Autopilot is a policy decision
For many brands, fully automatic replies are a brand risk. Draft-assist is the sweet spot: faster agents, same accountability.
UI patterns we ship
- Generate draft in a side panel, never auto-send by default
- Highlight low-confidence answers
- One-click insert with full edit before send
- Store which text was AI-suggested vs human-edited for training later
Backend necessities
Permission checks, PII handling, and an audit trail. If an agent sends something wrong, you need the timeline.
Measuring the right thing
Track handle time and edit distance from the draft — not vanity “AI messages sent.” If agents rewrite everything, the model or retrieval is wrong.
Rayaxis builds these assistive loops into React + API tools where support teams already work.