Question 

Can Parnas be configured to provide ticket replies and drafts that are close to our brand language and tone?

Answer

Yes! There are a few approaches to achieve this: 

• Locked sections 
  For each reply template, you can define a so-called "locked section". It is a part of the template that will be prioritized and used as close as possible to the initial text while generating a final reply. 
  
  See how to select and highlight a locked section in Edit template mode. 
  
  
  
  
  
• Agent instructions
  Parnas' behaviour can be tuned with custom instructions. This is something that is not available to customers (yet). If you have requests like this, contact us (via web widget or in Slack).