AI reply drafts in Support now read the whole ticket conversation before
When your team has already replied and is waiting on the customer, the draft becomes a short follow-up that restates what you asked for, instead of repeating…
Enhancement · Platform ·
When your team has already replied and is waiting on the customer, the draft becomes a short follow-up that restates what you asked for, instead of repeating "I'll look into it". Each draft also shows a small "Based on" line with the customer messages, replies and notes it used, and its confidence score drops when the draft ignores your last reply.
September 2026 · Releases & improvements
The photo editor now draws your document in one pass once its images are · Safety inspections on a phone now start at the first question instead of
