AI draft replies
Let Lunadesk draft answers in your brand voice — agents review and send.
Published 6/12/2026Updated 9/9/2026
AI & Automation
AI draft replies
Let Lunadesk draft answers in your brand voice — agents review and send.
A draft within secondsNothing sent without an agent10-second review is the norm
Lunadesk can draft a reply for any ticket, using the conversation, the customer's order context and your brand profile. The agent reviews the draft, edits if needed, and sends — the AI never answers a customer on its own.
Using it
Open a ticketany ticket
→Click AI draftin the composer
→Draft appearsin the editor, within seconds
→Edit and sendlike any text
What feeds the draft
- ·The full conversation so far, including the customer's latest message.
- ·Order context from the connected channel (status, items, shipping) when available.
- ·Your brand profile — tone of voice and key facts you configure in the organization settings, so drafts sound like your store and respect your policies.
Getting better drafts
- ✓Fill in the brand profile — tone (formal? playful?), return policy and shipping promises, anything agents repeat daily.
- ✓Keep your help center articles up to date — well-documented policies make drafts more accurate.
- ✓Treat the draft as a strong first version — a 10-second review by the agent is the norm.
Good to know
i
Drafts are suggestions. Nothing is sent without an agent's action.
✓
Drafts adapt to the channel. Marketplace messages stay compliant with shorter, link-free formats, while emails can be richer.
A strong first version, every time
Fill in your brand profile and let the drafts do the typing.
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