Susan Paolatto

I just want to add that not allowing the user to type that first upper case letter results in typos since the first letter is blocked but the agent can continue to type the rest of the word.   So “Hello” becomes “ello”  or “Hi” becomes “i”.   Yes there are work arounds, but they are just extra clicks that our agent's don't like.  

 

The lack of actions when predicting a macro response has become a deal-breaker for our use of the suggested replies. Until there is some capability as described by Viachaslau Skorbezh in the previous post we are unable to get value out of this feature.  Most agents don't realize they have to take the action themselves, which results in process delays and mishandling of tickets.