Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Agent |
For agents: what a suggestion is worth, and the habit that keeps them useful rather than a source of confident mistakes.
Use one
- Open the ticket.
- Look at the suggested reply in the panel.
- Read it against what the customer actually asked.
- Insert it, edit it, and send.
Read it, do not scan it
A suggestion is assembled from your articles and similar tickets. It is usually right and it is occasionally confidently wrong, and the two look identical.
The check that matters: does this answer this customer's question, with their details, in their situation?
Always edit something
A sent-as-is suggestion tends to read as generic, because it was written for the general case. One sentence naming their specific circumstance turns it into a reply from a person.
Where it saves the most time
Not the short answers you could type faster yourself. It is the long explanations you write occasionally, where getting the structure right takes the time and you now start from a draft.
Check every fact
Dates, amounts, names, limits, next steps. Those are what customers act on and what a generative system gets wrong most plausibly.
Report the bad ones
A wrong suggestion almost always comes from an article that is wrong or unclear. Reporting it fixes the article, which fixes it for every colleague and every customer reading that article.
This is the loop that makes the feature get better; without it, quality is fixed at whatever it was on day one.
It is not a score
Accepting or rejecting suggestions is not measured against you. Reject freely; that is what the choice is for.
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