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Getting StartedHome → Users Manual → HelpSpot AI → AI Composer Overview
9.1. AI Composer Overview
The HelpSpot AI Composer helps your team draft accurate, consistent customer replies using ticket context and your knowledge base content. It is designed to speed up response times while keeping agents in control of every message.
How It Works
When you use the AI Composer, it:
- Reviews the current ticket conversation
- Pulls in relevant customer information
- References any linked knowledge base articles
- Follows your organization’s communication standards
- Applies the selected tone option (if chosen)
It then generates a complete draft reply for the agent to review. Nothing is ever sent automatically — all responses are saved as drafts until approved by your team.
Using the AI Composer
- Open a ticket.
- Enter a short instruction or prompt in the AI composer box (for example: “Tell the customer how to return the item.”)
- Optionally link one or more knowledge base articles.
- Generate the draft.
- Review, edit if needed, and send.
The AI Composer uses the linked knowledge base content to ensure replies are grounded in your official documentation.
Linking to KB Articles
Linking to KB articles provides the composer with additional context with which to draft its response. If you have a KB article available, it's always best to include it in the context.
Prebuilt Prompts
The AI Composer includes pre-built prompts allow agents to perform common tasks with one click. These are found in the prompts menu. Prebuilt prompts are managed centrally so your entire team works consistently. Read more about creating prompts here.
Composer Settings
The composer settings can be accessed via the gear icon in the composer:
Each agent can include custom instructions that the composer will follow:
- Always thank customers for contacting us on initial messages
- Include order numbers in replies when available
- Keep responses concise and solution-focused
Agents can also select preset tone options when generating a reply, such as:
- Efficient - Concise and plain
- Formal - Balanced and professional
- Friendly - Warm and helpful
These tone settings adjust how the draft is written while still following your organization’s standards.
Agent Review & Control
All AI-generated responses are saved as drafts.
Agents remain responsible for:
- Reviewing content
- Making edits
- Approving and sending messages
Best Practices
- Use clear, simple prompts.
- Link relevant knowledge base articles whenever possible.
- Review drafts before sending.
- Establish organization-wide communication guidelines for consistency.