For: Admins, Managers, and Staff
Draft an update or reply with AI
Have AI draft an update from a few words, or suggest two replies under an update, for you to check and send.
In this article6 sections
AI can draft an update for you from a few words, or suggest two replies under an update. Nothing is posted until you choose Post.
Draft an update
On the case's Feed, choose Using AI below the post box. Say what the update should cover, such as "Tell Jane the repair estimate arrived and we'll review it this week", and choose Create.
The draft replaces anything in the post box.
Check it and post
Read the draft and correct it, names, dates and amounts above all, then choose Post. If it mentions anyone, only they're notified, so delete a mention to tell everyone on the case.
Get suggested replies
Under an update, choose Comment, then Write with AI, the sparkle beside the comment box. The Draft a reply with AI panel drafts two replies from the update and its comments: Acknowledge and Ask what's next. You don't need to type anything first.
Use a reply
Choose Use this under the one you want. It replaces anything in the comment box. Change it as needed and choose Post. Copy copies a reply instead, and Try again drafts two more.
What happens next
Once you post, the update or reply goes out like any other; see Post a case update and Reply to comments on a case update. Drafts are written in the language on your profile, so each reader sees them translated like anything you write.
If something goes wrong
- Using AI isn't there, or does nothing. It's for every role on the case except clients. On a closed case it does nothing, and there's no comment box.
- A draft didn't come. A message says so. Choose Try again, or Using AI again.
Your firm may have changed what each role can do on a case. If an option described here is missing, ask an Admin of your hub.