Why grounded drafts beat a guessed agent
Repeated policy answers should come from the pages and macros you already published, not from a model that invents a return window. Cove Agent matches the thread against help articles and quick replies in this workspace. If nothing matches, you get an error — not an invented refund rule. A person still sends.
From “Returns under $40”
Based on “Returns under $40”. We refund unopened items within 30 days. A person on your team still sends this reply.
Cove Agent · Agent draft · not sent until you insert
What it is allowed to read
- Published help articles in this workspace
- Quick replies (macros) the team already wrote
- Not PDFs, not a site crawl, not the open web
- If nothing matches, the API returns an error
In the inbox
Agent draft sits next to the composer. You insert, edit, and send. Review mode can hold a draft. Turn Cove Agent on or off in Settings, and pick a tone. Write the pages in Helpdesk. Listed on Plus.
In the messenger
When published articles exist, the messenger suggests them before and beside “Talk to a person.” Help is never a wall. A visitor can always reach a human.
API
POST /api/v1/agent/run with a conversation_id. You get a drafted reply or an honest error. No silent queue. Rate limits are published. Do not treat this as a visitor-facing bot endpoint.
What Cove Agent does
Cove Agent drafts from your articles and macros on a workspace plan. A person still hits send. Plus is the card if you want that first draft in the composer. See Cove Agent.