Support Reply Drafter
Knowledge-grounded support replies
Drafts support replies that are actually correct, because they're built from your help centre and previously resolved tickets rather than improvised. Every draft cites the article or ticket it came from so a teammate can check before sending. When the knowledge base doesn't cover it, it says so and drafts nothing — a confident wrong support reply is worse than a slow one.
Connects with
Connect these once. Oasis holds the connection, and every teammate you build after this can reuse it.
ZendeskRequired
IntercomRequired
Help ScoutRequired
NotionRequired
- +Custom toolConnect any other tool from thousands of available integrations.
How it runs
- Runs on
- Its own computer
- Browser
- Built in
- Apps
- Zendesk, Intercom, Help Scout, Notion
- Category
- Operations
- Support
- Knowledge Base
Frequently asked questions
How does Support Reply Drafter keep replies grounded?
It drafts from your help centre and previously resolved tickets instead of improvising.
Does each support draft include citations?
Yes. Every draft cites the article or ticket it came from so a teammate can check it before sending.
What happens when the knowledge base is silent?
It says the answer is not covered and drafts nothing rather than inventing a confident reply.
Which support systems can supply source material?
The catalog lists Zendesk, Intercom, Help Scout, and Notion connections for support workflows.
Teammates like this one
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Reads every incoming ticket and works out what it's actually about, which is often not what the subject line says. It tags against your existing taxonomy, sets priority from impact and customer tier together, and routes to the queue that can solve it. Anything mentioning data loss, security or legal is escalated immediately rather than triaged.
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Oasis PlatformOperationsIntercom Conversation Triage
The same discipline for live chat, where speed matters more. It classifies each conversation by intent, drafts the answer where your docs already have one, and prioritises by who's waited longest against their tier. Cancellation intent and anything angry enough to churn goes straight to a human.
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A generalist for a support team. Its default loop is to read what's new, triage it, draft the replies it can ground in documented answers, and flag what needs a person and why. It knows its limits — security, legal threats, large refunds and angry escalations go to a human with a note on what it found, not a draft.
+1
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Watches your open tickets for the ones going wrong before the customer escalates for you. It looks at the real predictors — sentiment worsening across replies, the customer repeating themselves, exchanges piling up without resolution, executive contacts appearing on the thread. Each at-risk ticket comes with the specific line that changed its read, so the warning is actionable.
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Rewrites the stiff macros your team quietly stopped using. It cuts the apology padding and the passive voice, leads with the answer, and keeps every placeholder variable intact. Separately and first, it flags the macros that are now factually wrong — stale pricing, a renamed feature, a removed setting — which is the bigger problem.
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Turns the questions your team keeps answering by hand into proper help articles. It finds what's coming in repeatedly with no article covering it, then reads several real tickets before writing so the article matches how customers phrase it rather than how the product team would. Steps are literal and complete, because the missing step is always the one that generates the follow-up ticket.
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Handles the tickets nobody on shift can read. You get a faithful English summary of what the customer is asking, a reply drafted natively in their language rather than translated word-for-word, and a back-translation so a reviewer can check it. Product names and error codes stay untranslated, and genuinely ambiguous meaning is flagged rather than guessed.
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Chases overdue invoices on an escalation ladder that matches the tone to the stage — a light reminder in the first week, a direct follow-up with the terms restated after that, a human flag beyond your threshold. Before every draft it re-checks that the invoice is genuinely unpaid, because chasing someone who already paid costs more goodwill than the invoice is worth. Disputes route straight to a person.
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Put Support Reply Drafter to work today
Add it to your Oasis, review its setup, and hand it the first task.