A cited first draft on every ticket. A person still sends it.
Your agents already know the answer is somewhere in the docs. SupaCortex finds it, writes the reply in your desk's tone and placeholders, checks every number and link against the source, and puts it in front of the agent.
- Built into UnifyDesk
- Any desk via the Draft API
- Numbers and links checked
How do SupaCortex reply drafts work?
A help desk sends SupaCortex a ticket - subject, the customer's messages and the replies already sent. SupaCortex searches the project's knowledge, writes a reply grounded in what it found, checks the citations, numbers, links and placeholders, and tells the desk the draft is ready through a signed callback. The agent edits and sends it. The desk then reports whether the draft was sent unedited, edited or discarded, so the acceptance and edit rates per category are measured rather than guessed.
- UnifyDesk: "Ask SupaCortex" in the composer, plus optional drafts when a customer writes.
- Other desks: the Draft API - asynchronous, with HMAC-signed callbacks and retries.
- Drafts follow the channel: full paragraphs for email, two to four sentences for WhatsApp.
- Your desk's placeholders, such as {{Client.FirstName}}, are kept for the desk to fill.
- Sensitive tickets and tickets with no evidence go to a person, undrafted.
- Outcomes give acceptance, edit and reopen rates per category.
From a customer's message to an agent's reply
-
01
The desk asks
An agent clicks Ask SupaCortex, or the desk asks on its own when the customer writes. One request per customer message - a retry never drafts twice.
-
02
SupaCortex reads and searches
Personal details are redacted, the ticket is classified, and the project's documents are searched - official sources first, past tickets only as hints.
-
03
The draft is checked
Citations, numbers, links and placeholders are validated. A failure is rewritten once; a second failure becomes "needs a person".
-
04
An agent decides
The draft lands in the editor with its sources listed beside it. The agent edits, sends - and the outcome is reported back.
The Draft API in one request
Send the ticket, get a draft id back at once, and receive a signed “ready” callback when the draft is written. Or poll, if you prefer.
- Two headers: your API key, and your workspace's sub-domain. A leaked key alone is useless.
- Callbacks carry no content - just the draft id and status, signed with HMAC-SHA256.
- Undelivered callbacks are retried after 1, 5 and 30 minutes.
- A newer customer message supersedes a draft that has not finished, so nobody works on a stale question.
curl -X POST https://api.supacortex.com/v1/drafts \
-H "X-API-Key: sck_live_..." \
-H "sub-domain: acme" \
-H "Content-Type: application/json" \
-d '{
"product": "help-centre",
"source": { "system": "my-desk", "externalRef": "T-10482",
"triggerMessageRef": "msg:88120", "channel": "email",
"callbackUrl": "https://desk.example.com/hooks/supacortex" },
"requester": { "email": "meera@customer.example" },
"subject": "Charged twice for March",
"messages": [ { "role": "requester", "body": "I see two charges..." } ],
"placeholders": { "greeting": "{{Client.FirstName}}",
"signOff": "{{Agent.Name}}" }
}'
→ 202 { "draftId": "d_7Hq...", "status": "queued" }Shortened example. The full contract and OpenAPI file come with your workspace.
What makes a draft safe to start from
Inside UnifyDesk
UnifyDesk, our sister help desk, is the Draft API's first client - nothing to build.
- "Ask SupaCortex" sits on the reply composer, beside the desk's own AI tools.
- Optional automatic drafts when a customer writes, waiting for the agent who opens the reply.
- The draft drops into an empty reply, or offers Replace or Add at the end - one Ctrl+Z undoes it.
- The sources it cited are listed for the agent, never pasted into the customer's reply.
- Regenerate with a note - "shorter", "mention the March invoice" - and get a fresh draft.
- The AI never sends. The reply passes UnifyDesk's approval rules like any other.
Hints about the customer, never facts
A draft that quotes the wrong company's policy is worse than no draft. Identity is resolved carefully, or not at all.
- The desk sends hints - an email address, a linked organisation - not claims about the account.
- With a product connector, SupaCortex asks your product who the customer is, and accepts only one exact match.
- Nothing resolved? The draft uses shared knowledge only and says the requester was not identified.
- Internal notes, if sent, inform the draft but are never quoted in it.
Quality you can measure
The desk reports what happened to each draft. That turns "the AI is pretty good" into a number per category.
- Outcomes: sent unedited, edited (with an edit distance), discarded, reopened within 7 days, thumbs up or down.
- The Drafts tab shows acceptance, edit and reopen rates by category over 7, 30 or 90 days.
- Each draft keeps its redacted thread, sources, caveats and timing for review.
- The text the agent finally sent is used to measure the edit, then discarded.
SupaCortex never sends a reply itself. Sending automatically is not offered today.
Related
Questions people ask before they start
Bring ten real tickets. We'll draft them from your own docs.
Book a 30-minute demo on your own documents. We set up a 14-day trial workspace for you - no credit card, no setup fee.
Questions first? Email info@greatdevelopers.com or call +91 8585953085.
ChatGPT
Claude
Perplexity
Grok