Smarter AI Answers, Better Conversations, and More Control

This month's updates are all about helping teams get more value from Wrangle AI. AI Ticket Deflection can now carry on a real conversation, admins can preview and rate responses, and teams using Smart Replies can decide which answers should take priority.

The result is a more natural experience for requesters and a tighter feedback loop for the teams leveraging Wrangle AI. 

Here's everything that's new.

🤖 Continue the conversation with Wrangle AI

Wrangle AI can now hold a real back-and-forth conversation. When a user asks a question through AI Ticket Deflection and the answer sparks a follow-up, they can just keep typing in the same thread. Wrangle AI will reply with full context from the conversation so far, giving users a faster, more natural path to the answer they need and reducing unnecessary escalations to your team.

👀 Preview AI responses before requesters see them

Tuning your AI responses just got easier. You can now preview AI Ticket Deflection and Smart Reply responses from within any inbox, so you can see how changes to your knowledge base will affect an answer before it reaches a requester.

Test a question, review the response, refine your content, and repeat until the answer is ready.

👍 Rate Wrangle AI responses

Wrangle AI gets smarter when you tell us how it's doing. Inbox admins can now rate AI Ticket Deflection responses directly from the AI Ticket Deflection Reporting page, giving inbox admins a clear signal on what's landing and what needs work and giving Wrangle AI the feedback it needs to keep improving.

↕️ Choose which Smart Replies take priority

Already using Smart Replies? Now you're in the driver's seat on priority. Drag and drop your replies within any inbox to control which one gets matched first when more than one could apply. 

Put your most relevant answers at the top and make sure requesters get the best response every time.

That’s it for now, but there’s more on the way!

With better context, safer testing, direct feedback, and clearer prioritization, your team now has more control over every stage of the AI response lifecycle. These improvements move Wrangle AI closer to feeling like a true extension of your help desk: helpful, consistent, and always learning from your team. We're continuing to build toward even faster, smarter support, so keep an eye out for more updates soon.

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