The suggested replies feature uses generative AI to suggest a first response for agents in tickets based on existing macros and help center articles. Using AI-generated suggestions to respond to tickets helps agents save time and increase productivity.
This article contains the following topics:
About suggested replies
You must have the Agent Workspace to use suggested replies. Suggested replies currently work only for asynchronous channels, such as email, and the only supported language is English.
The suggested replies feature scans the comments in a ticket and compares them against your existing macros and help center articles. Macros are evaluated first, followed by help center articles.
If a high-confidence match is identified, a suggested reply is populated in the composer. This happens only for the first agent reply. Suggested replies based on macros match the exact content from your account, while suggested replies based on help center articles are generated by AI.
The agent can review a suggested reply and perform one of the following actions:
- Accept and send the reply as is
- Update and send the reply
- Reject the reply and send their own
Sending a suggested reply as is
If a suggested reply is populated in the composer and is ready to be sent as is, you can send it right away.
To send a suggested reply
- Within a ticket, review the text of the suggested reply in the composer.
- Press the Tab key to accept the suggestion.
- Click Submit to submit the suggested reply as a ticket comment.
Updating and sending a suggested reply
If a suggested reply needs a few tweaks, you can quickly update and send it.
To update and send a suggested reply
- Within a ticket, review the text of the suggested reply in the composer.
- Press the Tab key to accept the suggestion.
- Edit the text of the suggestion as necessary.
Autocomplete suggestions appear as you type. Press the Tab key to accept them, or keep typing.
- Click Submit to submit the updated suggested reply as a ticket comment.
Rejecting a suggested reply
If a suggested reply isn’t an appropriate response to a customer’s question, you can reject it and type your own response.
To reject a suggested reply
- Within a ticket, review the text of the suggested reply in the composer.
- Reject the suggested reply by taking either of the following actions:
- Press the Escape key.
- Start typing your own response. If you later delete your own response from the composer without sending it, the suggested reply appears again for you to accept or reject.