What is ReplyRabbit?
ReplyRabbit is an AI module for FreeScout, the self-hosted help desk. It reads each customer conversation and writes a draft reply into it for an agent to review, edit and send. Around that core it adds a Next Actions checklist per ticket, one-click (or automatic) issue creation in Linear, GitHub or Jira, Slack notifications, and FreeScout tags that your workflows can react to. It runs on your own server with an AI provider key you own, and it never sends a reply by itself.
What it does on a typical ticket
- A customer email arrives. ReplyRabbit checks it isn't spam, a newsletter, a receipt or no-reply mail.
- It reads the whole thread, your company context and response style, and on Pro your help articles, docs, products and the customer's orders.
- It writes a draft into the conversation: greeting by first name, the customer's question quoted on its own line, a plain-language answer, addressed to whoever wrote last.
- The agent reads it, fixes anything specific, optionally rewrites it to be nicer, shorter or more direct, and sends.
- On Pro, a Next Actions checklist lists the follow-ups. If it's a bug, one click makes a developer-ready issue.
What's in each plan
| Free | Pro | Team | |
|---|---|---|---|
| Mailboxes | 1 | 1 | Unlimited |
| AI drafts | 10 a month | Unlimited | Unlimited |
| AI providers | OpenAI | OpenAI, Anthropic, Google, OpenRouter, Z.AI, plus local Ollama and LM Studio | Same as Pro |
| Rewrite, smart routing, noise filtering, 17 languages | Yes | Yes | Yes |
| Knowledge base, docs and product grounding | Yes | Yes | |
| Learns your voice from edits, Next Actions, Opportunity Suggestions | Yes | Yes | |
| Linear, GitHub, Jira issues; Slack notifications | Manual | Manual and automatic | |
| Reads image and PDF attachments, Outline wiki source | Yes | ||
| Customer segment rules, confidence scoring, audit log, team analytics | Yes |
AI usage is billed by your provider, not by ReplyRabbit. Local models have no per-token cost.
What it isn't
It isn't a chatbot: customers never talk to it. It isn't a hosted service: there's no ReplyRabbit cloud holding your conversations. It isn't tied to one AI vendor: the provider is a mailbox setting. And it isn't a replacement for FreeScout's own features; it adds to the conversation view and mailbox settings you already use.
How it's installed
ReplyRabbit is a folder you unzip into FreeScout's Modules directory, activate under Manage > Modules, and configure per mailbox. The free build and the paid build are separate downloads; a Pro or Team licence key unlocks the full build from your account dashboard. Installation is covered in How to install the ReplyRabbit module and configuration in How to set up ReplyRabbit.
Who it's for
Teams that run FreeScout and want AI help without moving help desks or sending customer email to a tool they don't control. That includes small ecommerce stores (with Magento, WooCommerce and Shopify connectors for order-aware drafts), software companies handing bugs to engineering, agencies with several client mailboxes, and any team with a privacy requirement that a local model satisfies.
Common questions
Does it reply to customers automatically? No. Drafts wait for an agent on every plan. Auto Draft only decides when the draft is written.
Where does my data go? To the AI provider you choose for that mailbox, and only for the features you enable. With a local model, nowhere.
Do I need to write prompts? No. Company context, response style and examples are set once per mailbox.
The walkthrough is Getting started with ReplyRabbit, and the FAQ has more short answers.