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In copilot, Kai reads the conversation and writes the reply for you. You read it, change what you want, and send it. Nothing reaches the customer until a person sends it.
This page is the reference. To train a new teammate, send them Send a Kai draft instead. It teaches the same thing as a task, in ten minutes.
Kai suggests a draft above the composer

A draft above the composer, with Use draft on the right.

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What “Kai suggests:” means

The card above the composer holds a reply that Kai wrote for this conversation. The card says Kai suggests: on the left and Use draft on the right. The draft is not sent. It is not visible to the customer. It waits in your composer until you act on it. The details panel also shows Kai has a draft waiting in the composer., so you can see from the list that this thread has something ready.

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Use a draft

1

Read the draft

The card shows the first lines. Select the card to load the whole text.
2

Select Use draft

The text moves into the composer. The card disappears.
3

Edit it

The text is now yours. Change a word, cut a sentence, add the detail Kai could not know.
4

Send

Press Enter to send. Press Shift+Enter for a new line.
If the draft is wrong, ignore it. Write your own reply. The draft goes away when your side speaks, because it answers a question the conversation has moved past.
The composer is locked until somebody holds the conversation. Select Assign to me first. See The inbox.

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When Kai drafts instead of replying by itself

In copilot, Kai always drafts. Every reply passes a person. In autopilot, Kai sends by itself, but it steps back to a draft in these cases:
  • A human handoff rule fired. Kai hands the conversation to a teammate.
  • The reply quotes a number that Kai cannot ground. See below.
  • Confidence is under the floor set for the channel.
  • A person already replied on this thread.
  • The answer, or the conversation flow behind it, is not reviewed. Autopilot uses reviewed content only.
Numbers are grounded. A number in a reply must appear in your current information, in an answer that is not marked volatile, or in the conversation itself. If Kai cannot find it, the reply becomes a draft. A price that Kai cannot verify never reaches a customer on its own.
Read Copilot and autopilot for the whole gate.

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The coaching note on Intercom

Kai works inside the inbox your team already uses. On Intercom, Kai does not create a new surface:
  • a draft arrives as an internal note on the conversation;
  • a handoff arrives as an assignment to a teammate.
The note holds the suggested reply and the coaching note: what Kai read, and why it answered that way. Your reps read it in the Intercom inbox and reply there. In the Kai inbox, the same content renders as the draft card above the composer.

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Ask Kai for a draft

Kai stops drafting on its own once a person owns a conversation. To get a suggestion after a takeover, after a handoff, or after an assignment, ask for it.
1

Select the sparkle button in the composer

It sits beside the attach button. Its label is Ask Kai for a draft.
2

Wait

The composer says Kai is reading the conversation…. A model call takes a few seconds.
3

Read the answer

Kai returns a draft in the usual card. If a handoff rule matched instead, Kai returns Kai would hand this over: and the reason. That is an answer, not an error.
A draft you asked for outranks the one the reply path left earlier. You asked because the old one did not answer the question.

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Give feedback, so the next retrain learns

A rating is not a score. It is the gate that lets a live reply into the next training corpus. Kai never learns from its own unreviewed output. A reply that Kai sent, or a draft that Kai wrote, enters the corpus only in two cases:
  • a reviewer rated it Good output;
  • a reviewer wrote a Corrected reply. The correction replaces what Kai actually said, so the corpus holds your words.
Everything else is dropped. Internal notes are dropped. A conversation marked Needs follow-up is left out whole.
1

Open the console in Review mode

Go to Console, then select Review. See The console.
2

Select the conversation

The list holds real customer conversations, newest activity first.
3

Rate each reply Kai produced

Select Good output or Needs work.
4

Correct what was wrong

Under Correct reply, write the response Kai should have produced.
5

Leave a training note

A note steers the next compile. It never adds a fact your team did not write.
Feedback saves as you go. The console confirms with Saved, and shows Feedback is saved for the next training pass.
Rate the replies that were wrong first. A correction teaches more than an approval, and it is the one thing a retrain cannot get from anywhere else.
A rating is not the same signal as Draft acceptance on the Overview page. That number comes from what the agent did with the draft: sent it as it was, edited it, or ignored it. Kai records that by itself. A rating is the sentence that says why. See The overview page.
The Kai inbox

Drafts and sent replies in one thread.

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Next

Copilot and autopilot

When Kai drafts, when it sends, and how to change that per channel.

Retrain the Brain

Turn your reviewed conversations into a new draft of the Brain.