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 an internal note. Generated text is inserted into the composer as an editable draft after a non-empty result is returned; it never sends a message by itself.
Generation needs Inbox write access and consumes the selected agent model’s normal per-message credit cost. If the model fails before producing a usable response, failed work is refunded. Cost and behavior can vary with agent configuration, so do not represent a suggestion as fixed-price or guaranteed quality.
Review every draft before sending. Check factual claims against the ticket, remove assumptions, and make sure it does not reveal internal notes or sensitive context. Copilot is helpful for a first pass, but the human operator remains responsible for final reply, status, and assignment.