centercode/6b2b60fe40c2f9b09cbbfc5f79f01006.png)

AI Smart Reply Drafts are enabled on a **per feedback type** basis, and can be enabled in the **Feedback collection and collaboration** menu when editing a feedback type.

To access the AI smart reply drafts feature go to **Management\>Project configuration\>Feedback types\>Modify\>Feedback collection and collaboration**

**Note:**   
AI features enabled at the community level via the [Centercode AI settings page](https://help.centercode.com/en/centercode-ai-settings-overview?hsLang=en)

### Custom Reply Instructions

Admins can configure per-feedback-type "Prompt Enhancements" to customize the tone and content of AI-generated replies. This is useful for teams that want replies to follow a specific voice. For example, a more formal tone for enterprise testers or a more casual tone for consumer programs.

### Accessing Smart Reply Drafts

The feedback card interface that surfaces Smart Reply Drafts is available in two places:

**`Feedback list`:** Expand any feedback card in the list view to access the feedback card, then use the status dropdown to trigger a draft reply. This allows you to triage and respond to multiple tickets in quick succession without leaving the list.

**`Feedback detail view`:** When viewing an individual feedback ticket, the same feedback card interface is available on the right side of the page. Use the status dropdown there to trigger a draft reply in the same way.

### Draft Behavior

**`Status-aware drafts`:** The AI generates the reply based on both the feedback content and the status you selected. A status change to "Need More Info" will produce a different draft than one to "Fixed" - the tone and content are tailored to match the intent of the update.

**`Editable before sending`:** The generated draft is always editable before submission. The reply field functions normally - you can modify, rewrite, or clear the draft entirely before clicking **Update status**.

**`Rapid status changes`:** If you change the status selection quickly, any in-progress draft generation is aborted and a new draft is generated based on the most recently selected status. Only the last selection produces a draft reply.

**`Optional reply`:** Sending a reply alongside the status update is optional. You can clear the reply field and submit a status update without a reply if preferred.

### Requirements

- **Moderate Feedback** permission
- AI features enabled at the community level via the [Centercode AI settings page](https://help.centercode.com/en/centercode-ai-settings-overview?hsLang=en)
- AI Smart Reply Drafts enabled for the specific feedback type

### Notes

- All draft replies are suggestions - admins always have final say before anything is sent to testers.
- Smart Reply Drafts are triggered by status changes only. Leaving a reply without changing status does not generate a draft.
- For more information on controlling which AI features are active for your community, see the [Centercode AI Settings Overview](https://help.centercode.com/en/centercode-ai-settings-overview?hsLang=en).

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