Reviewing drafts

Most reviewing happens where your team already works: an agent opens the conversation in the help desk, reads the draft, fixes what needs fixing and sends the reply from there. The Agent drafts page in Overdesk adds what the help desk cannot show, such as the sources behind each answer and what your guardrail rules made of it.

The drafts list

Agent drafts lists recent drafts, newest first. Each row shows:

Column	What it tells you
Conversation	The conversation number, linked to the conversation in your help desk
Mode	Batch for a draft from the scheduled run, Real time for one written the moment a message arrived, On demand for a re-draft made on this page
Confidence	A score for how well the sources Overdesk found match the question, shaded green, amber or red
Guardrail	Held when a topic rule such as Billing matched, Escalated when an escalation rule matched, blank otherwise
Model	The model that wrote the draft
Cost	What the draft cost on your Anthropic key

Press View on a row to open the draft.

A single draft

The draft page puts the question above the answer.

• The conversation is read live from your help desk each time you open the page. A message that arrived after the draft was written is highlighted and marked Arrived after this draft. Check those first: the customer may have solved the problem or changed the question.
• Draft reply shows the answer as it will look in your help desk. Copy puts it on your clipboard with its formatting, ready to paste into a reply.
• What this answer is based on lists the help articles, past conversations and saved replies the draft drew on. Help articles link to the page itself.
• Open ticket takes you to the conversation in your help desk.

With Jira, GitHub or Linear connected, an Engineering card on the same page lets you open an issue from the conversation. See Creating issues from a conversation.

Edit, re-draft or discard

Anyone with the agent role or above sees three controls under the draft. Viewers see the draft without them. See Roles and permissions.

• Edit opens the text for changes. Press Save changes to keep them. Overdesk stores the original beside your version, so grading still compares the reply your team sent with what the AI first wrote.
• Re-draft writes a fresh draft for the same conversation and opens it. The old draft stays as it was, so you can compare the two, and the copy in your help desk is left alone.
• Discard marks the draft as discarded. It stays on record, and the change cannot be undone from the page.

What an edit or a discard does in your help desk

Overdesk updates the help desk before it saves anything. If the help desk cannot be reached, you see an error and nothing changes in either place.

• On Help Scout, with drafts arriving as draft replies, when the draft in the composer is still exactly what Overdesk wrote: an edit rewrites it there. A discard replaces its text with "This AI draft was discarded in Overdesk and is not a reply. Please do not send it." Help Scout has no way to delete a draft, so the replacement text is how it is withdrawn.
• In every other case (notes on any help desk, Zendesk, Intercom and FreeScout, or a composer draft someone has already changed), Overdesk adds a new internal note headed "Overdesk draft update". It carries your edited version, or says the draft was discarded and should not be sent. The original stays where it is.

There is no send button in Overdesk. You edit and reply from your help desk.

How Overdesk grades its drafts

The Score drafts against replies job runs each day at 06:30 by default. It looks at conversations closed in the last 14 days, compares the AI draft with the reply your agent actually sent, and tags the conversation in your help desk:

Tag	Meaning
ai-good	The reply went out close to how the AI wrote it
ai-edited	The reply went out after real edits
ai-bad	The reply that went out has little in common with the draft, or no reply followed it at all

A conversation carries one of these at a time, and a later grade replaces an earlier one. The job follows your Allowed inboxes setting. Pause or re-time it on Schedules.