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Customer Replies
The Customer Replies processor drafts responses to inbound customer messages, or sends them automatically where you have granted that authority. It was previously named Junto Assistant on the Processors page; the name of the author shown on replies is unchanged.
What It Does
When a customer message arrives on a ticket in scope, the processor reads the conversation and prepares a reply.
- Auto-draft -- The reply is saved as a draft for a technician to review, edit, send, or dismiss.
- Auto-send -- The reply is sent to the customer without a review step. Turning this on requires confirming the Confirm auto-send authority dialog, and the confirmation is required again if you change your PSA.
Only the draft that answers the newest customer message stays actionable; older drafts retire automatically. An edit you have in progress survives a newer draft arriving.
Where Drafts Appear
- ConnectWise PSA -- in the ticket's Omnichannel room and the Triage draft popover.
- HaloPSA -- in the ticket's Triage draft popover. Replies go out as Halo Email User actions to the ticket contact; Halo picks the mailbox and moves the ticket to With User. If a send fails, Junto detects it about 12 minutes later and marks the reply as failed, so you can send a new one.
When to Use It
This processor is disabled by default. Start with Auto-draft on a limited scope so technicians can review the agent's tone and accuracy. Move boards or companies to Auto-send once you trust the results.
Configuration Options
| Option | Default | Description |
|---|---|---|
| Mode | Auto-draft | Auto-draft or Auto-send |
| Boards / Teams | None | The ConnectWise boards or HaloPSA teams the processor runs on, each with its own policy |
| Excluded companies | None | Companies whose tickets the processor never touches |
| Assistant name | Junto Assistant | The name shown as the author of drafts and sent replies. Leave blank for the default. |
| Support company name | Your organization name | How the agent refers to your company in replies. Leave blank for the default. |
Safety fallback: if any safety check fails on a reply, Junto downgrades it to a draft instead of sending, even on boards set to Auto-send.
Details
- Runs on: New customer messages on tickets in scope
- Default State: Disabled
- Prerequisite: ConnectWise PSA or HaloPSA connected