Here’s what an AI draft button usually does. You’re replying to a customer, you tap the sparkle icon, and a few seconds later there’s a paragraph in your reply box. It’s grammatical. It’s friendly. It uses the phrase “I’d be happy to help.” And it tells the customer almost nothing, because the tool writing it has never seen your website, doesn’t know what you sell, has no idea how you talk, and is guessing at all three.
An AI given no information about your business doesn’t fall silent — it fills the gap with the average of everything it has ever read. Confident, generic, and occasionally inventing a detail to sound helpful. It is at its weakest exactly where you need it strongest: your facts, and your voice.
We built the reply drafter in Vidual Inbox the other way round. Before it writes a single word, it reads your site.
It reads your site first
If you’ve added the Knowledge integration — the same one that powers the “Ask” widget on your site — Vidual Inbox has already been through your pages. Your product descriptions, your about page, your care guides, your FAQs, your shipping terms, the small turns of phrase you use that nobody else does. Everything you’ve published, examined for both what it says and how you say it.
So when a customer asks a question and you reach for a draft, the AI isn’t guessing. It already knows what’s on your site, and it already knows how you’d phrase the answer. The draft that comes back is grounded in your actual business — not a plausible-sounding version of it.
In the reply box, type / and choose Draft a reply — labelled “On-brand, from your site.” For a moment it shows “Reading your site and this thread,” because that’s exactly what it’s doing: pulling the customer’s actual question, the full back-and-forth of the conversation, and the most relevant passages from your own site. Then it drafts a reply in your voice and drops it into the box.
It even tells you where it drew from — “Drafted in your voice — from your Care & Returns page” — so you can see the source behind the answer at a glance.
It knows your facts, not just your tone
Sounding right is only half of it. A draft that nails your voice but invents a delivery window is worse than useless — it’s a promise you didn’t make, in your name. So the drafter is held to a hard rule: it may only state what’s actually on your site or already in the conversation.
It won’t conjure a price, a lead time, an opening hour, a returns policy, or a stock figure out of thin air. Ask it about cost and it won’t guess at a number — it warmly points the customer to you for an exact quote. And when your site simply doesn’t cover what was asked, it doesn’t bluff. It writes a warm holding reply that acknowledges the question and says you’ll follow up — the same thing a good person on your team would do.
If it has nothing useful to say, it says nothing
This is the part we’re most particular about. If your knowledge base is too thin to answer a question properly, the drafter doesn’t pad it out with filler to look busy. It tells you plainly: “Not enough in your knowledge base to draft this.”
We’d rather hand you nothing than hand you something confident and wrong. A polished paragraph built on a guess is a liability; silence is the right answer more often than the industry likes to admit.
You always have the last word
A draft is a draft. It lands in your reply box for you to read, edit, cut, rewrite, or throw away entirely. Nothing is ever sent on your behalf, and nothing goes out automatically. There is no setting to turn that off.
Vidual is built on a simple promise: your customers are always talking to a real person. The drafter exists to get you to a strong first version in seconds — to take the blank-page friction out of a reply you already know how to write — not to replace the human reading it. You stay in the chair. The customer still gets you.
The fastest way to a good reply isn’t a button that writes the whole thing and sends it. It’s a draft that already knows your business, handed to a person who can make it perfect.
Most AI draft tools are racing to take the human out of the loop. We think that’s exactly backwards for a small brand whose whole advantage is that a real person actually cares. So we built a drafter that does the tedious part — reading your site, recalling your facts, matching your tone — and leaves the part that matters to you.
Add the Knowledge integration, point it at your site, and the next time you type /, the draft already sounds like you.