AI Teammate Dotty is currently available in Early Access to selected Teamwork Desk accounts.
What
Use Dotty to generate contextual draft replies on demand or automatically recommend knowledge-based replies while agents work on tickets.
Why
  • Spend less time drafting repetitive customer responses.
  • Use available ticket and knowledge context to prepare relevant replies.
  • Let agents review and edit every suggestion before sending.
Who
Agents can use Dotty's suggested reply jobs for tickets and inboxes they can access. Users with permission to manage AI Teammates can configure these jobs for each inbox.
When
Use suggested replies when you want help drafting a response, answering a recurring question, or applying information from your support documentation and previous resolutions.

Generate suggested replies with Dotty

Suggested replies are jobs performed by Dotty, the AI teammate in Teamwork Desk. Dotty can create a contextual reply when an agent requests one or automatically recommend a knowledge-based reply while an agent works on a ticket.

Suggestions are added to the ticket reply workflow for an agent to review and edit. Dotty does not send replies automatically or make customer-facing decisions for your team.

On this page

How Dotty's suggested replies work

Dotty offers two jobs for suggested replies:
  • Suggest replies: Ask Dotty to generate a contextual reply on demand.
  • Auto-suggest replies: Let Dotty automatically recommend knowledge-based replies while agents work on tickets.

Both jobs support agents without replacing human review. Agents remain responsible for checking, editing, and sending the final response.

Generate a suggested reply on demand

When the Suggest replies job is enabled for an inbox, agents can ask Dotty to prepare a response from the ticket reply area.

  1. Open a ticket in an inbox where Suggest replies is enabled.
  2. In the reply area, click Draft with Dotty.
  3. Wait while Dotty generates a suggested response.
  4. Review and edit the suggestion in the ticket editor.
  5. Send the reply when it is ready.

The generated content remains editable in the reply area before it is sent to the customer.

Use automatic reply suggestions

When Auto-suggest replies is enabled, Dotty can automatically recommend knowledge-based replies while agents work on tickets. Agents can review a recommendation and decide whether to use or edit it.

Auto-suggest replies require Identify trends to be enabled for the same inbox. If you enable Auto-suggest replies, Desk prompts you to enable Identify trends. Turning off Identify trends also disables Auto-suggest replies for that inbox.

Automatic suggestions are not automatically sent. An agent must review and send the final reply.

Sources and context

Depending on the job and the information available, Dotty can use:
  • The current ticket conversation and thread history.
  • Help Docs sites connected through Dotty's Knowledge base.
  • Similar resolved tickets and previous support responses.
  • Available AI context settings.

When sources are shown with a suggestion, review them before sending the response, especially when the reply includes troubleshooting steps, policy information, or account-specific guidance.

Connected knowledge and AI context settings can help Dotty align suggested replies with your support documentation, business context, and communication style.

Set up Dotty's suggested reply jobs

Users with permission to manage AI Teammates can configure Dotty's reply jobs separately for each inbox.

  1. Select AI Teammates in Teamwork Desk's main navigation.
  2. Open Dotty and select the Jobs tab.
  3. Click the Select inbox field and choose an inbox.
  4. Turn on Suggest replies, Auto-suggest replies, or both.
  5. If you enable Auto-suggest replies, confirm that Identify trends can also be enabled.
  6. Click Save.

Repeat these steps for each inbox where you want agents to use suggested replies.

Add knowledge sources for replies

Connect Help Docs sites through Dotty's Knowledge base so she can prioritize your support documentation when composing replies.

  1. Select AI Teammates in Teamwork Desk's main navigation.
  2. Open Dotty and select Knowledge base.
  3. Click Add source and select Add help doc site.
  4. Choose a site from the Select help doc site dropdown.
  5. Add any additional Help Docs sites you want Dotty to use.
  6. Click Add help doc site(s) to confirm.

Teamwork Desk syncs all pages on each connected site for Dotty to use. Review the source status and last synced date from the Knowledge base list.

Review suggested reply activity

Dotty's Activity tab shows suggested reply usage and when the allowance resets. It also provides a record of replies generated by Dotty, including the related ticket, reply status, and creation date.

  1. Select AI Teammates in Teamwork Desk's main navigation.
  2. Open Dotty and select the Activity tab.
  3. Choose a date range and move between periods as needed.
  4. Filter the activity shown.

Example support workflows

Dotty's suggested replies can help agents prepare responses across common support situations, including:
  • Drafting replies for password reset or login support requests.
  • Preparing troubleshooting steps using Help Docs and previous ticket resolutions.
  • Answering recurring customer questions.
  • Using information from similar resolved tickets to prepare a response.
  • Helping agents respond more consistently across a customer support team.

A typical workflow is to review the ticket, ask Dotty to generate a suggestion, verify the available sources and details, edit the response, and send it to the customer.

Review replies before sending

Dotty is designed to assist agents, with people retaining control of the final response. Suggested replies use the Teamwork Desk permissions available to the signed-in agent generating or reviewing the reply.

Before sending a suggested reply:
  • Check that the response reflects the latest ticket information.
  • Review linked sources where they are available.
  • Confirm troubleshooting steps, policies, and account-specific details.
  • Adjust the tone and level of detail for the customer and situation.
  • Remove confidential credentials or sensitive information that is not needed in the response.

Suggested replies may not always reflect the latest policy, account details, or customer-specific context. Review and edit every response before sending.

Frequently asked questions

What are Dotty's suggested replies?

Dotty's suggested replies are draft customer responses created inside Teamwork Desk using available ticket and knowledge context. Agents can review and edit them before sending.

What is the difference between Suggest replies and Auto-suggest replies?

Suggest replies lets an agent ask Dotty to generate a reply on demand. Auto-suggest replies lets Dotty automatically recommend knowledge-based replies while agents work on tickets.

Does Dotty send suggested replies automatically?

No. Even when Auto-suggest replies is enabled, an agent must review and send the final response.
Yes. Identify trends must be enabled for the same inbox. Turning off Identify trends also disables Auto-suggest replies for that inbox.

What information can Dotty use to generate a reply?

Depending on the job and available context, Dotty can use the ticket conversation, connected Help Docs sites, similar resolved tickets, previous support responses, and available AI context settings. When sources are displayed, agents can review them before sending the response.

Where are suggested replies enabled?

Users with permission to manage AI Teammates can enable Suggest replies and Auto-suggest replies for each inbox from Dotty's Jobs tab.

Can Help Docs sites be connected to Dotty's suggested replies?

Yes. Users with permission to manage AI Teammates can connect supported Help Docs sites through Dotty's Knowledge base. Dotty can prioritize this content when composing replies.