Improved Reply Recommendations, Powered by Breeze Assistant

What it is

Reply recommendations get a refreshed inline UI and stronger draft generation. Drafts now pull from tickets, CRM data and knowledge base context in addition to Customer Agent. The portal must be using the new modernized composer, so opt in to it to see this. Private Beta, last updated October 15, 2026, for Service Hub Professional and Enterprise.

Why it matters

Support reps struggle with fragmented AI tools, poor discoverability and high setup costs, which slows responses and pushes them to outside tools. Putting draft and edit together improves efficiency and reply quality, and makes AI help context-aware inside Help Desk.