AI auto-reply is a helpdesk feature that automatically sends responses to customer emails when the AI's confidence in its answer exceeds a configurable threshold. It handles high-frequency, low-complexity tickets like order status, shipping questions, and return policy inquiries without human involvement.
When an incoming email arrives, the AI analyzes the message, matches it against the knowledge base, and generates a draft reply along with a confidence score. If the score exceeds the threshold you set — typically 85-95% — the reply is sent automatically. Below that threshold, the draft is routed to an agent for review. This lets you control the balance between automation speed and accuracy.
Auto-reply works best for repetitive, factual questions with clear answers — order status, tracking info, return windows, business hours. AI copilot is better for nuanced tickets that need human judgment: complaints, custom requests, billing disputes. The most effective setup uses both: auto-reply handles the volume, copilot helps agents with everything else.