Engage Digital | Intro to the reply assistant

The reply assistant allows agents to more quickly respond to messages or chats using known or previously used replies. The reply assistant offers users two types of replies: knowledge base replies and similar question replies. Knowledge base replies are searchable canned responses that the agent can insert into a message or chat.

Knowledge base replies

You can access the reply assistant configuration by navigating to Agent Tools > Reply assistant in the left-hand navigation bar. This section allows you to add or import knowledge base entries. The entries can be in raw text format or HTML format, and you can also add attachments. You can group your knowledge base replies into groups of related entries. To view or create the groups, navigate to Agent Tools > Reply assistant groups.

From the Inbox view, the Reply Assistant button is not available for the following cases:

For channels displaying a chat view. However, it is available for these channels from the Routing mode
When the platform is displayed through a small screen (with a width lower than 915 pixels)

Please note that if an agent tries to reply from a channel that does not provide HTML support and that no text version is available for that entry, the existing HTML versions will be displayed for the agent to select and will be automatically converted into a raw text format when inserted. Images or links are also automatically adapted.

Engage Digital | Intro to the reply assistant

Knowledge base replies

Similar question replies