What this does
Every day your support team answers questions that Rep could not answer in chat. Rep reads those resolved tickets overnight and turns the useful answers into ready-to-review drafts in Missing Information. You approve a draft in one click, and Rep can answer that question for the next shopper.
Nothing goes live without you. A draft is never shown to shoppers until you publish it.
This feature is always on for every store with a connected helpdesk. There is nothing to switch on, and it is free on every plan.
How it works
- Rep reads resolved tickets every night. It looks at tickets your team resolved since the last check. The first time it runs for your store, it starts with the tickets resolved in the last 30 days.
- Rep keeps only what your team wrote. It ignores replies written by Rep's AI, internal notes, and quoted email history.
- Rep keeps only reusable knowledge. An answer about your return window, shipping times or how a product works becomes a draft. An answer about one customer's order does not.
- Rep removes personal details. Names, emails, phone numbers, addresses, order numbers, tracking numbers and card numbers are removed before anything is drafted. Links in your team's replies are not carried into drafts.
- Rep skips what it already knows. If your FAQs and knowledge already cover the answer, no draft is made. If your team's answer is different from what Rep knows today, for example a changed price or policy, the draft is kept so you can decide.
- Similar questions combine. If several customers asked the same thing, you see one draft with "Asked N×" and all its source tickets.
- Drafts are written in your store's language.
Rep makes up to 10 new drafts per night. Extra ones wait for the next night. Most stores will see a few drafts a week, because most replies are specific to one customer.
Which helpdesks work
Rep learns from tickets in:
- Rep Inbox
- Gorgias
- Zendesk
- Freshdesk
- Kustomer
Zendesk: the connection must be made by a Zendesk admin. If it was made by a non-admin agent, Rep cannot read tickets and will ask you to reconnect.
Review your drafts
- In the Console, open Missing Information.
- Click the Drafts ready tab. The number next to it shows how many drafts are waiting.
- Click Review draft on a row. You see:
- The drafted question and answer
- Drafted from: the ticket, the agent who wrote the reply, the date, and a View ticket link
- Choose one:
- Publish. Rep creates a normal custom FAQ from the draft and uses it in chat. The row moves to Resolved.
- Edit first. The usual "Add a new FAQ" window opens with the draft filled in. Change what you need, then save.
- Not useful. The draft is removed and Rep never proposes that ticket again.
Drafts also show in the Open tab with a green Draft ready label, next to the ticket they came from (for example "Gorgias #48213"). The number badge on Missing Information in the left menu includes drafts.
When there are no drafts
If your team's tickets had nothing new to teach Rep, the Drafts ready tab says what Rep checked and what it found. That is normal. It means your knowledge already covers your team's answers.
If Rep can't read your tickets
If your helpdesk refuses access (for example the connection expired, or the connecting user lost permissions), your integration shows a needs attention message and Rep emails you with a Reconnect button. Rep tries again every night. Once the connection works, the message clears on its own.
Tips
- Write clear, general answers in your tickets. Replies that explain your policy in plain words become the best drafts.
- Review drafts weekly. It takes a minute and each approved draft is one less question for your team.
- Use Not useful for answers that were a one-time exception, so they don't come back.
Troubleshooting
I don't see any drafts. Rep only drafts when your team gave a new, reusable answer. If your team mostly replies about individual orders, or if your existing FAQs already cover the answers, there is nothing to draft.
My helpdesk isn't on the list. Rep can't learn from it yet. Your existing Missing Information list keeps working as before.
A draft has the wrong answer. Click Edit first to fix it, or Not useful to remove it. Nothing is shown to shoppers until you publish.