Skip to main content
SupaCortex
Sign in Book a Demo
Solution

A cited draft on every ticket. A person still sends it.

UnifyDesk has SupaCortex built in. Agents click "Ask SupaCortex" - or find a draft already waiting when they open the ticket - written from your documentation and policies, with the sources listed beside it.

Book a demo Visit UnifyDesk
  • Built into the composer
  • Drafts when the customer writes
  • The AI never sends

How does UnifyDesk use SupaCortex?

UnifyDesk, our sister help desk, calls SupaCortex's Draft API. An agent clicks "Ask SupaCortex" in the reply composer, or SupaCortex drafts automatically when a customer writes. The draft is grounded in the project for that product, its citations are checked, and it lands in the agent's editor with the sources listed for the agent. The agent edits and sends; UnifyDesk tells SupaCortex whether it went out unedited or edited.

  • Email, portal and WhatsApp tickets (plain text, shorter, for WhatsApp).
  • A project per UnifyDesk product, or one default project.
  • Tone (formal or friendly) and a longest-reply limit.
  • UnifyDesk's own placeholders, such as the customer's first name, filled in.
  • Outcomes reported back, so acceptance and edit rates are measured.
Getting started

What you set up

  1. 01

    1. The knowledge

    A SupaCortex project per product you support, fed by your help centre, policy files and - on Business - approved Q&A from past tickets.

  2. 02

    2. An API key

    In SupaCortex, create a key with the drafts:write scope, granted to those projects. The secret is shown once.

  3. 03

    3. Connect UnifyDesk

    In UnifyDesk, Settings › Integrations › SupaCortex: the address, your SupaCortex sub-domain, the key and the project per product. Test connection checks it.

  4. 04

    4. Switch it on

    Offer "Ask SupaCortex" to agents, and if you like, draft replies automatically when a customer writes.

In detail

In the composer, and after

The agent stays the author

A draft is a starting point in the agent's editor, not a message waiting to go out.

  • Straight into an empty reply - otherwise Replace my reply, Add at the end or Discard.
  • One undo puts the agent's own words back.
  • Regenerate with a note: "shorter", "mention the March price change".
  • With automatic drafts, the first agent to open Reply gets the draft; a colleague is not handed the same one twice.
  • Sending, approval and every UnifyDesk rule work exactly as for a hand-written reply.

Quality you can measure

Every draft that is sent is reported back: sent unedited, or edited with the final text compared.

  • Acceptance, edit and reopen rates per category over 7, 30 or 90 days, in SupaCortex.
  • Each draft's sources, caveats and outcome are kept for review.
  • Low acceptance in a category usually means a missing or outdated article - fix the document.
  • Agents' edits never change the knowledge on their own; you decide what is updated.

Automatic sending without an agent is not available in UnifyDesk. A person always sends.

Read next

Reply Drafts for Help Desks & Email

Grounded, cited reply drafts inside UnifyDesk or any desk on the Draft API. A person still sends.

Email Reply Assistant

Draft answers to customer and partner emails from your knowledge, in the help desk you already use.

Turn Tickets Into a Knowledge Base

The answers your agents have already written, reviewed once and reused for every customer after.

Answers With Citations

Hybrid search, a confidence gate and checked citations - it says "I don't know" instead of guessing.

MSP: Cited Drafts on Every Client Ticket

Engineers start from a draft that cites the client's own runbook, inside UnifyDesk.

Answer Quality & Usage

Thumbs up and down on every answer, conversation logs, and AI credits you can see being spent.
Frequently asked

Questions people ask before they start

Not in UnifyDesk. A draft goes into the agent's editor and nowhere else. The agent reads it, changes it and sends it - or submits it for approval - with the composer's normal buttons, and UnifyDesk's approval rules apply exactly as they do to any reply.

The subject, the customer's messages and the replies already sent to the customer, plus the ticket's product and category names. Internal notes and unsent drafts are never sent.

No. The documents a draft cites are listed for the agent under the button so they can check them. The reply itself carries no source tags.

Then there is no draft, and the agent sees why - for example that the knowledge has nothing on the question. The agent can regenerate with an instruction, or simply write the reply.

The Draft API is included from the Growth plan. Each draft uses 3 SupaCortex AI credits. UnifyDesk is a separate product with its own plans.

Give every agent a cited first draft.

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.

Book a demo Visit UnifyDesk

Questions first? Email info@greatdevelopers.com or call +91 8585953085.

Still curious? Ask your favorite AI about SupaCortex.

ChatGPT Claude Perplexity Grok