It drafts the reply. It shows you where every line came from.

A live ticket, unedited

Tuesday 09:14 — a billing question that would normally take an agent eleven minutes.

1. 
   Marisol Vega09:14

   We were charged twice on the annual plan this morning — invoice 44119 and 44120, same amount. Can you refund one and tell me why it happened?

2. S
   Sightline09:14

   Draft reply, 3 sources found:

   Hi Marisol — you were charged twice because the annual renewal ran while a card-update retry was still in flight. Invoice 44120 is the duplicate; I have refunded it in full and you should see it back on the card within 5–10 business days. Nothing else about your plan has changed.

   • Billing runbook §4 — duplicate charge on retry overlap
   • Ticket #21884 — same pattern, resolved by refunding the later invoice
   • Release note 2026.03 — retry window shortened to 60s

   Approve & sendEdit draftShow the runbook
3. 
   Theo (support)09:15

   Approved. Adding the refund reference so they can match it on their statement.

   {
     "refund": "re_9K21B",
     "invoice": "44120",
     "amount": 1188.00,
     "currency": "USD"
   }

4. 
   Marisol Vega09:31

   That was fast, thank you — and thanks for explaining the cause rather than just refunding it.