Maximize the benefits of AI with eDesk’s efficient and intelligent response features; Agent Assist and HandsFree which will suggest the perfect, personal responses for your Agents and even take the most common customer queries off their hands completely.

Take it even a step further with AI powered summaries which are designed to help agents quickly understand what the ticket is about and the ticket history, and AI Composer, which is designed to enhance your responses and take them from good to great! 

Before you start

  • eDesk’s AI is available by default on new ticket based plans. 
  • If you’re an existing customer and you want access to eDesk’s AI, you’ll need to jump to a ticket based plan. Learn about our plans here.

01 What are eDesk’s AI Responses?

Here at eDesk, we want to help you delight your customers with fast and attentive support. That’s why we’ve launched two clever AI features that help you easily answer your customer’s most commonly asked questions with crafted responses that are super-fast, personal, and always on-brand. 

AI Agent Assist recognizes when a customer sends a commonly-asked question, and then factors in the customer’s sentiment and their order information to provide your support agents with a perfect AI powered response, which the agents can choose to use or not.

The AI powered responses are then surfaced in the Mailbox as quick replies when you click on the sparkle icon and inside the ticket.

Quick replies (sparkle icon) display a pop-up that an agent can open with one click from the ticket listing in the Mailbox. In either the pop-up or within the ticket, agents can review the AI powered response and then send it to the customer in one click, or they can tweak the AI powered response and then send it, or they can ignore the AI powered response and write their own message for the customer.

The agent remains in total control of the level of AI applied. 

AI HandsFree recognizes when a customer sends a commonly-asked question, and factors in the customer’s sentiment and their order information to match the perfect AI template to it, which is then sent to the customer automatically and immediately. Your support agents don’t have to do a thing!

For both HandsFree and the Agent Assist quick replies, a primary template must be set for each classification. This is the template that will be suggested as the quick reply or sent automatically when HandsFree is enabled.

02 Handy AI summaries

eDesk’s AI also provides two useful AI summaries in each ticket for commonly-asked queries. These are designed to help agents quickly understand what the ticket is about and the ticket history. These two types of summaries are called AI powered message summary and AI powered ticket summary. 

AI powered message summary 

AI powered ticket summary 
To find out more about those summaries, click here.

03 How does eDesk AI help you respond to your customers?


When a new ticket arrives in your Mailbox, eDesk’s AI will read the customer message in the ticket and if an AI Classification exists that matches its content, customer sentiment, and order information, eDesk will classify the message. 

eDesk has a set of pre-defined AI classifications for each of the most common e-commerce queries, such as Where’s my order, Returns, Faulty Item, Invoice request etc. Each classification has a template assigned to it in Settings. Learn all about AI Settings here including how to create your own AI templates and choose whether to use Agent Assist, Handsfree, or no AI for each category.


A customer sends a message that reads “I ordered an electric drill on 30th March but it hasn’t arrived yet. When will it arrive?”. 

As soon as it arrives in the Mailbox, eDesk’s AI recognises this message as a commonly-asked query and groups the message under the AI Classification Where’s my order?

eDesk’s AI assesses the customer’s sentiment, retrieves the order information, and then selects the template associated with this Classification.

This template reads:

Order: #order_number#    Placed on #ordered_date#


Hello #consumer_firstname#,

Thank you for contacting us.

Your order was dispatched on #dispatched_on#. 

Your expected delivery date by #expected_delivery_date_to#.

Unfortunately, there is no tracking available for this package right now, but anticipate that it will arrive on time. If this isn’t the case, please get in touch with us, so we can investigate.

Kind regards,

(where #customername# and #ordernumber# are snippets that are automatically replaced by the real name and order number for that customer. Read more about snippets here.)

What happens next depends on the AI feature you’re using for that Classification, which can be either AI Handsfree or AI Agent Assist. 

  • If you’re using AI Agent Assist for this Classification, then eDesk will suggest the perfect template, which your Agent can view, edit, send, or, if they prefer to write their own reply, ignore.
  • If you’re using AI Handsfree, then eDesk will simply select the primary template for that classification and send it back to the customer immediately. Job done!

AI Classification will classify, categorize and summarize the conversation thread based on the first incoming message in the ticket.

04 AI Composer 

We're building more and more intelligent features into eDesk to reduce your workload and help you provide 5 star support to your customers. AI Composer is an AI tool in the Reply Box that allows you to highlight your text and select a button to instantly change the tone, rephrase the message, or expand the text.

AI Composer helps you improve your message clarity, provide more detailed and comprehensive responses to customers, and makes it oh so easy to produce fast, high-quality replies with just a couple of clicks. 

It works for any text in the Reply Box including AI powered responses, and is available on any channel. To find out more about how it works, please read our guide here.

05 AI support for up to 98 languages!

eDesk AI can detect, translate and summarize the first incoming customer message from up to 98 languages with incredible accuracy so you can handle queries from different regions. 

06 How will eDesk AI make your support faster, better, and easier?

  • Superfast Agent responses with Agent Assist and zero effort responses with Handsfree
    Radically improve handling and response times with personalizable AI-driven responses through ‘Agent Assist’ or go full ‘HandsFree’ to provide customers with instant resolution.
  • Stay on-brand
    Create your AI templates in your brand tone of voice, and your AI powered responses will always be on-brand.
  • Handle queries in 98 languages
    Detects, translates and summarizes the first incoming customer message that's written in up to 98 languages so you can support many regions and markets - increasing sales opportunities.
  • Increased speed and efficiency
    Allowing you to handle a large volume of customer inquiries at once, reducing backlog and improving SLAs. 
    • AI-Powered Summaries - Find out about how AI-powered summaries of individual messages and longer conversations can significantly cut down handling time.
    • AI Classifications - Find out how these powerful built-in classifications reduce the time spent scanning and trying to understand and filter incoming messages.
  • Understand ticket threads at-a-glance
    No need to read through the whole ticket thread. You can understand ticket threads, even long ones, at-a-glance by creating a summary that describes the thread in neat, concise bullets. 
  • Enhance your message composition to suit the conversation and save time crafting responses
    There are many other ways where AI can assist you with crafting a perfect response, like AI Composer, which can instantly change the tone, rephrase, and expand your messages to customers in the Reply Box with just a couple of clicks.

Ready to get started? Learn how to enable and set up templates for Agent Assist and HandsFree by reading this guide, or follow along with our step-by-step video.

Further readings: 

For further information on eDesk AI Powered summaries, click here.

To find out how to set up templates for eDesk’s AI Agent Assist and Handsfree, click here.