SUPPORT WRITING GUIDE
What to check when a suggested reply does not replace your Gorgias draft
Distinguish a writing suggestion, a copy action and the final Gorgias reply. Use a practical replacement checklist and see where Vellix fits.
Which stage has your reply reached?
- Suggestion visible: you have wording to review. Check the actual reply composer separately.
- Copied: if your tool offers copying, that action alone does not establish that the draft changed.
- Original draft still visible: replacement is unconfirmed. Keep the draft and stop before sending.
- Only part of the intended reply visible: replacement is incomplete. Restore or finish the draft manually before continuing.
- Complete intended reply in the correct composer: insertion is confirmed by your comparison. Check the reply type and recipient before deciding to send.
- Send action: sending is a separate step. A suggested, copied or inserted reply is not evidence that a message was sent.
Check the composer after applying a suggestion
After choosing a rewrite, read the actual draft in Gorgias. If the original text is still there, the suggestion has not become your reply. A result panel or copy confirmation cannot substitute for that check.
Gorgias places its message composer below the conversation thread. Confirm the ticket and the channel selector in that reply area. Internal Note is for messages your teammates can see; choose the intended customer reply type when writing to the customer.
This guide starts after you have decided that a suggestion is suitable. It checks whether the complete wording reached the intended composer. If the assistant read the wrong text, use the separate input-check guide first.
Compare the complete reply, including its last line
Consider this fictional editing exercise. Your original draft says, "Your export is ready. The file has only records from October. Open the attached CSV to see them." The wording you decide to use is, "Your export is ready. Open the attached CSV to view the October records." For this exercise, the agent has confirmed the file contents and attached the correct file.
If the composer still shows the three original sentences, it has not received that replacement. If it shows only "Your export is ready," the insertion is incomplete. If it shows the complete two-sentence version, the text matches the intended replacement.
Compare the opening, every essential detail and the ending. Also look for the original text left above or below the replacement. These are invented states for a manual check, not customer messages or measured Vellix outputs. The example does not demonstrate attachment or formatting preservation.
Recover the draft without guessing at the cause
An unchanged composer tells you that the intended text is not there. It does not tell you why. Avoid treating repeated generation as a test of insertion. Preserve your original wording while you investigate.
Gorgias documents its reply area as an editable text field. You can revise the draft manually there. If your writing tool provides copying and your browser permits pasting, you can use that route, then compare the result in the composer. Otherwise, type the changes you want to keep. This is a manual alternative, not a promise about any tool’s fallback controls.
If insertion remains unreliable, record what you observed for the tool’s support team: unchanged text, a partial insertion or text in an unexpected place. Include browser and extension versions. Use a redacted description or an original fictional example rather than sharing customer messages unnecessarily.
Before sending, confirm the final text, recipient and reply type. Check links, formatting and attachments separately. Gorgias documents Send and Send & Close as actions that send a reply; neither is needed to verify whether the text reached the composer.
Sources and editorial note
Examples are fictional. Sources for the platform guidance are linked below.
- Gorgias guidance on the editable reply composer, channel selector and separate send actions. Checked 2026-10-29.
- Gorgias guidance on internal notes and customer-visible replies. Checked 2026-10-29.