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Docs/Features/Reply Drafter

Reply Drafter

Auto-drafts a reply to every inbound message in the customer's language using the contact's history, your knowledge base, and the order context. The draft sits in your inbox; you press Send (or Edit-then-Send).

![Reply Drafter](/docs-img/reply-drafter.png)

What It Does

  • Generates a reply within 2 seconds of an inbound message.
  • Pulls only verifiable facts (order data, KB articles, the message itself) — never hallucinates a price.
  • Mirrors the sender's tone and formality.
  • Returns multiple variants when uncertainty is high so you pick the best one.

    • When to Use

    Use the drafter for any "non-trivial but mechanical" reply — order status, basic technical questions, polite acknowledgements. Drafts for complaints or anything outside your KB are flagged for human review.

    How Drafting Works

  • The Inquiry Classifier runs first.
  • The drafter pulls relevant context: the contact's last 90 days of activity, related orders, top-3 KB articles.
  • DeepSeek-flash drafts the reply using Tom's persona (or your override).
  • The draft lands in **Inbox > Drafts** with a confidence badge.

    • Editing & Sending

  • Click **Send** to ship as-is.
  • Click **Edit** to tweak. Anvil learns from your edits — repeated patterns become tenant-specific style.
  • Click **Discard + write your own** if the draft is wrong; Anvil logs the discard reason for tuning.

    • API Endpoints

  • `POST /api/v1/ai/draft-reply` — synchronous drafting given a message + context.
  • Drafts auto-attach to inbound messages on email, WhatsApp, Telegram, social DMs.

    • Pricing & Limits

    PlanAuto-drafts / month
    Starter500
    Pro25,000
    Enterpriseunlimited

    Gotchas

  • Drafts time out after 7 days if not sent — the context goes stale.
  • Multilingual replies need the matching locale's persona prompt to be present (default: English). Add localized prompts at **Settings > AI Employees > Tom > Localization**.
  • Cold contacts get a generic draft; the more activity history a contact has, the more personal the draft becomes.
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