Resolve Assist – Draft Responses & Response Assist

Draft Response Generation

Agents can generate a draft response based on:

• Case Summary
• Knowledge Summary
• Latest customer communication

Drafts are always editable

Response Assist Tools

Agents can:

• Edit in a rich text editor
• Adjust tone (empathetic, formal, concise)
• Translate responses
• Check grammar and spelling
• Send replies synced back to the CRM

Sending Responses

• Replies are posted as public case comments
• Emails are sent to configured recipients
• All activity is written back to the CRM

Related Articles

• Resolve Assist – Overview & Agent Workflow
• Resolve Assist – Case Summary & Knowledge Recommendations