Skip to main content

Preview a reply draft

Before you let the AI answer real subscribers, you can test it. The Draft a reply panel at the bottom of the Brand Brain page (/brain) is a sandbox: paste any customer message and see exactly the reply the AI would draft from this brand's knowledge.

It's marked as a testing tool for a reason. Nothing you do here is sent to a customer, and nothing is saved to your inbox unless you choose Save to inbox.

Run a test​

  1. Open Brand Brain (/brain) and pick your brand.
  2. Scroll to the Draft a reply panel.
  3. Paste a message a customer might send, for example: "Hey, I ordered a dress last week but it's too small, can I send it back?"
  4. Click Draft reply.

Read the result​

If the Brain found a confident answer, you'll see the plain-text reply it drafted, written the way a person answers email: short, warm, and grounded only in your brand's facts. Below the draft:

  • Grounded on N passages, top match: how many knowledge passages the answer is based on, and how strong the best match was.
  • Sources used: expand this to see the exact passages the draft drew from, each with its document type and match score. This is how you audit an answer back to its source.
  • Searched the brain for: when the customer's message contains greetings or small talk, the AI first distills it down to the actual question and searches with that. This line shows you the distilled query it used.

If the Brain did not find enough to answer confidently, you'll see an escalation notice instead: there isn't enough in the knowledge base to answer this, so it would be escalated to you to handle personally. No guessed reply is ever produced.

Fix a weak answer​

The preview is your feedback loop:

  • Escalated, but you have the answer in your head? Add it as knowledge, then run the same test again. See Add knowledge to the Brain.
  • Answer is wrong or outdated? Open Sources used to find the passage it came from, delete that document, and add the corrected version.
  • Answer is right but incomplete? Add the missing detail as its own document, ideally as an FAQ entry phrased the way customers ask.

Save to inbox​

Click Save to inbox under a draft to push the test into your Pending replies inbox. It arrives there exactly like a real reply would, with the draft, its grounding, or its escalation status, so you can practice the review and approval flow end to end before going live.

A saved preview is safe to approve: only replies that arrived from a real subscriber are actually sent on approval, so practicing on saved previews never emails anyone. See Review and approve replies for how the inbox works.