Copilot drafts
Generate an editable reply from ticket context without automatically sending it to the customer.
Copilot draft generates a suggested customer reply from the agent instruction, ticket summary, and recent conversation transcript. It is available for a reply, not for an internal note. Copilot inserts the generated text into the composer as an editable draft after it returns a non-empty result. It never sends a message by itself.
Generation needs Inbox write access. It also consumes credit at the normal per-message rate for the selected agent model. If the model fails before it returns a usable response, the system refunds the failed work. Cost and behavior can vary with agent configuration. A suggestion is not a fixed price and does not guarantee quality.
Review every draft before you send it. Make sure that the facts in the draft match the ticket. Remove assumptions from the draft. Make sure that the draft does not reveal internal notes or sensitive context. Copilot is helpful for a first pass, but the human operator remains responsible for the final reply, status, and assignment.