AI Suggested Responses



When you open a ticket, Suhep's AI may suggest a response based on your knowledge base.

How Suggestions Work



  • 1.Open a ticket
  • 2.Look for the AI Suggestion panel below the customer message
  • 3.The suggestion shows:
    • - Recommended response text - Confidence score - Source article(s) used

    Using a Suggestion



  • •Accept — click "Use Suggestion" to paste it into your reply
  • •Edit — modify the suggestion before sending
  • •Dismiss — ignore and write your own response


    • When Suggestions Appear



    Suggestions show when:
  • •AI confidence is above 40%
  • •A matching KB article exists
  • •The ticket hasn't been replied to yet


    • Tips for Agents



  • •Always review suggestions before sending — AI isn't perfect
  • •Edit the tone to match your brand voice
  • •Add personal touches like the customer's name
  • •If a suggestion is wrong, that's feedback — the article may need updating