Replying to Tickets

Keva provides multiple ways to respond to customers, from fully manual to AI-assisted replies.

Reply Modes

How you reply depends on your autonomy level:

Manual Reply

Write and send responses yourself:

Open a ticket
Click Reply or press r
Write your message
Click Send

AI-Assisted Reply

Use AI to help draft responses:

Open a ticket
Click Generate Draft or AI will auto-generate
Review the draft
Edit if needed
Click Send

Autonomous Reply (Levels 4-5)

AI sends responses automatically:

Ticket arrives
AI generates and sends response
You see the sent message in the timeline
Review in Activity Timeline

Composing Replies

The Reply Editor

The reply editor provides:

Rich text formatting - Bold, italic, links, lists
File attachments - Drag or click to attach
Canned responses - Insert saved replies
Variables - Dynamic content insertion
Preview - See how the message will look

Formatting Options

Format	Shortcut	Result
Bold	`Cmd+B`	bold
Italic	`Cmd+I`	italic
Link	`Cmd+K`	link
Bullet List	`Cmd+Shift+8`	• item
Numbered List	`Cmd+Shift+7`	1. item
Code	`code`	`code`

Attachments

Attach files by:

Dragging files into the editor
Clicking the attachment icon
Pasting images from clipboard

Supported formats: Images, PDFs, documents, spreadsheets

Size limit: 25MB per attachment

Using AI Assistance

Generate Draft

Click Generate Draft to have AI create a response:

AI analyzes the conversation
Checks knowledge base
Considers customer history
Generates appropriate response

Regenerate

If the draft isn't right:

Click Regenerate
Optionally add guidance (e.g., "be more concise")
AI creates a new draft

Improve Existing

Select text and use AI to:

Make it more professional
Make it friendlier
Shorten it
Expand it
Fix grammar

Canned Responses

Insert saved replies:

Click the template icon or type /
Search for a canned response
Click to insert
Variables are automatically replaced

Learn about Canned Responses →

Variables

Use variables for dynamic content:

Variable	Replaced With
`{{customer.name}}`	Customer's name
`{{customer.email}}`	Customer's email
`{{ticket.id}}`	Ticket ID
`{{agent.name}}`	Your name
`{{company.name}}`	Your company name

Sending Options

Send Immediately

Click Send to deliver right away.

Schedule Send

Click the dropdown arrow on Send
Select Schedule
Pick date and time
Confirm

Send & Close

Send the reply and close the ticket:

Click dropdown on Send
Select Send & Close

Send & Solve

Send the reply and mark as solved:

Click dropdown on Send
Select Send & Solve

Reply Best Practices

Tips for effective replies:

Address the customer by name
Acknowledge their issue
Provide clear next steps
End with an offer to help further

Good Reply Structure

Hi {{customer.name}},
 
[Acknowledge the issue]
 
[Provide the solution/answer]
 
[Next steps, if any]
 
[Closing - offer to help further]
 
Best,
{{agent.name}}