This guide will walk you through how the suggested reply feature works in Deskhero.
In this example, the ticket is from a customer asking if they can pick up their order at the customers warehouse.
![](https://www.deskhero.com/wp-content/uploads/2024/02/how_does_ai_suggested_replies_work_this_guide_will_walk_you_through_how_the_suggested_reply_feature.webp)
Observe the suggested reply. In this case, the reply confirms that the customer can pick up their order and provides the warehouse’s opening hours and address.
![](https://www.deskhero.com/wp-content/uploads/2024/02/how_does_ai_suggested_replies_work_observe_the_suggested_reply_in_this_case_the_reply_confirms.webp)
To understand the source of the suggested reply, look at the matched sources (“More like this”) on the right side.
Its a mix of past tickets, Knowledgebase articles, scraped pages etc, that matches the incoming ticket contextually.
![](https://www.deskhero.com/wp-content/uploads/2024/02/how_does_ai_suggested_replies_work_to_understand_the_source_of_the_suggested_reply_look_at_the.webp)
In this example, the source is an uploaded Word document containing information about shipping and in-store pickup.
![](https://www.deskhero.com/wp-content/uploads/2024/02/how_does_ai_suggested_replies_work_in_this_example_the_source_is_an_uploaded_word_document_containing.webp)
Another matched example document is a scraped page from the customers website.
![](https://www.deskhero.com/wp-content/uploads/2024/02/how_does_ai_suggested_replies_work_another_matched_example_document_is_a_scraped_page_from_the_customers.webp)
You can also ask your data manually by using the search bar in the top.
Simply enter a search question (and end it with a “?”).
![](https://www.deskhero.com/wp-content/uploads/2024/02/how_does_ai_suggested_replies_work_you_can_also_ask_your_data_manually_by_using_the_search_bar_in.webp)
That’s how the AI composed suggested reply feature works in Deskhero.
If you need more information, feel free to send us a message.
We are always ready to answer support tickets promptly.