We’re excited to unveil our latest feature that transforms how support teams collaborate and communicate: Shared drafts. This powerful new capability goes beyond traditional ticket management, giving support teams unprecedented flexibility and precision in crafting customer communications, especially for founders that are delegating their inbox to VAs or support agencies.
Shared drafts allows your team to:
- Create collaborative draft responses that can be reviewed and refined before sending
- Leverage AI-powered draft generation with customizable prompts
- Set up automation rules to automatically trigger draft creation
Three game-changing use cases for B2B customer support:
- Complex technical escalations
Imagine a challenging technical support issue involving a complex integration. With Shared drafts, a support agent can create an initial draft explanation, then automatically route it to a senior engineer for technical review. The engineer can add clarifying technical details, and ensure the response is both accurate and customer-friendly before final approval. - Enterprise pricing approvals
When handling high-value enterprise pricing requests, accuracy and authority are crucial. Support agents can create detailed draft responses outlining custom pricing packages, which are then automatically routed to founders or sales leaders for review. This ensures pricing offers align with company strategy while maintaining rapid response times. The AI can even generate multiple pricing tier options, giving you a range of pre-formatted offers to choose from. - Cross-language collaboration
In global SaaS companies with multilingual support teams, Shared drafts becomes invaluable. An agent can draft a response in their native language, then route it to a colleague fluent in the customer’s language for translation and cultural nuance review. The AI draft generation can even provide initial translation suggestions, which you and your team can then refine.
Creating drafts automatically with Rules
Our automation engine allows you to create intelligent triggers for draft creation. For example:
- Automatically create a draft for conversations that match specific keywords
- Generate AI drafts for recurring issue types
- Route drafts to specific team members based on ticket complexity or topic
AI-Powered draft generation
Customize your AI draft generation with specific prompts tailored to your support style, product, and customer communication guidelines. Match it with any trigger condition, and create multiple variations for you to pick from easily (e.g., you could use prompts like ‘Accept’, ‘Decline’, ‘Ask more information’, etc..)
We’ve also fixed several minor issues with this release:
- Ability to edit notes
- Better handling of websockets on the app and chat widget
- Better UI for the Custom Data feature, now with component suggestions
- Granular user permissions for Custom Data
- Revamped bulk actions in the inbox view
- Optimized email preview on Gmail
- Safari iOS improvements on the live chat UI
- 118 other minor bug fixes and improvements