FreeScout AI assistant: what it does and how to use it

A FreeScout AI assistant is the help you get inside the help desk you already use: a draft reply waiting in the conversation, a checklist of what to do next, and a nudge on which tickets need attention first. That's what ReplyRabbit adds to FreeScout. This page is for the agent using it day to day: what appears where, what you're expected to do with it, and what it will never do on its own (send a reply).

What you see in a conversation

A draft in the reply box. If your admin turned on Auto Draft, it's there when you open the ticket. Otherwise generate it from the ReplyRabbit panel. It greets the customer by first name, quotes their question on its own line, answers in plain words, and is addressed to whoever wrote last.

Rewrite options. If the draft is right but reads wrong, one click makes it nicer, shorter or more direct. Then edit and send.

Next Actions (Pro). A checklist of follow-ups for this conversation, ticked off in place. "Chase carrier Thursday" lives here instead of in your head.

A tracker panel (Pro). If the mailbox is connected to Linear, GitHub or Jira, the panel creates a developer-ready issue from the thread and shows its status once it exists.

A confidence score (Team). How sure the AI was about the draft, so you know where to look hardest.

What you see in the mailbox list

With AI Signals on (Pro and Team), chips such as Critical, High Priority, Upset, Human Review or Sales Lead appear next to conversations, so you can pick the right ticket first. On Team, mailbox previews summarise each conversation in the list.

How to work a ticket with it

• Read the customer's message first, then the draft. Check the draft answers the question that was quoted.
• Check anything specific: dates, amounts, product names, promises. The draft knows your policies and today's date; it doesn't know this order unless a store connector is feeding it.
• Fix rather than rewrite. On Pro the assistant learns from your edits, and small corrections teach it more than a fresh draft does.
• Use the rewrite options for tone, then send.
• If it's a bug, create the issue from the panel and tell the customer what happens next.

What it won't do

• Send. Every reply is a FreeScout draft until you press send.
• Draft for noise. Spam, newsletters, receipts and no-reply mail are skipped.
• Pitch upset customers. Opportunity Suggestions on Pro never add an offer to a conversation from a frustrated customer.
• Invent your policy. It works from the company context your admin wrote; if that's incomplete, tell them what's missing.

When a draft is missing or off

No draft usually means the mailbox has hit the free plan's 10-draft limit, the provider key has lapsed, or the conversation was filtered as noise. A draft that keeps getting the same thing wrong means the admin's company context needs a line added. Troubleshooting ReplyRabbit lists the causes, and the FAQ answers the "where does my data go" question.

Admins set all of this up in How to set up ReplyRabbit; the overview is Getting started with ReplyRabbit.