What is the Suggested Replies EAP?

The suggested replies feature uses generative AI to suggest the 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.

The suggested replies feature scans the comments in a ticket or messaging conversation 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 AI-generated. The agent can then review the suggestion and perform one of the following actions:

• Accept and send the reply as is
• Modify and send the reply 
• Reject the reply and send their own

You must have the Agent Workspace to use suggested replies. Suggested replies currently work only for asynchronous channels, such as email.