Job agent-reply-drafts-from-your-help-articles-for-approval · revised 12 October 2026
Give your agents reply drafts built from your help articles, with the source cited
For your ten commonest customer-ticket types, a draft reply appears as an internal note citing the article used; anything without a source says so and is flagged for a person.
You might be seeing
- Agents retype the same answers
- New agents copy old replies that are out of date
- Drafting tools in the market sometimes invent policy
No passwords, keys, card details or admin invites needed to start.
What usually happened
Repeat questions are answered by hand, and a drafting tool that is not tied to your articles can invent a policy, a price or a date. A draft that looks right but cites nothing is hard for an agent to check quickly.
Who it’s for: Support lead or owner with repeat questions and slow replies who wants drafts that agents approve.
Usually starts when: The team answers the same ten questions all day, new agents copy old replies, and nobody trusts a tool that might invent a policy.
The result: For your ten commonest ticket types, a draft reply appears as an internal note with the article it came from cited. Anything without a source says so and is flagged for a person, and sending stays manual.
Check whether this job fits
Answer these without sending chats, tickets, files or logins. Nothing is submitted unless you choose to contact us.
What you get
- The draft rules for ten ticket types
- The source map
- The "no source" rule
- The 40-ticket test results
- A note of what is not covered
Included
- One help desk and ten ticket types you choose
- Draft rules that use only the help articles and policies you name
- A "no source, escalate" rule for anything the articles do not cover
- A source map from each ticket type to its articles
- A test on 40 redacted tickets rated by your two best agents
Not included
- Sending any reply: an agent sends every one
- Refunds, credits, discounts or promises in a draft
- Drafts shown to customers as if from a bot
- Auto-send in any form
- Voice, chat bots or public replies
- Training on one agent's past replies
- Inbound sales or form enquiries in a mailbox: see the enquiry sorting and reply drafts job
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
On 40 redacted tickets, your two best agents rate at least 34 drafts "send with light edit" (34 of 40, which shows a true pass rate of at least 72% with 95% confidence); 15 of the 40 were held back until the final run.
Evidence: The rating sheet with both agents' marks and the held-back marker.
None of the 40 drafts contains an invented policy, price, date or promise. One such draft fails the whole test.
Evidence: The draft list filtered to those error types, with the count.
Every draft cites an article or says "no source" and is flagged for a person.
Evidence: The draft list showing the citation or flag for each.
Nothing is sent: the drafts exist only as internal notes or files, and no customer received one.
Evidence: Your help desk's sent-message log for the period.
Sign-off. Your two agents read the ratings and the error list and you sign off in writing. Payment follows sign-off, and sending stays manual.
If it fails. If a draft with an invented claim remains after one retest, we hand over the rules and the open items and you decide whether to stop or re-quote. We do not call a miss a pass.
When it fits, and when we stop
It fits when
- Current help articles or written policies exist with one named owner
- Agents who approve each draft
- You can give us a redacted set of tickets for the test
- Your help desk can show a draft as an internal note or a text file we hand you
We stop and tell you if
- You want drafts sent automatically
- The draft must include refunds or account changes
- Your articles contradict each other and nobody will settle which is right
- Tickets hold special-category data we have not agreed to handle
What could go wrong
Drafts live in an internal note or a file, never in a sent message. Switch the rules off and your agents reply exactly as before.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| A draft invents a policy, price, date or promise | Any such draft in the 40-ticket test fails the whole test, and every draft must cite an article or flag "no source". |
| Agents trust drafts too much and stop reading them | Drafts are internal notes with the source shown, and the report says that approval is the agent's job. |
| Ticket text carries instructions that steer the draft | Tickets are treated as untrusted text, drafts have no tools and cannot send anything. |
| Articles are out of date | Eligibility needs a named owner, and a draft cites the article version it used. |
A separate automated reviewer checks every draft in the test for invented content and for a missing source before hand-over, and your two best agents on your side mark the sample and decide what goes live. No human supervisor is included unless your agreement names one. At launch the work is largely automated, and we say so.
How we deliver
We arrange the work and independent review, then show you the result against the agreed checks. You keep authority over your systems.
- Agree ten ticket types, the articles, pass marks and the severe-error list
- Map each ticket type to the articles that may be cited
- Build the draft rules and the "no source, escalate" rule
- Run the 40-ticket test; your two agents rate every draft
- Independent automated review of citations and invented content
- Hand over the rules and results; agents send every reply by hand
This is a one-off job, not emergency cover or a subscription. We confirm eligibility, the total price, a start window and a delivery date before you accept. Work starts only after agreed inputs, secure access and any needed permissions are in place. Model usage for our build and tests is included in the price; charges on your own platform account, including per-conversation fees after go-live, are yours. An enquiry creates no charge or booking.
Need to keep it working?
Discuss a monthly check of the drafts against your current articles.
Ongoing work is separately scoped and quoted: no monitoring, response-time guarantee or automatic subscription is included in this job.
Explore an ongoing managed lane, or mention the responsibility you need in your enquiry.
What you can check
This is a new service. We have not delivered this job for a client yet.
Other ways to get this done
- If your help desk has a built-in draft feature, try it on 40 old tickets and check each draft against your articles.
Questions
Will drafts be sent without an agent?
No. An agent reads and sends every reply.
Do you promise faster replies?
No. A published study of support agents found faster resolution with AI suggestions, mostly for newer agents, but your result depends on your tickets and we make no claim.
What if an article is missing?
The draft says "no source" and is flagged for a person.
Send an enquiry
Send us
- The ten ticket types in your own words
- Where the help articles live
- Your help desk and how many agents would use drafts
- No customer data, logins or keys in the first enquiry
Later, once you agree
- A redacted export of about 100 past tickets, with 15 of the 40 test tickets chosen by you and unseen by us until the final run
- An export of the articles and policies
- Two agents who will rate the drafts
- A secure route agreed in writing before any ticket text is shared
You keep the help desk, the articles and every login. We work on exports you redact and a test copy, and we change nothing live. Your agents decide whether to send each draft.
Email fallback: open your mail app
If website submission is unavailable, review and send the fallback email yourself. An email fallback is not a website receipt. Or write to hello@syntheticindustry.ai with “agent-reply-drafts-from-your-help-articles-for-approval” as the subject.