Give your team a useful draft and the final say
Fire Away supports AI reply suggestions for agents who want help composing an answer while keeping a person in charge of the response. Use suggestions alongside support knowledge and conversation context, review the details, and edit before sending. This is a practical starting point when autonomous replies are not the right fit.
For teams that want help drafting replies while retaining human review of customer-facing answers.
Start with assistance where judgment matters
A draft can help an agent explain a documented process or assemble a clear answer from the conversation. The agent still checks whether the procedure applies, whether facts are current and whether the response answers the customer’s actual question. Keep policy exceptions and promises under human review, especially when a confident-sounding sentence could create the wrong expectation.
Improve shared knowledge as well as wording
If agents repeatedly correct the same missing condition, update the support content rather than patching every draft. Suggestions and autonomous replies both benefit from a clear source of truth. Distinguish a saved canned reply from an AI suggestion: a saved reply is text the team has chosen in advance, while a generated draft still needs a check for this particular conversation.
Decide where autonomous support belongs later
You can use agent suggestions without enabling autonomous customer replies. Once the knowledge and trial results are dependable, decide whether a particular site or availability period is appropriate for automation. Agents can take over an assistant conversation and hand it back as needed. Treat each change in responsibility as an operating decision, with a named person reviewing failures.
What should AI answer, and when should people help?
Illustrative scenarios for planning your setup. These are examples, not customer results.
| Customer question or situation | Useful AI role | Where people or your app take responsibility |
|---|---|---|
| An agent needs to explain a setup process. | Draft an answer for the agent to review. | The agent checks applicability and sends the final reply. |
| The customer asks for a special exception. | Help articulate the standard policy. | A person decides whether an exception is appropriate. |
| The same correction appears in several drafts. | Expose a gap in the knowledge. | A content owner fixes the source and tests again. |
Test this workflow with your own customers’ questions
Use your trial to check useful outcomes, including the cases that should reach a person.
- Try suggestions on a small set of real support questions.
- Check facts, tone and promises before sending.
- Record recurring corrections and improve the source articles.
- Evaluate autonomous replies separately from agent drafting.
Questions about this setup
Do suggestions require autonomous AI replies to be on? +
Should an agent send every suggested answer unchanged? +
Work through the details
Should AI draft support replies or send them automatically?
Compare human-reviewed AI reply suggestions with autonomous answers, including risk, review effort and when to start with drafts.
Read the guideHow do you write canned replies that still feel helpful?
Create reusable support replies that save time without ignoring the question, with a structure for next steps, review and personalization.
Read the guideRelated AI support workflows
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