Engage Digital | Reply assistant in Inbox

Last updated on January 23, 2022
The reply assistant allows an agent to respond using knowledge base replies and similar question replies by just typing in a keyword. Using the Inbox, an agent may type in a keyword in the reply text box and the pre-formatted message of the knowledge base or similar question reply will autofill in the text box.
 
The reply assistant is created and configured by your administrator. This is helpful when answering repeated inquiries from customers requiring the same responses.
 
In addition to using the reply assistant in the Reply window, you can also use it by typing text into the message field at the bottom of the message thread. The reply assistant will populate text options that you can select from in a pop-up window above the field.
 
The reply assistant is also available for you in Routing mode. To find out more, visit Managing interactions in Routing mode.
Reply assistant in Inbox view
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