AI Feature
The right answer,
drafted before
your agent starts typing.
Hipcall drafts replies for your agents from your knowledge base in WhatsApp, live chat and tickets. Nothing is sent until an agent decides.
Suggested reply · Source: Return policy
Why it matters
A draft in every conversation
In WhatsApp and live chat, a draft is ready automatically or on request.
Ticket replies too
Switch on drafts per ticket group. A ticket reply is never sent automatically.
The agent decides
Use it as it is, edit it, or don't use it. The customer only sees what the agent sends.
See what helps
Use, edit and reject rates show which answers work and which articles need work.
How It Works
Set up in four steps
- 1
Create an assistant
Choose its knowledge sources and tone.
- 2
Turn on drafts
For your WhatsApp and web chat inboxes, and for ticket groups.
- 3
Agents work as usual
A draft appears above the reply box.
- 4
Review performance
Check use and reject rates per assistant.
Use Cases
Busy season
During a sale, agents answer delivery questions by checking and sending the draft.
New team members
A new agent's first replies match the company's answers from day one.
Better articles
An article with a high reject rate gets rewritten.
FAQ
Frequently asked questions
WhatsApp, web chat and tickets.
No. Drafts are only suggestions; the agent sends the reply.
From your knowledge base, Q&A and training content. Without a matching passage there is no draft.
Drafts in WhatsApp and live chat need the ticket feature in your plan.
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