The help desk that reads the ticket before you do
Every new ticket arrives with a plan. The BlueHill Assistant reads the conversation, the customer record and your help center, then proposes the triage and a cited reply. Turn on Autopilot and the routine ones answer themselves, inside the rules and floors you set.
Proposals on every plan with AI features. Autopilot enabled per workspace, off until you write a rule.
How the assistant works a ticket
One analysis per arrival or customer reply. The assistant reads with tools, ends with a single plan, and a rule decides whether that plan waits for a person or goes out on its own.
Triage from the whole context
The customer record, their recent tickets, the SLA clock and your help center are all read before anything is proposed. Priority, assignee, tags, fields and related tickets come back with a confidence dot and a Why.
A reply that cites its sources
The draft links the public articles it relied on and is signed as your brand, never a person. Send it as is, send it and set the status, or edit it in the composer first.
A rule decides what happens next
Rules run top-down and the first match decides: shadow it, hold it for a few minutes with a visible countdown, send it right away, or never. No match means the draft stays a proposal.
Everything lands on the record
Automatic replies carry an Autopilot badge, every event it causes says so, and a Why link opens the rule and the reasoning. Nothing about a ticket is a mystery afterwards.
Open a ticket and the plan is already there
The Assistant card sits in the customer rail of every ticket. It runs when a ticket arrives and again when the customer replies, so the agent who opens it starts from a summary, a set of triage proposals and a draft, not a blank composer.
- Apply a proposal with one click, or Apply all and move on
- Priority, tags, category and fields can auto-apply without approval if you say so
- Related and duplicate tickets are surfaced with a link, so merges happen early
- Needs review collects every ticket with open proposals in one inbox view
- New messages mark the analysis as outdated; Re-run refreshes it
Routine tickets answer themselves, on a timer you can see
When a rule matches, the reply is scheduled rather than fired. The ticket moves to the Autopilot queue with an amber countdown, the card in the rail shows exactly what will go out and what happens after, and anyone can cancel it or send it now.
- Password resets, invoice copies, 2FA resets: pick the categories and hours a rule covers
- Hold, then send waits the seconds you set; the countdown is on the row and the ticket
- After sending: set the status, tag it, leave a note, book a follow-up, skip the survey
- Send now records the person as the approver; Cancel send moves the draft back to proposals
- A customer or agent reply in the meantime cancels the send automatically
Rehearse a rule before it sends a word
Rules live in Support settings, ordered top-down. Each one names a trigger, the ticket, requester, timing and message conditions it needs, and what to do after sending. Preview replays it over your recent analyses so you know the match rate before you flip it from Shadow to Hold.
- Conditions on brand, channel, category, priority, tags, segment, sender domain and business hours
- Message conditions: must mention, must never mention, maximum length, minimum confidence and cited articles
- Canary a rule to a share of eligible tickets and cap it per day
- Preview shows match, floor-blocked and no-match tickets by name
- Every change is versioned; Revert last change is one click
Floors no rule can lower
Autopilot is opt-in per workspace and per brand, starts with zero rules, and every send is checked against the workspace floors, the budgets and the state of the ticket right before it leaves.
Safety floors
Minimum cited articles and confidence, one automatic reply per ticket, a reply length cap, blocked phrases, and hard skips for teammates, shared senders, suppressed addresses, extra Cc recipients, attachments and upset customers.
Activity you can audit
Sent, would-have-sent, on hold, cancelled and failed for the last 30 days, per rule, with the share of customers who wrote back and the reasons sends were cancelled.
Shadow mode
A rule can run live without sending. It records what it would have sent, so you see the volume and read the drafts before anything goes out.
Hold window
Hold, then send waits the seconds you choose. The ticket sits in the Autopilot queue with a countdown, and Cancel send is one click for anyone.
Budgets & breaker
Daily caps per workspace, brand, rule and customer. A run of failed sends trips the breaker, switches autopilot off and rings the admin bell.
Human takeover
An agent's reply or note cancels any send on hold. A merge, a resolve, an assignment or a new message re-checks the send before it leaves.
Your team keeps the last word
Most tickets still get a human reply, so the same assistant lives in the composer. Draft a reply from the thread, rephrase what you wrote, and send with the status change in one click.
- Draft reply writes from the thread and your help center, signed as the brand
- Rephrase: Polish, Fix spelling & grammar, or More professional, keeping your meaning
- Insert the assistant's draft into the composer and edit before sending
- Send & set status closes the loop without a second click
- Undo send holds the email for a few seconds after you press Send
Built on a complete help desk, next to the customer record
The assistant is only as good as what it can see. In BlueHill every ticket sits beside the customer, their onboarding board, their deals and their portal, so the context is already there.
- Email-to-ticket across brands, each with its own domain, senders and signature
- SLAs with business hours, first-response and resolution targets
- Canned responses, internal notes, watchers, merges and bulk actions
- A public help center that doubles as the assistant's source of truth
- CSAT surveys, time tracking and support analytics by agent and brand
Questions teams ask before switching it on
Straight answers about what the assistant does, what it never does, and how you find out.
Give every ticket a first pass before your team sees it
Start with proposals on every ticket, run your first rule in shadow, and switch to Hold when the numbers say so. 14-day free trial, no credit card required.