This page provides a list of articles and other resources you can use to learn more about autoreplies.
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A standard autoreply, also called autoreplies with articles, is an automated response to a customer’s request sent through an email or web form. This action includes suggested help center articles in the email response to help the customer resolve their issue. You can create email autoreplies using triggers, which determine when the reply is sent and what information is included in the email response. Resources in the Standard autoreplies section will apply to you.
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An advanced autoreply attempts to directly answer the customer’s request in an email response. The autoreply is typically triggered based on AI predictions about intent, language, and sentiment. These autoreplies are available as part of the Advanced AI add-on. Resources from both the Standard autoreplies and Advanced autoreplies sections will apply to you.
Standard autoreplies (Autoreplies with articles)
Getting started with standard autoreplies
- Quickstart guide: Autoreplies and Article Recommendations
- Evaluating more capabilities in Zendesk Suite: Use Zendesk bots for AI-powered automated answers
- Optimizing your articles for autoreplies
- Understanding everywhere you can use Autoreplies: Autoreplies in Support emails
- Understanding everywhere you can use Autoreplies: Autoreplies in web forms
- Zendesk bots: Autoreplies with articles
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