Engage Digital | Reply assistant in Inbox

Engage Digital’s reply assistant lets agents use keywords to respond to messages with knowledge base replies. When you enter keywords in the reply text box in Inbox view, a pre-formatted message will be autofilled in the text box. 

 

Your administrator configures the reply assistant.

 

You can also use the reply assistant in the message field at the bottom of a message thread. The reply assistant will populate text options, which you can select by using the popup above the field.