Support reply quality checklist for AI-generated drafts

Every AI-generated support draft should pass checks for facts, tone, policy, privacy, and a clear next step before it is sent.

For the core ReplyRabbit path, use How to set up ReplyRabbit. For general questions, keep ReplyRabbit FAQ nearby.

When to use this workflow

Use this as a quick review aid for ReplyRabbit drafts. It works best after How to set up ReplyRabbit includes clear company context and examples.

Review checklist

1. Check answer

   Does the draft answer the exact customer question.

2. Verify facts

   Are names, dates, amounts, links, and product facts verified.

3. Match tone

   Does the tone fit the customer emotion and the support policy.

4. Protect privacy

   Does the reply avoid private internal notes and unsupported promises.

5. Confirm next step

   Does it end with a clear next step or ownership.

Quality and privacy checks

• Do not skip review because the draft sounds confident.
• Shorten replies that explain internal process more than customer action.
• Update mailbox context when agents repeatedly make the same correction.

What to avoid

• Do not treat AI output as a final customer reply.
• Do not invent product behavior, account facts, refunds, timelines, or integration details.
• Do not move support data into tools your team has not approved for that customer context.

Try ReplyRabbit

Want AI drafts inside FreeScout without moving help desks? Try ReplyRabbit free, then follow Getting started with ReplyRabbit to create your first reviewed draft.