> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackshift.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Use AI to help your support team

> Draft replies, summarize conversations and research an answer before a person sends it.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## What you can do

Draft replies, summarize conversations and research an answer before a person sends it. Where to find it: AI → Copilot; conversation AI tools

## Before you start

* Staff copilot enabled for the workspace.
* Access to the conversation and sufficient AI allowance.

## Steps

<Steps>
  <Step>
    Open the conversation and read the customer’s question.
  </Step>

  <Step>
    Choose the relevant AI assistance, such as drafting a reply or summarizing the history.
  </Step>

  <Step>
    Inspect the suggested text and any sources. Correct names, dates and claims against the conversation or your knowledge articles.
  </Step>

  <Step>
    Place the reviewed text in the reply composer and send it through the normal reply action.
  </Step>

  <Step>
    For a wider internal question, open the research assistant, ask a specific question and inspect the accessible evidence returned with the answer.
  </Step>
</Steps>

## Example

Ask for a concise summary of a long conversation before handing it to a colleague; check that the requested next step is included.

## Things to know

* An AI draft is not a sent message.
* Private research only uses evidence you are allowed to access. It does not grant access to another inbox.
* Do not use an unsupported answer as proof that a refund or other action happened.

## What happens next

<Check>
  Staff save writing and research time while retaining control of the message sent to the customer.
</Check>

## If something goes wrong

<Warning>
  * No useful answer: add accurate knowledge content or ask a narrower question.
  * Access or budget error: check the inbox grant and AI settings rather than repeatedly submitting.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Reply, add private notes and work together" href="/stackshift-support/reply-and-collaborate">
    Keep customer replies separate from internal discussion.
  </Card>

  <Card title="Write, review and publish help articles" href="/stackshift-support/knowledge-articles">
    Turn a frequent question into a clear answer customers can use.
  </Card>

  <Card title="Review AI actions safely" href="/stackshift-support/ai-actions-and-approvals">
    Let AI request allowed business actions and have the right person approve sensitive work.
  </Card>
</CardGroup>


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