Desk's AI helps you answer requests faster by reading the ticket and gathering evidence from the requester's financial data in FinanceOS, so its suggestions are well-rounded and evidence-based. It prepares a suggested reply as soon as a ticket arrives, answers questions about the ticket, and polishes the text you write.
AI in Desk works in two places on the ticket screen:
| Where | What it does |
|---|---|
| AI assistant (button at the top of the ticket) | Opens a panel on the right. It holds the draft prepared when the ticket arrived, and you can ask it to summarize the ticket, write a reply, or answer a question. |
| ✦ menu in the composer | Rewrites the text you wrote: shorter, friendlier, more professional, and more. |
Important: Everything the AI writes is a suggestion. Nothing is sent to a requester until a team member reviews it, edits it if needed, and clicks Send.
The draft prepared on arrival
When a new request arrives by email and Desk matches it to a record, your team's AI agent prepares a suggested reply in the background, before anyone opens the ticket. It gathers context and evidence from your financial data in FinanceOS, so the reply is well-rounded and based on facts. When you open the ticket, the draft is ready, so you don't wait for it.
- Where to find it: a dot on the AI assistant button means a draft is ready. Click the button. The draft is at the top of the panel, under a line such as Generated by the AR agent · 3h ago · up to date.
- While it's being written: the panel shows The AR agent is drafting….
- Shared with the team: everyone on the team who can open the ticket sees the same draft.
- Only for new tickets: the draft is prepared once, when the email creates the ticket. Replies on an existing ticket don't trigger a new draft.
- Only for matched tickets: the draft is prepared automatically only when the ticket is matched to a record. If it isn't, link the record yourself with Click to assign, then click AI assistant to get a suggested reply.
When the requester writes again
If the requester replies after the draft was made, the line above the draft says so, for example 2 requester replies since. Desk never replaces a draft on its own. Click Refresh to ask the agent for a new draft that includes the latest messages. Refresh is available until you start a chat in the panel, and you can use it once a minute.
If a draft couldn't be prepared, the panel says why and offers Try again.
How an AI answer is laid out
Every suggested reply, whether prepared on arrival or requested in the panel, has three parts, top to bottom: an explanation for you, the sources with the evidence from FinanceOS, and the ready-made reply for the composer. When relevant, it also suggests files to attach.
| Part | What it shows |
|---|---|
| Notes | The explanation for you, the Desk user: what the AI found and anything to check before you send, for example that it found no data for a question or that two sources disagree |
| Sources (N) | The evidence from FinanceOS that the answer is based on. Collapsed by default; expand it to see each fact and where it came from. When a fact comes from another ticket, click Open ticket to check it |
| Send that message: | The suggested reply itself, already phrased for the requester and ready for the composer |
| Files | When relevant, documents the AI suggests attaching, each with Attach and Download |
Using the suggested reply
- Read the notes and check the sources.
- Click Insert into composer, or Replace draft if the composer already holds text. You can also Copy it.
- Edit the reply in the composer as needed. To attach the suggested documents, click Attach, or Attach all files.
- Click Send when you're satisfied.
Important: The suggested reply is a draft. Inserting it doesn't send anything, and you're responsible for what you send. Always check figures such as amounts and dates against the sources before sending.
Working with the AI assistant
Beyond the draft prepared on arrival, you can ask the AI assistant for help at any time. Click AI assistant at the top of the ticket to open the panel.
- Summarize: a short summary of the conversation, with its key points, decisions and open action items. Useful on a long ticket or one handed over to you.
- Generate reply: a new suggested reply based on the conversation so far.
- Ask me anything…: type a question or an instruction, for example What's the open balance on this account? or Write a reply asking for the remittance advice.
- Add files: attach files from the ticket to your question so the AI takes them into account (up to 5 per message).
Summarize and Generate reply appear as suggestions in a new chat. When the panel is showing the draft prepared on arrival, type your request in Ask me anything…, or click New chat to see the suggestions.
The panel keeps the conversation, so you can follow up on an answer (make it shorter, mention the due date). Click New chat to start over, or Chat history to go back to an earlier chat. Your chats with the assistant are private to you. Only the draft prepared on arrival is shared with the team.
Answers can take a little while, because the AI reads the ticket and looks up the data it needs before it writes.
Improving your own text
When you've written a reply, the ✦ icon that appears next to your text in the composer (Edit or improve text with AI) rewrites it for you.
- Write your text in the composer. To change only part of it, select that part.
- Click ✦ and choose an action.
- The AI replaces the text in place. If you don't like the result, click Undo AI edits to restore your original.
| Action | What it does |
|---|---|
| Rewrite | Rephrase while keeping the meaning |
| Make it friendly | Warmer, more approachable tone |
| Make it professional | Formal, vendor-ready tone |
| Shorten | More concise, same meaning |
| Expand | Add detail and context |
| Simplify | Plainer, shorter sentences |
| Fix spelling and grammar | Corrections only, no rewriting |
While the AI works, the composer is locked so your text isn't changed underneath it. If something goes wrong, a message lets you Try again.
What the AI can and cannot see
The AI works inside your team's permissions, and for each ticket it focuses on what's relevant to the record the ticket is linked to.
What it uses
| Source | Details |
|---|---|
| This ticket | The whole conversation, including your team's internal notes, plus the subject and the requester |
| The linked record | The customer or vendor the ticket is linked to, and its related data such as invoices, bills, purchase orders and payments |
| Previous related tickets | Earlier tickets related to the same record, so the answer is consistent with what your team said before. When it uses one, the source links to it with Open ticket |
| Files you add | Files you attach to your question in the panel |
The limits it works within
- The team's permissions. Each team has its own AI agent. The agent is a member of the team's Editors permission group and gets that group's data permissions automatically, so it can only reach the data your team is allowed to see.
- Focused on the linked record. Within those permissions, the answer for each ticket is limited to what's relevant to the ticket's linked record.
- Your team only. The AI never reads another team's tickets or data.
- Teams with AI turned off are excluded. Their tickets are never used as AI context, by any team.
- Email attachments aren't read. The AI reads the text of the messages, not the content of files attached to them.
The AI is read-only. It suggests but doesn't act: it never sends emails, changes the ticket, or changes any data in Datarails.
Turning AI off for a team
If your organization has compliance requirements, a team Owner can turn off all AI for the team. AI is on by default.
- Open Team Settings and go to the General tab.
- Turn off AI capabilities, then click Save changes.
When AI is off:
- No ticket data from that team is sent to AI providers.
- The draft on arrival, the AI assistant and the ✦ text editing are unavailable to everyone on the team, on web and mobile. Their buttons explain AI capabilities are off in this team's settings.
- The team's tickets are never used as context by AI anywhere else in Desk.
Only team Owners can change the setting, and every change is recorded with who changed it and when. Turn it back on the same way.
Wrap up
You have now learned:
- How Desk prepares a suggested reply when a ticket arrives, and how to refresh it.
- How an AI answer is laid out: an explanation for you, the sources from FinanceOS, and the ready-made reply.
- How to summarize, generate a reply or ask questions in the AI assistant.
- How to improve your own text with the ✦ menu.
- What the AI can see, and the limits it works within.
- How an Owner turns AI off for a team.
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