AI Drafts

NEW AI drafts allows your team to leverage the power of OpenAI's GPT-4 to generate replies to your customers in a draft state, learning from previous conversations and Docs articles in your Help Scout account. In one click, you'll have a high-quality draft ready to review, revise if needed, and send.

Take a look at AI Drafts Billing and Pricing to learn how the billing for this feature works.

AI drafts is available to all users on current Standard, Plus, and Pro plans using the Inbox experience, with the exception of those using the HIPAA compliance feature.

Not using Inbox yet? Learn how to switch from our legacy mailbox to the new Inbox here: What's New With the Inbox

Enable or Disable AI Drafts

Free Trial

Once an Inbox has more than 100 past conversation replies, a free trial of the AI drafts feature will be automatically enabled within your account. During this special trial period, users across your account will be able to try the feature right in the Inbox reply editor. Users must be in the Inbox and have the Reply to Conversation permission to be able to generate an AI draft.

The free feature trial includes AI drafts on 100 unique conversations.

When your free AI drafts trial has ended, Account Owners and any users that have the Manage billing and plan changes permission will be able to enable and manage the billing settings to continue using AI drafts. See Account Wide below for the steps to access those settings.

To turn AI drafts off during the trial period, just disable the feature for each Inbox. See Per Inbox below for the steps to do that.

Not seeing the free trial in your account yet but have more than 100 conversations? We are starting with a slow rollout of this feature so not all customers will have it immediately — hang tight, we'll have it on for you as soon as possible.

Account Wide

Account Owners and any users that have the Manage billing and plan changes permission can access these settings. See User Roles and Permissions for more help there.

Head to Your Plan > AI Drafts and toggle the switch under Enable AI Drafts to on or off across your entire account and all Inboxes.

See Manage AI Drafts below for more information on the other settings here.

Account Owners will find an application called "AI Drafts Connection" in Your Profile > My Apps. Do not delete this, as it is necessary for the AI Drafts feature.

Per Inbox

Head to Manage > Inbox(es) > [Choose Your Inbox] > AI Drafts to enable or disable AI drafts in each Inbox.

See Per Inbox Options below for more about the other settings you'll find here.

Use AI Drafts

Click the AI draft quick link in the reply box to generate a draft. You'll see the draft being generated right in the reply box.

Help Scout users can review and revise the draft as needed before sending, just like any other draft.

Note: If you don’t see the AI draft quick link, it means there isn't enough data to index in your account. You'll need about 100 conversation replies to start generating drafts.

Manage AI Drafts

Per Inbox Options

We offer a few AI draft settings that can be uniquely configured for each Inbox. Head to Manage > Inbox(es) > [Choose Your Inbox] > AI Drafts to change these settings.

Account Owners and Administrators with permissions to an Inbox can manage these settings.

The Enable AI Drafts toggle determines whether a specific Inbox does, or does not have access to the AI drafts feature.

Writing Style

Choose the Greeting and Closing you want to show in the AI-generated drafts within this Inbox.

Choose from the following options for the greeting:

Auto: The AI will choose a greeting based on past conversation data.
Hi (name),: Always begin the conversation with Hi and the first name of the customer per their customer profile.
Hello (name),: Always begin the conversation with Hello and the first name of the customer per their customer profile.
No greetings: Skip a greeting.
Custom: Define your own greeting. Insert (name) in the greeting to use the first name of the customer from their customer profile.

Choose from the following options for the closing:

Auto: The AI will choose a closing based on past conversation data.
Best,: Always close the reply with Best,.
Best regards,: Always close the reply with Best Regards,.
No closing: Skip a closing.
Custom: Define your own closing. Insert (name) in the closing to use the first name of the customer from their customer profile.

Data Sources

Enable Docs content to improve the quality and accuracy of AI-generated drafts in each Inbox. Toggle this on to allow the AI to use your Docs content in addition to past replies to generate the AI drafts.

Select Docs site(s)

Choose any or all of your Docs sites.

Billing Options and Enable or Disable the Feature for All Inboxes

Head to Your Plan and find the AI Drafts entry in your plan breakdown. Click the link that shows Up to [number] conversations there to review settings or make changes.

Account Owners and any users that have the Manage billing and plan changes permission can access these settings. See User Roles and Permissions for more help there.

AI Drafts Options

Current Tier

This section displays the tier of billing your account is currently on as well as how many conversations have used an AI draft so far in the billing period.

Enable AI Drafts

Toggle Enable AI Drafts off here to disable the feature.

Spending Limits

Choose whether you'd like to automatically upgrade to the next tier if you reach the billing limit or set a hard limit that will stop drafts from being generated after it's reached each cycle. See AI Drafts Pricing and Billing for more information.