Branva CS Co-pilot

AI-drafted replies on Zendesk and Gorgias tickets, powered by your Branva knowledge base.

Branva CS Co-pilot turns your brand knowledge into an instant draft-reply assistant for Zendesk and Gorgias agents. When an agent opens any ticket, a panel slides in with a draft reply already grounded in your brand's voice, policies, FAQs, workflows, and portal content from Branva Brand Brain. Agents review, tweak if needed, and paste into the reply composer. HOW IT WORKS • Each brand's knowledge lives in Branva Brand Brain — voice samples, FAQ, workflows, policies, UGC flow, CX SOP, Things to Know • When an agent opens a Zendesk or Gorgias ticket, the extension reads the full conversation thread and asks the model to draft a reply using ONLY your brand knowledge • For denial-adjacent tickets (returns, refunds, cancellations), an Escalation Risk card predicts whether the customer will push back — HIGH / MEDIUM / LOW with concrete signals • A Next Step card tells the agent what to do operationally after sending (which tool, which POC to notify) • Multi-provider fallback — Claude Sonnet 4.6 → GPT-4.1 → DeepSeek — drafts keep flowing even when one provider is down WHO IT'S FOR • CS teams on Zendesk or Gorgias who want to standardize reply quality across agents • Agencies running CS for multiple brands — one extension, switch client context in Options • Founders auditing reply consistency before scaling the CS team KEY FEATURES • Auto-fills the latest customer message from the open ticket — no copy-paste • Shows the full prior conversation (customer + agent turns) as a collapsible, with every turn feeding model context • Drafts grounded in Brand Brain — no hallucinated policies • Tone selector (Professional / Friendly / Concise / Empathetic) • "Additional info to include" field — agent slips in order #s or specifics the model should weave in • Sources chip on each draft shows which Brand Brain sections powered the reply • Brand tab — browse Brand Brain docs + portal sections (Catalog, Discounts, Reviews…) in the same panel • Ask about this brand — free-text Q&A against the full Brand Brain • Thumbs feedback with reason — ratings land in a per-brand database to improve drafting over time • Intent-aware drafting from Gorgias auto-classified tags • Per-client "Do not offer" hard rules in the admin — overrides anything else, for safety-critical constraints • One-click copy to clipboard SETUP 1. Install the extension 2. Right-click the BV icon → Options 3. Enter your Branva admin panel URL, the client ID for the brand you're supporting, and the Extension API Key your admin shares 4. Open any Zendesk or Gorgias ticket — the ✦ button appears bottom-right PRIVACY Ticket text is sent from the extension to the Branva admin panel (your deployment), which calls Claude, GPT, or DeepSeek server-side for drafting only — never stored for training, never shared beyond those providers. Model API keys stay on the server; agents' browsers never see them. Thumbs feedback (rating + optional reason + intent + sources) is stored to help us improve drafting quality. See our privacy policy at {your-privacy-policy-url}. REQUIREMENTS • A deployed Branva admin panel (open source at github.com/jkumar2885/opsio-cs-copilot) • A client record linked to a Brand Brain tenant • A Zendesk Support or Gorgias account on any plan — works where helpdesk app marketplaces are restricted by plan NOT AFFILIATED WITH ZENDESK INC. OR GORGIAS INC. Zendesk is a trademark of Zendesk, Inc. Gorgias is a trademark of Gorgias, Inc.