AI Answer assistant feature overview

The Answer assistant feature is an AI-powered tool built into the reply editor. It helps agents to generate professional responses to customer queries & refine answer drafts based on provided instructions, supporting a wide range of AI LLM models.

When creating a new ticket, Answer Assistant can generate a message draft from scratch using custom instructions and a chosen formality level, without even requiring any existing draft as input. In existing tickets, the Answer assistant works in two modes depending on the situation:

Generate a response from ticket context - The Answer assistant generates a relevant draft reply based on the ticket history, accepting also optional additional instructions. It populates previous ticket messages between the customer and agent(s) into context, producing a correct and appropriate answer.
Modify and refine existing draft - Once a draft exists — whether written by the agent, generated from ticket context, or created from scratch — Answer assistant can refine it based on provided instructions, this time without working with the previous ticket messages.

In order to use the Answer assistant feature, it is required to connect your LiveAgent account with FlowHunt or OpenAI account, and set the feature up.

When integrated via FlowHunt, the AI session is maintained across all modifications of the draft until the Answer assistant window is closed. OpenAI integration does not maintain the session but starts a new one on every draft generation.

FlowHunt, our no-code AI automation platform, is a product of our company, Quality Unit, like LiveAgent. By utilizing our AI features with FlowHunt, we ensure data safety and offer priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup. If you're interested in our free setup service, feel free to contact us at support@liveagent.com.

Generating a draft message

To generate a draft message using AI, click on the "Answer assistant" button in the ticket reply editor when either creating a new ticket or replying to an existing one.

A more detailed overview of this function's options is described in the Answer assistant's functions overview.

Generating an answer in an existing ticket without providing a draft

If you use the Answer assistant feature in an existing ticket without writing and selecting a draft message, the feature's window enters simplified mode.

In the top right corner of the window, you can select the formality level (casual, neutral, or business) for the generated response by clicking on the Settings button, or select the AI agent/model that you want to use to generate the answer (if more AI agents/models are configured).

Optionally, you can enter additional instructions for AI on how to formulate the answer or what to include in it.

Pressing "Generate answer" sends the ticket history and the instructions to AI for processing and generating a draft response.

After the answer is generated, the Answer assistant seamlessly enters text modification mode, displaying the prepared response. If you are satisfied with the result, click the "Use in answer" button to pass the draft response to the ticket answer editor, from where you can send it right away.

Generating an answer in a new or existing ticket by providing a draft

If you use the Answer assistant feature while creating a new ticket, or you wrote a draft answer upfront and selected it, the feature's window enters text modification mode right away. This enables you to generate or refine a response by setting the formality level, and either applying one of the three predefined actions (improve, extend, simplify), or entering your custom instructions.

Using this mode, you can:

write your draft message in the ticket reply editor, select the draft, and apply one of the available actions on it,
write your draft message and the instructions by which it should be modified directly in the Answer assistant window,
or enter only notes or instructions based on which the AI should generate an answer.

As previously, if you are satisfied with the result, click the "Use in ticket reply" button to pass the draft response to the ticket answer editor, from where you can send it right away.

Refining the draft further

If the draft doesn't meet your expectations, you can further modify it either by rewriting it manually, or by using the Answer assistant feature repeatedly.

To modify the answer draft, you can use pre-set quick actions to change the formality of the draft, improve, extend, or simplify it, or define custom instructions by which the draft will be adjusted.

Answer assistant stores every version of the draft, allowing you to choose the best proposed answer at any time. To navigate among the draft versions, use the arrows in the top right corner.