AI drafts

Fernand’s rules engine lets you automate your support workflows with a powerful set of actions. One of the most powerful? “Write an AI draft” — a game changer that pre-fills replies for your team, based on prompts you define.

How it works

When setting up a rule, you can choose Write an AI draft from the list of actions. This opens a small editor where you can:

  • Set a title for your draft (e.g. “Accept" or "Decline").

  • Write a prompt that tells the AI what kind of reply to generate. You can include dynamic variables like {{customer.name}} or {{conversation.latest_message}} to personalize the response even more.

Once triggered, the rule will generate a draft message and attach it to the conversation — so when your teammate opens it, they’re not starting from a blank page. They’re starting from a well-crafted draft, ready to fine-tune and send.

Why it’s a game changer

Instead of writing replies from scratch, your team can choose from multiple pre-written AI drafts — for example:

  • Accept

  • Decline

  • Ask for more info

Each draft is generated using a different prompt, and you can attach as many as needed to a single rule. Your team simply picks the one that fits, tweaks the wording if needed, and hits send. Done.

Example

  • WHEN: A conversation is created

  • IF: The message contains “refund”

  • THEN DO:

    • Write an AI draft: Accept refund

    • Write an AI draft: Decline refund

    • Write an AI draft: Ask for more info

Each option shows up as a draft your teammate can select from. They stay in control, but now they’re editing instead of inventing.

Trained on your knowledge sources

The responses generated by these AI drafts aren’t generic they’re tailored to your tone, brand, and product knowledge thanks to your AI training. The model uses your past replies, help center content, and custom instructions to craft drafts that sound like you. So when your team picks a draft, it already knows about your product and speaks your language.

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