How to review AI support replies

Start with the customer's request. In DobroDesk, AI replies stay under manual control by default: generating a draft does not send it. A teammate reviews the proposed text and decides whether it belongs in the conversation.

Read the request in context

Read the latest customer message, then the earlier conversation for references, steps already tried and promises the team has made. Confirm that the draft answers the current request in the customer's language. An earlier support reply can explain the history, but it does not establish product policy.

Check the sources

Open the source list in the AI review panel. It shows retrieved source titles, short matching text and confidence levels, along with any risk flags for the draft. Use the summaries to judge relevance. When a detail matters to the customer, verify it against the approved source itself.

If no relevant source appears, a source is out of date or the displayed text does not support an amount, date or account action, keep the draft out of the reply. Check approved knowledge for the relevant Inbox, ask a focused question or involve a teammate. Remove claims the source cannot support.

Legal, billing, account deletion, privacy, abuse, security and angry-customer cases need an authorized person to decide. AI can help gather context or prepare a draft, but DobroDesk must not send a reply automatically for these cases. Bring in the teammate who can handle the decision.

Choose a review action

The AI review panel records whether the draft was approved or rejected. A separate action inserts the text into the editable reply composer. A human-handoff request is available when the case needs more context or judgment.

In manual reply mode, edit the text in the composer, check the recipient and send it from the conversation. The approve or reject decision does not send a customer reply. Keep the final wording and recipient check with the person responsible for the conversation.

Configure automatic replies separately

An administrator chooses the reply mode for the workspace, with exceptions for a connected mailbox or channel. A workflow or conversation can override that mode. Moving an email conversation to another Inbox does not change its mailbox exception. A workflow that can request an AI draft does not by itself authorize automatic sending.

Before widening automation, test a question with a clear approved answer and cases where evidence is missing, stale or outside scope. Include a sensitive request and confirm the conversation reaches a teammate. Review the source and outcome each time. Fix gaps in the source or scope before changing the automatic reply policy.