AI Reply drafts a reply for your agent while they're on a ticket, so they can respond quickly without writing every message from scratch. It was earlier called Help Me Write, and it has been rebuilt , drafts are now based on the customer's actual order, your store's policy and FAQ content, and your knowledge base, rather than on the conversation alone.
Your agent always reviews the draft before anything is sent. AI Reply never sends a message on its own and never performs an action on an order.
What is AI Reply?
When an agent opens a ticket, AI Reply reads the conversation, works out what the customer is asking for, and drafts a reply they can review, edit and send.
Think of it as a first draft written by someone who has already looked up the customer's order and read your policy pages — the agent still decides what actually goes out.
What's changed in this update
Drafts are grounded in your own data. AI Reply now pulls from verified order data, your policy and FAQ content, and your knowledge base before drafting. Earlier it composed a reply from the conversation alone, which meant agents often had to rewrite it with the real details.
It recognises what the customer is asking for. AI Reply now classifies the conversation into an intent — order tracking, missing shipment, cancellation, return and refund, missing or damaged items, product enquiry, store enquiry, sales and offers, shipping policy, subscription and payment queries, spam, B2B enquiries and more — and drafts accordingly, instead of treating every ticket the same way.
Tracking links come through inline. For order tracking, the draft includes the tracking link. If the customer has several orders, or one order shipped in multiple parts, the agent is shown the options and picks the right one before the reply is drafted.
It says when it isn't sure. If no matching order is found, or the match is ambiguous, AI Reply no longer produces a confident-sounding reply anyway. It tells the agent it doesn't have enough information to draft one, and shows the order data it does have.
Product questions bring up recommendations. A product enquiry now runs AI Product recommendation, with an updated view for the agent to pick what to share.
It writes the way your customer writes. AI Reply matches the customer's language and script, including mixed usage like Hinglish and keeps product names, order IDs and links exactly as they appear. It also won't ask for an order ID or phone number the customer has already given.
Where AI Reply drafts a customer reply, and where it doesn't
For some requests, the right answer depends on your store's policy, and a wrong reply is worse than no reply. For those, AI Reply deliberately stops short of drafting a message to the customer.
Customer is asking about | What the agent gets |
Order tracking, shipping status | A drafted reply with tracking details |
Product enquiry, store enquiry | A drafted reply, with product recommendations where relevant |
Shipping policy, FAQs, general questions | A drafted reply based on your policy and knowledge base |
Sales and offers | A drafted reply, grounded in the offers you've configured |
Cancellation, return, refund | A drafted reply based on your policy and knowledge base |
Order modification, including address changes | A drafted reply based on your policy and knowledge base |
Spam or junk | No drafted reply. The agent is offered Mark as spam |
Note: Most suggested actions are guidance for the agent to carry out themselves, not buttons. The only ones the agent can act on directly are Mark as spam, Enable AI spam and Create task.
How to use it
Open a ticket in Helpdesk.
Click on AI Reply above the message composer.
Review the draft, along with the order details and any suggested actions shown with it.
Edit anything you want to change, then send.
Click on AI reply
If AI Reply tells you it doesn't have enough information, check whether the customer has given an order ID or the phone number or email used to place the order. Once that's in the conversation, trigger it again.
Getting the best results from it
Keep your policy and FAQ content up to date. This is the single biggest factor in draft quality now. AI Reply reads your return window, cancellation rules, shipping timelines and FAQs before it drafts — if that content is thin or missing, it has less to work with, and it will correctly hold back rather than guess. Adding your policies to your knowledge base is the fastest way to improve what your agents see.
Add your tone instructions. You can tell AI Reply how your brand should sound — keep replies short, always offer an exchange before a refund, and so on. These live in Helpdesk > Settings > AI tools > AI writing assistant, in the Instruction box under AI Reply.
Let your agents edit freely. The draft is a starting point. Agents sending a lightly edited version is the feature working as intended.
How to turn AI Reply on or off
In your BIK dashboard, click on Helpdesk.
Click on Settings.
Under AI tools, click on AI writing assistant.
Switch the toggle next to AI Reply on or off, then click Save.
These settings were earlier in the AI Console section and have now moved here.
FAQs
Is AI Reply the same as Help Me Write?
Yes. It's the same feature, rebuilt and renamed. Anything you had configured earlier has carried over.
Does AI Reply send messages to customers on its own?
No. It only drafts. Every message is reviewed and sent by your agent.
Can AI Reply cancel an order or issue a refund?
No. It can suggest that an agent does so, based on your policy, but it never performs the action itself.
Why does it sometimes say it doesn't have enough information?
Usually because it couldn't confidently match the conversation to an order. It's designed to say so rather than draft a reply around a guess.
The customer has several orders open. Which one does it use?
It shows the agent the matching orders and lets them confirm which one the reply should be about.
Which channels does AI Reply work on?
It works on the messaging channels your agents reply from in Helpdesk, with replies formatted for each — a message format for chat, and a template layout for email.
If you have any questions or need help setting this up, reach out to us at [email protected].