> ## Documentation Index
> Fetch the complete documentation index at: https://manual.botric.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Drafts & Confidence

> Review AI-generated email drafts, understand confidence scores, and improve response quality.

When the Email Agent processes an incoming email, it generates a draft response and assigns a confidence score. This page explains how to work with drafts, interpret confidence scores, and improve the quality of AI-generated responses.

## Viewing Drafts

Navigate to **Engagement > Email Agent** to see all AI-generated drafts. Each draft shows:

* **Subject line** of the original email
* **Sender** information
* **Draft preview** — the first few lines of the AI-generated response
* **Confidence score** — how certain the AI is about the response quality
* **Timestamp** — when the draft was generated

Click any draft to open the full view where you can read, edit, and send the response.

## Understanding Confidence Scores

Every draft includes a confidence score expressed as a percentage. This score reflects how well the AI was able to match the incoming email's question or request with information from your [Knowledge Sources](/engagement/knowledge-source).

| Score Range   | Level  | Meaning                                                                                  |
| ------------- | ------ | ---------------------------------------------------------------------------------------- |
| **80–100%**   | High   | The AI found strong matches in your knowledge base and is confident in the response.     |
| **50–79%**    | Medium | The AI found partial matches. The draft may need some editing for accuracy.              |
| **Below 50%** | Low    | The AI had limited information. Review carefully and consider writing a manual response. |

<Tip>
  High-confidence drafts are generally safe to send with minimal editing. For medium and low-confidence drafts, always review the full response before sending.
</Tip>

## Editing Drafts

Before sending a draft, you can edit it directly in Botric:

1. Open the draft by clicking on it.
2. Edit the response text in the editor.
3. Click **Send** to deliver the response, or **Save** to keep your edits without sending.

### Editing Tips

* **Correct inaccuracies** — If the AI used outdated or incorrect information, update the response before sending.
* **Add personal touches** — Include customer-specific details the AI may not have access to.
* **Adjust tone** — Modify the language to match the situation (e.g., more empathetic for complaints).

## Improving Draft Quality

If you notice that drafts consistently miss the mark, there are several ways to improve the quality of AI-generated responses:

### Add More Knowledge Sources

The AI can only respond with information it has access to. Adding more [Knowledge Sources](/engagement/knowledge-source) — such as detailed FAQs, product documentation, or support articles — gives the AI more context to work with.

### Refine Your Prompts

Review the system prompts configured during [onboarding](/getting-started/onboarding) or in your agent settings. Clear, specific instructions help the AI generate better responses.

### Review Low-Confidence Drafts

Low-confidence drafts often highlight gaps in your knowledge base. If the AI couldn't find relevant information for a common question, add that information as a new knowledge source.

<Note>
  The Email Agent uses the same knowledge sources as your [Chat Agent](/engagement/chat-agent/overview). Improving your knowledge base benefits both agents.
</Note>

## Next Steps

<CardGroup cols={2}>
  <Card title="Connect Mailbox" icon="plug" href="/engagement/email-agent/connect-mailbox">
    Add or manage email connections.
  </Card>

  <Card title="Knowledge Sources" icon="database" href="/engagement/knowledge-source">
    Add more data for better AI responses.
  </Card>

  <Card title="Email Agent Overview" icon="envelope" href="/engagement/email-agent/overview">
    Return to the Email Agent overview.
  </Card>

  <Card title="Chat Agent" icon="robot" href="/engagement/chat-agent/overview">
    Set up a chatbot alongside your email agent.
  </Card>
</CardGroup>