AI Drafts

AI Drafts pre-populates the composer with a suggested reply in the background, so an agent opens a thread to a draft already written. Drafts are grounded in the thread's context and your read-only sources: docs, changelog, roadmap, and whitelisted SQL. A draft is always a suggestion; it is never sent automatically.

Where to find it

Settings > Features > AI > Drafts.

Controls on this page

Generate drafts with AI

The main toggle. When on, Productlane writes a draft reply in the background for incoming threads and places it in the composer for an agent to review, edit, and send. It is off by default and saves the moment you flip it, with a toast confirming "AI drafts enabled" or "AI drafts disabled". Requires the Pro plan and up; on lower plans an "Upgrade" button appears in its place. Turning the toggle on reveals the custom prompt section below it.

Custom prompt

Shown once AI Drafts is enabled on a qualifying plan. This is a textarea where you give the AI instructions and context for drafting replies, for example a length limit or a preferred structure. It saves on blur. A note below the field explains that each draft signs off with the first name of whichever teammate opens it, so the same draft reads correctly no matter who picks it up.

Suggest from past replies

A button that appears at the bottom of the custom prompt textarea once your workspace has more than ten answered threads. Clicking it reads your last 25 answered threads and generates a suggested custom prompt, then fills the field with it and saves. While it runs, the button shows "Reading your replies..." and is disabled. If generation fails, an error toast appears and the field is left unchanged. See the AI custom prompt article for more on this helper.

When a draft is generated

A draft is only prepared while a customer is actually waiting on a reply. Productlane checks the most recent message on the thread (email, Slack, or live chat); if the newest message was sent by the customer, a draft is generated. If the newest message is an outbound reply a teammate just sent, no new draft is generated until the customer writes again. This avoids drafting replies to threads where your team already has the last word.

Close-the-loop follow-ups are the exception: since they are proactive updates you send to the customer, they are not gated by this check. See Close-the-loop drafts.

How to set up AI Drafts

1. Open Settings > Features > AI > Drafts.

2. On the Pro plan or higher, turn on Generate drafts with AI. On lower plans, upgrade first.

3. In the Custom prompt field, describe how drafts should read: tone, length, and any structure you want.

4. If you have more than ten answered threads, click Suggest from past replies to have Productlane propose a prompt based on how your team already writes, then adjust it.

5. Open a thread to see the draft waiting in the composer. Review and edit it before sending.

Notes

• Drafts are never sent automatically. An agent always reviews and sends them.

• Sources that ground a draft: the thread's own context plus your read-only sources, which are docs, changelog, roadmap, and whitelisted SQL.

• Sign-off: a draft is signed with the first name of whoever opens the thread, so it stays correct across teammates.

• A draft is only generated while the customer is the one waiting on a reply; it skips threads where the latest message is already an outbound reply from your team. Close-the-loop drafts are exempt from this check.

• Plan gating: AI Drafts requires the Pro plan and up.

• The related self-updating help center feature (drafting articles from shipped Linear issues and GitHub commits) is configured separately under Settings > Docs.

• Both the toggle and the custom prompt save automatically. There is no Save button.