AI Agent
Draft with AI in the composer
Generate a ready-to-edit reply in one click, grounded in your help center and the merchant's plan and revenue, then review and send it yourself.
Draft with AI gives every agent a one-click reply draft, right in the composer. Unlike Suggest mode, which drafts automatically for the customer-facing flow, Draft with AI is on demand: you click it when you want a starting point, the draft drops straight into your reply box, and you edit and send it yourself. The AI never sends anything on its own.
How it is different from Suggest mode
Both use Cove, but they are built for different moments.
| Suggested reply (Suggest mode) | Draft with AI | Â |
|---|---|---|
| Trigger | Automatic, when a customer messages | On demand, you click the button |
| Where it appears | A private note with Accept / Edit / Reject | Straight into your reply composer |
| Voice | Cove answering the customer | Written as you, the agent |
| When the KB has no match | Abstains and hands off to a human | Never abstains - gives you a helpful holding reply to edit |
Use Suggest mode to let Cove propose answers as conversations come in. Use Draft with AI when you are already writing a reply and want an accurate, grounded first draft to save typing.
What the draft knows
Every draft is grounded in the same knowledge Cove uses, plus context the customer-facing bot does not put in front of you:
- Your help center - it retrieves the most relevant help articles (the same hybrid search that powers Cove) and answers from them, so the facts are real.
- The merchant’s plan and revenue - when your Shopify Partner account is connected, the draft is aware that this is, say, a paying Shopify Plus merchant, and tailors its tone and urgency accordingly.
- The conversation so far - it reads the recent back-and-forth so the reply fits the thread.
If the help center does not cover the question, Draft with AI will not invent policies, prices, or dates. It writes a helpful holding reply (for example, “let me look into that and get right back to you”) that you can finish. The fix is to add the missing article - see Knowledge gaps.
The draft uses whichever model you have selected for Cove (Haiku or Sonnet) in Behavior settings.
Requirements
Draft with AI appears in the composer only when both of these are true:
- Cove is enabled for that conversation’s app. The button is per app - it shows on conversations for apps where you have turned the agent on, and is hidden elsewhere. See First-time setup.
- The agent has been granted access. Owners always have it; admins and agents get it when an owner turns it on for them (below).
Choosing who can use it
Access is managed in its own section inside Cove AI.
- Go to Cove AI in the left navigation.
- Open the Draft AI section.
- You will see every teammate with an on/off toggle. Owners are always on and locked. Flip the toggle for any admin or agent to grant or revoke their access.
Access takes effect immediately - the next time that teammate opens a conversation, the button is there (or gone).
Using it in a conversation
- Open a conversation and start a reply.
- Click the Draft with AI button (the sparkle icon) in the composer toolbar.
- A draft appears in your reply box within a couple of seconds.
- Read it, edit anything you want, and send. You are always the one who hits Send.
Clicking the button replaces whatever is currently in the composer with the draft, so generate the draft before you start typing your own reply.
Cost
Each draft is a metered AI action, billed from your Convot credit allowance the same way Cove answers are. The retrieval and generation together are a small per-draft cost. If your credits are exhausted, the draft will not generate and you will see a notice in the composer. See Cost controls.
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