Engage Digital | Reply assistant in Routing mode

Last updated on January 23, 2022
The reply assistant allows an agent to reply quickly to a customer with knowledge base replies and similar question replies. Knowledge base replies will contain a list of knowledge base entries configured by your administrator and organized into reply assistant groups. Similar question replies will display a list of previous replies on related subjects. 
The reply assistant can be helpful when answering repeated inquiries from customers requiring similar responses. Note that the reply assistant is created and configured by your administrator.
  1. Navigate to Routing mode via the left-hand navigation bar.
  2. Click on the selected message to open the message thread in the middle panel.
  3. Below the message field at the bottom of the screen, click on the Reply assistant feather pen icon. 
  4. Insert a keyword in the message field or select a reply from the list.
  5. Click Send.
Another way to use the reply assistant is similar to what you can do in Inbox. You can simply insert a keyword in the reply text box and the preformatted message autofills for the corresponding reply.
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