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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

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

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

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
  • 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.