Reply with Una

Una now writes her first reply straight into your reply box, and the ticket shows where that draft stands while she works.

• Steer it in plain words. Ask Una to make it shorter, warmer, or lead with the workaround, then send it as your own.
• Flagged for a human. When a ticket needs a person rather than a reply, Una says so. Click the label to see why.
• Automatic replies, explained. When a prompt "we've got your message" goes out instead of Una's reply, it's labelled, with the reason.
• Triage running slow? Re-run it in one click.