HandsFree is part of eDesk's AI Automation suite. It allows you to automatically resolve the first incoming message in a ticket by using templates, without any human interaction.

This guide will walk you through how to set up HandsFree in your account. 

Before you start

  • To use HandsFree, you will need to subscribe to AI Automation as an add-on. See our pricing here. 

01 How HandsFree works

  • eDesk uses 40+ AI Classifications to categorize incoming messages (e.g., Delivery issue with tracking or Delivery issue without tracking).
  • eDesk includes system templates and has pre-assigned them to some of the AI classifications. If you don't want these system templates in your account, please email support@edesk.com to have them removed. 
  • When a customer sends the first message, the AI analyses it and assigns it a classification.
  • Each classification can have one - and only one - HandsFree template assigned to it. This is done under the Templates column in the Template configuration.
  • If a template is assigned to the classification and HandsFree is enabled, the HandsFree template will automatically respond to the customer’s first query.
  • The HandsFree template will only ever be sent out once and will take priority over any auto-replies that you have set up. 
Note 1: If you enable HandsFree without an active AI Automation subscription, your account Admin will receive a notification, and charges will apply. For more on AI Automation, click here. 

Note 2: HandsFree is not currently available for eBay cases or Mirakl tickets, as Mirakl responses require selecting either the Customer or Operator as the recipient.

02 How to set up HandsFree

  • Access Template Configuration
    Go to: Settings > AI > Template Configuration. 

  • The HandsFree template for a classification is the one selected in the Templates column. Click on Edit template to review the text and ensure it fits your needs.

  • If a HandsFree template isn’t assigned but other templates exist for that classification, select the HandsFree template from the dropdown.
  • If no templates are assigned to the classification, click Assign this classification to a template. This will take you to the Templates page, where you can assign an existing template or create a new one.

  • Enable HandsFree

    • Tick the HandsFree box for the desired classification.
    • Click Save changes.
    • The template will now automatically respond to the first message in a ticket thread for that classification, overriding any auto-responses or Message Rules.

03 Assigning your own template as the Handsfree template

You can easily assign your own templates for HandsFree responses:

1. Create or Select a Template
  • Go to: Settings > Smart Tools > Templates.
  • Choose an existing manual template or create a new one.
Note: Only use manual templates as HandsFree templates. Do not use autoreplies, out-of-office, or rule-only templates. To learn how to create a manual template, click here. 

2. Link the Template to a Classification
  • Click the AI Settings tab in your template, and select a classification from the AI Classification dropdown.

3. Set it as the Primary Template

  • Go to: Settings > AI > Template Configuration.
  • Locate the classification, select your custom template from the dropdown under the Templates column. 
  • Tick the HandsFree box.
  • Click Save changes.


Your template will now automatically respond to the first customer message for that classification, taking priority over other auto-responses or Message Rules.

Further Reading