> ## Documentation Index
> Fetch the complete documentation index at: https://docs.raum.am/llms.txt
> Use this file to discover all available pages before exploring further.

# Generate a reply

> Use the Generate button to run the full RAUM AI pipeline and get a complete, context-aware draft reply streamed into the Zendesk composer.

The **Generate** button is the core feature of the RAUM AI Zendesk app. Clicking it runs the full four-step pipeline — Understand, Plan, Act, Reply — and streams a complete, context-aware response directly into your reply composer.

## How to use it

<Steps>
  <Step title="Open a ticket">
    Open any ticket in Zendesk. The RAUM AI toolbar appears in the reply composer area.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Review, edit, and send">
    Read the draft. Make any edits you need, then send as you normally would in Zendesk.
  </Step>
</Steps>

## What the AI uses to generate the reply

* The full ticket conversation thread
* Your configured [procedures](/configuration/procedures) (matched by semantic similarity)
* Your configured [response guidelines](/configuration/guidelines) (tone, brand voice, channel rules)
* Live data from any [connected integrations](/configuration/integrations) (e.g. order status, account info)

## Email vs. chat tickets

Generate works differently depending on the ticket channel:

| Channel          | Button          | Behavior                                                     |
| ---------------- | --------------- | ------------------------------------------------------------ |
| Email            | **Generate**    | Full pipeline — researches and drafts a complete reply       |
| Chat / messaging | **Quick Reply** | Shorter, channel-appropriate response for live conversations |

<Note>
  All Generate actions are unlimited in Copilot Mode on every plan. There are no per-reply charges.
</Note>