Hi, we just hired someone for support. How do I add them to our inbox?
AI support replies, drafted for your team to send
The reply your agent would write, drafted from your help center and in your tone. When the honest answer is no, you get a kind, truthful refusal instead of a false yes.
7-day free trial · No card required
Today
C Chloe Martin 9:03am
Ticket assigned to Sam Rivera
Neo called search_knowledge ("add teammate", "invite agent")
Running…
1 article · Add a teammate 0.6s
Neo called get_contact (chloe.martin@example.com)
Running…
Standard plan · workspace admin 0.4s
Hi Chloe, congrats on the new hire! You can add them from Settings. Open the Team page, choose Invite, enter their email and pick a role.
You’re an admin on your workspace, so you can do this yourself. If the invite doesn’t show up, ask them to check spam and reply here.
1 · Help center · Add a teammate Edit draft Send reply Waiting for Sam Rivera to reviewToday
D Dana Whitfield 10:15am
This is the THIRD time I’m asking. I sent my order back three weeks ago and nobody has answered. This is unacceptable.
Ticket assigned to Sam Rivera
Neo called get_order (dana.whitfield@example.com)
Running…
Order #4903 · return received Sep 9 · no refund issued 0.7s
Neo called search_knowledge ("refund timeline")
Running…
1 article · Refund timelines 0.5s
Hi Dana, I’m sorry you’ve had to ask three times. That shouldn’t have happened, and it’s on us.
Your return arrived on Sep 9 and the refund hasn’t gone out yet. I’m getting it processed now and will confirm here once it’s sent. Refunds usually reach your card in 5 to 10 business days.
1 · Help center · Refund timelines Edit draft Send reply Waiting for Sam Rivera to reviewToday
R Ravi Shah 11:32am
I bought this 45 days ago and it has stopped working. Can I get a refund?
Ticket assigned to Sam Rivera
Neo called get_order (ravi.shah@example.com)
Running…
Order #4760 · delivered Aug 14 · 45 days ago 0.7s
Neo called search_knowledge ("refund window")
Running…
1 article · Refund policy · 30-day window 0.5s
Hi Ravi, I’m sorry it stopped working. Our refund window is 30 days, so I can’t refund an order this old.
What I can do is have a teammate look at the other options. Reply with a photo or a short description of the problem and we’ll take it from there.
1 · Help center · Refund policy Outside the 30-day window. Edit the draft if you want to make an exception. Edit draft Send reply Waiting for Sam Rivera to reviewPowering support for growing teams
How it works
How a reply gets drafted
When a ticket needs a reply, Neo reads it and the customer’s account, writes the answer from your help center and leaves it as a draft. Your agent reviews it, edits what they like and sends it.
- 01
Starts when a ticket needs a reply
A ticket is assigned to a teammate, or a new email or chat lands in the queue. Neo reads it along with the customer’s account and past conversations, then starts a draft.
- 02
Writes only from your help center
Every step in the draft comes from your articles, so Neo doesn’t invent a setting or a policy. It picks a calmer tone for an upset customer and drafts a kind refusal when the honest answer is no.
- 03
Leaves the draft for a person
The draft waits in the conversation with the articles it used listed underneath. Your agent edits it and sends it, so nothing goes out until someone has read it.
Before and after
What changes with ThriveDesk
| When | Without ThriveDesk | With ThriveDesk |
|---|---|---|
| A ticket needs a reply | The agent starts from a blank box or a macro | A draft is waiting when they open it |
| A saved reply almost fits | It gets edited by hand, or sent as is | Neo writes for this ticket, using its details |
| The docs don’t cover it | A confident guess goes out | Neo only writes what an article backs up |
| An angry customer | A rushed reply matches their tone | Neo picks a calm tone and cites the policy |
| The answer is no | A vague reply that sounds like a maybe | A kind, direct refusal |
| Five people on shift | Five different voices | One voice on every draft |
Your rules
Your team decides how it works
Your team trains Neo on your content, writes its rules in plain words and checks its work from the AI tools they already use.
01
Train it on your content
Point Neo at your help center, website, FAQs and past conversations. Publish a new article and Neo can use it within seconds.
Website
Website
We crawl your public pages, so pricing, policy and product answers come from what you already publish.
Help Center
Help Center
Every published article becomes an answer it can give, with a link back to the doc it came from.
FAQ
FAQ
Question and answer pairs you write by hand, for the rules and exceptions that live nowhere else.
Conversations
Conversations
Past tickets teach it your voice, and the edge cases your docs never got around to covering.
02
Write the rules in plain words
Write Neo’s instructions, pick its voice and switch on guardrails like refund limits and topics that always go to a person. The same rules apply on every channel.
Voice config
Memory store
Order history Past threads Customer profile
Support agent agent
Decide
Checks policy, picks an action
Reply
Guardrails check
03
Check its work over MCP
Connect Claude, ChatGPT or Cursor to ThriveDesk MCP. Search conversations, open any thread Neo answered and look up your help center for gaps, from the assistant you already use.
- Claude
- Claude Code
- ChatGPT
- Cursor
- VS Code
- Any MCP client
ThriveDesk MCP mcp.thrivedesk.com 28 actions · runs as you
- Conversations 14
- Contacts 3
- Live chat 5
- Reports 2
- Knowledge base 1
- +4 more areas
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
What is an AI reply drafter?
It writes the reply to a ticket and leaves it for your agent to review. In ThriveDesk, Neo reads the ticket, checks your help center and the customer’s account, and drafts the answer.
Does Neo send the draft?
Not unless you set it up to. The draft waits in the conversation, and your agent edits it and sends it. Neo can also answer routine tickets on its own on the channels you turn that on for.
How does Neo avoid making things up?
It writes from your help center and the customer’s data, and each draft lists the articles it used so your agent can check them at a glance. If nothing covers the question, Neo tells the agent instead of guessing.
Can Neo write in our voice?
Yes. You set Neo’s voice and instructions in plain words, like how formal to be and what never to say, and every draft follows them. Agents can still rephrase or change the tone before they send.
What does Neo do when the answer is no?
It drafts a kind, direct refusal that cites your policy, like a refund past the return window, and offers the next step you allow. Your agent can change it if they want to make an exception.
Can I test the drafts before my agents see them?
Yes. Ask Neo real customer questions in the AI Playground, check each draft and the sources it used, then turn it on.
More use cases
See all use cases
