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Prompt Management lets you create your own custom prompts to either generate replies or rephrase text. This allows you to make use of AI while keeping full control over the tone and style.
Prompt Management

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Add a Prompt

  1. Navigate to Settings → AI → Prompt Management
  2. Click Add Prompt and fill out the following fields:
    • Name: A quick label so you know what it’s for
    • Prompt Type: Choose Generate reply or Rephrase
    • Prompt Text: The actual text or instructions you want the AI to follow
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  3. On the right-side, you can test each prompt type:
    • For Generate Reply — select the ticket and then select a comment and click ‘Generate Response’
    • For Rephrase — type your text and click ‘Rephrase’
  4. Change the status to Active (top-right) when you’re ready to make it available for use on tickets
  5. Click ‘Save’

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How the Prompts Work

Generate reply:
  • Uses details from the ticket title, latest comment, and contact info.
  • Example: If your prompt says, “Gather More Info,” the AI will use the ticket’s context to create that reply.
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  • Rephrase:
    • Takes whatever text you’ve typed in the comment box and reworks it.
    • Example: If you write a response but want a more concise version, just hit Rephrase.
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Rephrase or Generate a Reply

  • In the ticket’s Public Comment box, you’ll see two buttons:
    • Rephrase your text (for Rephrase prompts)
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    • Generate a reply (for Generate reply prompts)
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  • If you’ve got more than one active prompt for a type, a popup appears and lets you pick which one to use.
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