How to use it
Click Generate
Click the Generate button in the toolbar. RAUM AI reads the ticket subject, body, full conversation history, Zendesk tags, and any connected procedures or knowledge base articles.
Wait for the response to stream
The reply streams into the composer in real time. A Stop button appears while generation is in progress — click it to cancel if the response is going in the wrong direction.
What the AI uses to generate the reply
- The full ticket conversation thread
- Your configured procedures (matched by semantic similarity)
- Your configured response guidelines (tone, brand voice, channel rules)
- Live data from any connected integrations (e.g. order status, account info)
Email vs. chat tickets
Generate works differently depending on the ticket channel:| Channel | Button | Behavior |
|---|---|---|
| Generate | Full pipeline — researches and drafts a complete reply | |
| Chat / messaging | Quick Reply | Shorter, channel-appropriate response for live conversations |
All Generate actions are unlimited in Copilot Mode on every plan. There are no per-reply charges.