SUPPORT WRITING GUIDE
How to review an AI-suggested support reply
Two worked examples of accepting or rejecting a suggested rewrite, with a Vellix wording-review step for Gorgias support teams.
Accept or reject the whole rewrite
Before
Your order’s gift message has been changed as requested. The new gift message is now saved on the order. You do not need to send the wording again.
After
Your order’s gift message has been updated. You do not need to resend the wording.
Accept in this fictional case: the agent has verified that the change is saved. The rewrite removes repetition while preserving the completed action and the customer’s next step.
Before
The setup guide is being revised. I can send it once the product team confirms it is ready.
After
I have attached the updated setup guide. It includes the new installation steps.
Reject in this fictional case: the guide is not ready and nothing is attached. The rewrite invents a completed action and a claim about the guide’s contents. Keep the original or write a corrected draft.
Establish the answer before reviewing the wording
A useful rewrite keeps the answer you meant to give. Before comparing versions, confirm what is known, what has happened and what you can truthfully say will happen next.
Gorgias recommends reviewing ticket context before replying. Intercom’s support guidance also recommends reading a response before sending it and making realistic commitments. Use those checks to establish the facts your rewrite must preserve.
The comparisons above are fictional writing exercises. Both versions were written for this guide. They are not customer messages, Vellix outputs or measured product results.
Compare the meaning before the tone
Read the original and suggested version together. Check the answer, any important details, whether an action is complete and what the customer is being asked to do. A smoother sentence is useful only if those points remain correct.
In the first example, the order change is confirmed. The shorter version keeps that fact and says the customer does not need to repeat the request. In the second, a guide that is still being revised becomes an attached, completed guide. That changes the answer.
Treat the suggested rewrite as a whole candidate. If it introduces an unsupported statement, keep your original or write a corrected draft. Do not accept it just because the rest of the wording sounds better.
Give yourself a specific reason to accept it
A useful decision names what improved and what stayed the same. For the accepted example: “It removes repetition and keeps the confirmed update.” For the rejected example: “It says a file is attached when it is not.”
Once the meaning checks pass, read for a natural tone and clear next step. Remove wording you would not use with the customer. Apply the version you are comfortable standing behind, then review the actual outgoing draft before sending.
Sources and editorial note
Examples are fictional. Sources for the platform guidance are linked below.
- Gorgias guidance on reviewing ticket context, drafting a reply and sending it. Checked 2026-10-19.
- Intercom guidance on reviewing replies and making realistic commitments. Checked 2026-10-19.