Always draft: a ready reply on every helpdesk conversation

Helpdesk inboxes where Aide only drafts can now get a draft on every customer message. When your team answers every conversation itself, Aide no longer stops at a handoff note: it writes the best reply it can, and your teammate edits and sends it.

How it behaves

Every customer message gets one plain draft: an internal note (or wherever the inbox keeps Aide's drafts) holding the reply alone, with no handoff summary and no "handed the conversation to your team" line above it.
The customer asks for a person: Aide still drafts a reply instead of handing off, since a person is already answering.
Aide isn't sure of the answer: the reply is still checked and revised as usual, and the last version is drafted for your teammate to review, instead of being dropped.
Something Aide doesn't know: the gap stays in the draft as a bold "FILL IN" marker where the missing detail goes, without a list of blanks above the draft.
A scenario that escalates with a message: Aide drafts a reply instead of escalating.
Email conversations: the draft ends with your agent's sign-off (the Signature in the agent profile), so your teammate's own helpdesk signature completes it with their name. Chat and messaging drafts have no sign-off.
Nothing is reassigned or tagged: Aide doesn't assign the conversation, add the handoff tag or change its handoff state. The "drafted" outcome tag is written as for any draft.
Aide can't write a reply at all: it tries once more; if that fails too, it leaves no note and the conversation stays with your team as it is.
Unchanged: when Aide has run an order action in the conversation, when AI replies are paused (plan or daily usage limit), on topics where Aide is off, and when a teammate mentions Aide.

Always draft is off by default. It can only be turned on for a helpdesk inbox that never sends replies and keeps Aide's drafts somewhere.

For developers

Channel inbox settings (GET/PATCH /v1/integrations/{id}/inbox-defaults and /v1/integrations/{id}/inboxes/{inboxId}/settings) have a new boolean alwaysDraft, default false, with its source in sources.alwaysDraft. Helpdesk inboxes only (overlay_only on native channels). Turning it on with sendReplies: true or an empty drafts, or turning sendReplies on or emptying drafts while it is on, answers 422 always_draft_conflict.

All changes