Support reply quality checklist for AI-generated drafts

This is the checklist to run on an AI draft before it goes out. It's designed to take under a minute on a routine ticket and to catch the four things drafts get wrong most: invented specifics, unapproved commitments, tone that doesn't fit the moment, and the wrong people on the reply. Use it as written for a week, then trim it to the items your team actually trips on. It applies to any ReplyRabbit draft, on any plan.

Accuracy

• Does it answer the question that was asked? Drafts quote the customer's question on its own line. Check the answer matches it.
• Is every date right? Drafts know today's date, but order and delivery dates come from your records.
• Is every amount right? Refunds, prices and fees come from the order system, not the draft.
• Does every product or feature named actually exist as described? If you're not sure, check the product page.
• Does it contradict an earlier reply in the thread? ReplyRabbit reads the whole conversation, but a colleague may have made a verbal promise that isn't in it.

Commitments

• Is every promise one you'll keep? "Ships today", "full refund", "I'll call you". If it's in the draft, it's a commitment.
• Is any exception approved? If the draft bent a policy, the agent decides whether that's allowed, not the model.
• Is there one clear next step, and is it clear who does it?

Tone

• Would you say it to their face? If not, fix it. The rewrite options (nicer, shorter, more direct) are one click.
• Does the tone fit the customer's mood? Angry customers need acknowledgement first; brisk enterprise contacts need brevity.
• Is the apology proportionate? One sincere line when something went wrong. None when nothing did.

Structure and recipients

• Is it as short as it can be? Cut the opener if it delays the answer.
• Are the right people on it? Smart reply routing addresses whoever wrote last and copies only the people they kept on the thread. Glance at it anyway when a thread has several parties.
• Is there anything internal in it? Notes meant for a colleague, or a knowledge source that shouldn't be quoted. Outline pages on the Team plan stay internal by design; FreeScout Knowledge Base articles are public and can be linked.

Escalate instead of sending when

• The customer mentions legal action, a chargeback, safety, or a data breach.
• The draft's confidence score (Team plan) is low on a ticket with money or reputation involved.
• The facts aren't in your records and the draft filled them in anyway.
• The customer has asked for a human, a manager, or a call.

Turn the checklist into habit

Add the items your team misses most as rules in Response Style, so the draft is right before review. For example: "Never promise a delivery date unless it's in the order data." On Pro and Team, the Next Actions checklist on each ticket holds the follow-ups the reply commits to, so "chase the carrier Thursday" doesn't live in an agent's head. Team analytics on the Team plan show how much agents edit, which tells you whether the settings are doing their job.

Setup for the style fields is in How to set up ReplyRabbit; first-draft basics are in Getting started with ReplyRabbit. For drafts that don't appear or behave oddly, see Troubleshooting ReplyRabbit and the FAQ.