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Tone, length and language
Four settings on the Draft replies card decide how a draft sounds, how much it says and which language it is written in. They apply to every reply draft Overdesk writes, so your reviewers spend their time on the answer rather than on rewording it.
You find them on the Customize AI page. Owners and admins can change them. Pick your options, then click Save at the bottom of the card.
Tone
Tone sets the voice of every draft.
| Option | What drafts sound like |
|---|---|
| Default: match tone to the situation | Each draft is pitched to its ticket: warmer for a thank-you, plainer for an outage. |
| Professional | Businesslike, courteous and precise, with no slang. |
| Friendly | Warm and approachable, while staying clear. |
| Empathetic | Acknowledges the customer's frustration before solving the problem. |
| Matter-of-fact | Direct, with no filler. |
| Concise | The shortest reply that still fully answers. |
Every option except the default holds one voice throughout. If your custom instructions say something about tone, your instructions win.
Answer length
Answer length decides how much a draft says.
| Option | What you get |
|---|---|
| Standard: as long as the answer needs | The default. The draft judges length from the question. |
| Concise: a few sentences | The answer itself, with no recap of what the customer wrote and nothing they did not ask for. |
| Thorough: full steps and reasoning | Full steps, why they work, and the obvious follow-up answered before it is asked. The extra length comes from useful detail, never padding. |
Concise suits teams who add their own context before sending. When tone and length pull in different directions, length wins: a Concise tone with a Thorough length gives you thorough drafts.
Reply language
Out of the box, a draft replies in whatever language the customer wrote in. That only helps if someone on your team can check the reply before it goes out, so Reply language lets you say which languages your team reads.
It has two boxes:
- The languages your team can check, separated by commas, for example "English, Dutch".
- The language to use for every other customer. Leave it blank and the first language you listed is used.
A few examples of how the two combine:
- You list "English, Dutch" and leave the fallback blank. A customer writing in Dutch gets a Dutch draft. A customer writing in German gets an English draft.
- You list "English, Dutch" and set the fallback to Dutch. The German customer gets a Dutch draft instead.
- You leave the list blank and set the fallback to English. Every draft is written in English, whatever the customer wrote in.
Leave both boxes empty to keep the default behaviour.
English spelling
English spelling pins British or American spelling for replies written in English.
| Option | Example words |
|---|---|
| Default: whichever the reply comes out in | The draft picks for itself. |
| British: organise, colour, licence | British spelling and conventions. |
| American: organize, color, license | American spelling and conventions. |
It applies only to replies in English. Your product's own buttons and menus are always named exactly as they appear on screen, so a customer is never sent looking for a button spelled differently from the one they see.