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Overview
Customize AI is where you teach Overdesk how your team writes. Overdesk ships with its own rules for drafting and reporting, and the settings here add your team's guidance on top of them. They never replace the defaults.
Open Customize AI in the sidebar. Owners and admins can change these settings. Agents and viewers can read them.
What is on the page
The page has three cards. Each one saves on its own, so a change to one card leaves the others untouched.
| Card | What it shapes | Who reads it |
|---|---|---|
| Workspace context | Facts about your product and how your team works | Drafts, reports and analyses |
| Draft replies | Who a draft writes as, its tone, length and language, your house rules, the review link, and whether drafts read pictures and linked pages | Every reply draft |
| Reports & analyses | How the AI commentary reads your queue, and what it should never assume | Every report and analysis |
A change applies to the next draft or report Overdesk writes. Drafts already sitting in your help desk stay as they were written.
What is already built in
Before any of your guidance is added, every draft already follows Overdesk's own rules:
- It grounds the reply in your knowledge base and links to your docs.
- It never invents features, fixes, versions, refunds or timelines.
- It answers every question the customer raised, with concrete steps.
- It keeps the customer's contact details out of the model and puts them back in the finished draft.
Your instructions shape style and substance, but they cannot talk a draft into making something up. A draft follows your instructions unless they conflict with its grounding rules, and it never invents a fact to satisfy one.
In this section
- Tone, length and language: how a draft sounds, how long it runs and which language it uses.
- Product context and instructions: what you sell, who the draft writes as, your house rules and the review link.
- Drafting model: which Claude model writes your drafts, reports and analyses.
- Pictures and links: letting a draft read screenshots, PDFs and the pages a customer links to.
The Draft replies card also holds Only draft when Overdesk finds relevant sources, which leaves a conversation alone when your knowledge base has nothing on it. It has its own page: Only draft when sources are found.
Your Anthropic API key is not on this page. It lives in Settings → AI: see Add your Anthropic API key.