Engage Digital | Intro to the reply assistant

Last updated on June 23, 2021

Table of contents

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 add or import knowledge base entries 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, 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).
For security reasons, the HTML support for knowledge base entries is limited to a subset of HTML. When saving your HTML code, the system may remove HTML elements that include or specify JavaScript, certain iframes without a source, objects, and inline SVG.
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.

Similar question replies

Similar question replies are replies already used by an agent on similar topics. Unlike knowledge base replies which you must explicitly create, similar question replies do not require any configuration to be used by agents. Over time, the system will automatically identify similar question replies by analyzing the text in messages.
When analyzing messages for similar question replies, the reply assistant examines the message that the agent is answering, including the message body and title, which are highlighted. The language of the message must be the same as that of the message that is being answered.
To learn how agents use the reply assistant, see Managing messages in Inbox or Managing interactions in Routing mode.
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