# Support ticket reply drafts

The agent drafts answers to support tickets from your help docs and flags the ones a person should handle.

## What to tell your agent

```text
For each new support ticket, draft a reply based on our help center and past answers. Tag tickets about refunds, security or angry customers for a human. Never promise anything our policies do not cover, and never issue refunds, change accounts or share personal data.
```

## How it runs

- Read new tickets
- Find relevant help articles and past answers
- Draft replies
- Escalate sensitive tickets to a person

## Watch out for

- Customer messages are a classic route for prompt injection
- Drafts can sound confident and still be wrong, so spot-check them against the help center

## What you get

Routine tickets arrive with drafted answers, and sensitive ones go straight to a person.