Use AI-assisted replies

AI tools are available to admins and agents whose agent type is AI-assisted.

If an agent is not AI-assisted, the AI buttons are disabled and MuninX shows that AI tools require an AI-assisted agent type.

How this differs from MCP

AI-assisted replies are built into the MuninX app. They are available only to AI-assisted admins and agents, and MuninX covers the underlying AI usage cost as part of the AI-assisted agent subscription.

MuninX MCP is different. It connects MuninX to an external AI client such as Codex or Claude Code, can be used by authenticated MuninX users with a personal API token, and uses the external AI client’s billing instead of MuninX’s built-in AI features.

Generate draft

Generate Draft creates an AI-generated reply from the ticket context.

Draft generation can take up to 2 minutes while the AI analyzes the conversation and prepares a response.

AI drafts can include:

• Draft text.
• Confidence percentage.
• Web search indicator.
• Search queries and source URLs when web search was used.

Agents can accept or discard the draft. Accepting a draft places it in the reply editor; the agent still reviews and sends.

Improve response

Improve Response analyzes the current reply text and suggests a better version.

MuninX shows what the AI changed and the suggested reply. Agents can accept the improvement or keep the original.

Review before sending

AI-assisted replies are not autonomous. A human agent reviews and sends the final message.

Fully autonomous AI agents are coming soon.