Reviewing drafts
Every new customer message gets an AI-drafted reply. The draft sits right in the reply box on the conversation, already filled in. There's no separate "drafts" screen to hunt through, and no extra step to pull it into the box before you can edit it.
Reading a draft
Above the reply box you'll see a Draft label. From there you can:
- Edit it. Click into the box and change anything. A word, a sentence, the whole thing. Your edits are what gets sent.
- Regenerate it. If the draft misses the point, use Regenerate to have the assistant try again from scratch.
- Send it. Once it reads the way you want, send it like any reply.
If a draft is scheduled to go out on its own, typing changes into it doesn't pause that countdown. Your edits aren't saved until you act on them. Click Cancel to stop the automatic send and keep it as a draft you'll send by hand, or click Send to deliver your edited reply right away (which cancels the automatic send too). Leave it alone and the original draft goes out when the countdown ends.
When a draft is flagged for attention
Some drafts come with a small flag next to the Draft label instead of going out quietly. That's SupportWunder's safety net: if the assistant couldn't find something it needed, or made a claim it couldn't back up from your knowledge base, it says so instead of guessing, and leaves the draft for a human to check rather than treating it as done.
A flagged draft is still just a draft, nothing has gone wrong. Read it a little more carefully than usual, correct anything that's off, and send it once you're happy. If a flag keeps showing up for the same kind of question, that's usually a sign your knowledge base is missing something, see Building your knowledge base.
Sending
Sending a draft (edited or not) delivers it through the same channel the customer wrote in. Email reply, chat message, whatever the conversation is on. Once it's sent, the conversation moves on and a new draft won't appear until the customer writes back.