Shared drafts

Shared drafts allow you to collaborate seamlessly with your teammates, streamlining your workflow and boosting productivity. This is especially helpful for founders who delegate their inboxes to VAs or support agencies.

How shared drafts work

Shared drafts enable multiple team members to work on the same conversation simultaneously. Whether you're crafting a response to a complex customer inquiry or developing a new product description, shared drafts make collaboration a breeze.

Getting started with shared drafts

Follow these simple steps to create and share your first draft:

1. Start typing a response as you would normally do on the Reply field

2. Select Share draft or hit ⌘+D

3. Select which team member you want to review the draft or assign to everyone

Creating drafts automatically with Rules

Our automation engine allows you to create intelligent triggers for draft creation. For example:

• Automatically create a draft for conversations that match specific keywords

• Generate AI drafts for recurring issue types

• Route drafts to specific team members based on ticket complexity or topic

AI-Powered draft generation

Customize your AI draft generation with specific prompts tailored to your support style, product, and customer communication guidelines. Match it with any trigger condition, and create multiple variations for you to pick from easily (e.g., you could use prompts like ‘Accept’, ‘Decline’, ‘Ask more information’, etc..)

The AI drafts will then be automatically created when the conditions you selected as triggers are met.