Use Protodesk Assist

Protodesk Assist provides private writing and context tools inside Threads. It can prepare grounded reply suggestions, improve text, translate content, draft follow-ups, and summarize ticket context. A teammate decides what to use and what to send.

Where Assist appears

• Reply box: generate reply suggestions and follow-up drafts.
• Reply toolbar: improve or polish text you have written.
• Thread and reply toolbar: translate messages and drafts.
• Thread sidebar: review ticket context and relevant knowledge.

Assist does not require you to create an AI Agent first.

Configure reply defaults

Workspace admins can open AI → Assist and choose defaults for:

• tone;
• reply length;
• one best reply or multiple approaches;
• customer or workspace language;
• paragraph or list formatting;
• greeting and sign-off;
• preferred and avoided terminology; and
• an example reply used for style.

Custom instructions and example replies influence style. They do not replace verified facts or trusted Knowledge.

Review a suggestion before sending

1. Confirm that it answers the latest customer question.
2. Check names, dates, amounts, links, and policy details.
3. Review the supporting Knowledge when facts are important.
4. Remove unsupported assumptions or private internal context.
5. Edit the tone and wording for the conversation.
6. Send only when you are satisfied with the final reply.

flowchart LR
  Conversation[Conversation context] --> Assist[Protodesk Assist]
  Knowledge[Trusted Knowledge] --> Assist
  Assist --> Draft[Private draft]
  Draft --> Review[Teammate review]
  Review --> Send[Customer reply]

If evidence is missing or conflicting, answer manually, ask a clarifying question, or escalate the conversation instead of sending the suggestion unchanged.