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

# Use Evelin to prepare customer replies

> Prepare, improve, and translate customer replies with Evelin, then review the final text before sending.

Evelin helps you prepare customer replies using conversation context and available knowledge. You choose what to use and what to send.

## Prepare a reply

1. Open the customer conversation in **Threads**.
2. Use the AI action in the reply composer to prepare a draft, improve your wording, or translate your text.
3. Review the result and any supporting sources.
4. Choose **Use reply** when the text is suitable.
5. Check the content now in the reply composer, make any final edits, and send it yourself.

Using a reply inserts text into the composer; it is not the same as sending a message. Check the final text after applying another writing or translation action.

## Ask Evelin for help

The **Ask Evelin** chat lets you ask questions about the conversation or request supported actions. Its **Private · Only you** label means other teammates do not see that private chat.

Privacy does not make actions a simulation. A request to update a conversation or use a connected integration can change shared records, subject to the available permissions and approval flow. Review the action result separately from the wording of the answer.

## Set workspace defaults

Workspace admins can open **Evelin AI → Style** to choose tone, length, suggestions, formatting, and advanced wording guidance. Use **Knowledge sources** to manage the facts available for answers; style instructions are not factual sources.

## Before sending

Check the customer question, names, dates, amounts, links, and policy details. Remove unsupported assumptions and private internal information. If the evidence is missing or contradictory, answer manually, ask a clarifying question, or involve a teammate.


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