DevRev AI Agent automatically generates AI-powered draft responses for customer queries on tickets and conversations using DevRev AI Agents. When a new ticket is created, a ticket subtype changes, a tag is added (when tag-based filtering is enabled), or a customer adds a comment on a ticket or conversation, the snap-in automatically triggers the configured AI Agent to generate a contextual draft response. The AI-generated draft appears as a SnapKit card on the timeline with action buttons:
Use (copies the response to the composer for sending), Copy (copies to the clipboard for certain source channels such as email—configurable), and Cancel (dismisses the suggestion). Optionally, the first AI response per ticket or conversation can be set to auto-send to the customer; subsequent responses appear as drafts. The snap-in offers several configuration options to customize its behavior. Administrators can select which AI Agent to use by specifying the agent number; set a maximum number of AI responses per ticket or conversation (1–5 or unlimited); independently enable or disable AI draft generation for tickets and conversations; and optionally filter by specific ticket subtypes to target only certain types of support requests. Additional options include running only when a ticket or conversation has one of the selected tags, restricting by source channel (e.g. email, chat) for tickets and conversations separately, choosing which source channels show the Copy button versus the Use button, and enabling auto-send of the first response. This automation helps support agents respond faster to customer inquiries by providing AI-suggested replies that can be reviewed, edited if needed, and sent with minimal effort.