Overview
Helena’s Suggested Reply feature helps MSP technicians instantly create clear, empathetic, and professional responses to customer messages.
Each ticket conversation is analyzed in real time — and Helena generates two reply options: one Casual, one Formal — so you can choose a tone that fits the context.
This keeps communication consistent, personal, and fast — without needing to draft from scratch.
🪄 What Suggested Reply Does
When a technician opens a ticket and clicks the Helena icon in the right-side panel, the Suggested Reply section appears.
Helena automatically:
Reviews the entire ticket thread (latest messages + prior history)
Detects the customer’s tone and intent through sentiment analysis
Generates two contextually correct responses — one Casual and one Formal
You can review both suggestions before sending them.
💡 How to Use Suggested Reply
Step 1: Open Helena Panel
Open a ticket in DeskDay.
Click the Helena icon on the ticket’s right-hand panel.
Select the Suggested Reply card to view AI-generated responses.
Step 2: Choose Your Tone
At the bottom of the panel, you’ll see two tone options:
Casual: Friendly, conversational tone for relaxed customer interactions.
Formal: Structured and professional tone for escalations or business-critical updates.
Click between the Casual and Formal tabs to preview each version before sending.
Step 3: Review and Send
Each suggested reply includes:
The generated message body (pre-filled draft)
Sender options:
Send as Helena (AI assistant)
Send as Me (the logged-in technician)
Message mode:
Private → internal note visible only to your team
Public → message visible to the customer
Step 4: Choose Your Action
Below the draft, you’ll find the action controls for fine-tuning the message before sending:
Action | Description |
✏️ Edit | Opens the message in editable mode, allowing you to personalize before sending. |
📋 Copy | Copies the drafted message to your clipboard. |
🧠 Send as | Select whether to send as Helena or as yourself (Me). |
🌐 Send message mode | Choose Private (internal) or Public (customer-facing). |
📨 Send | Posts the message immediately according to your selected mode. |
🧭 Tips for Best Results
Switch between Casual and Formal to match your customer relationship.
Use Edit for minor tweaks — this ensures tone consistency while preserving accuracy.
For frustrated customers, choose Formal
Pair with Sentiment Insights to understand emotion before sending your reply.
⚙️ Troubleshooting
Issue | Possible Cause | Solution |
No reply suggestions appear | Helena not enabled | Enable via Control Center → Service Desk → Helena |
Only one tone (Casual or Formal) showing | Ticket lacks enough context | Add a few notes or replies before triggering Helena |
Incorrect or irrelevant draft | Sentiment or KB context mismatch | Edit manually or click Regenerate |
Message sends as wrong mode | “Private/Public” not selected correctly | Review the Send message mode toggle before sending |