AI-Generated Quick Reply

AI-Generated Quick Replies provides agents with AI-generated response suggestions based on the ongoing conversation.

This feature assists agents in responding quickly and consistently by offering context-aware reply options that can be sent with a single click.

Key Characteristics:

• Context-Aware Suggestions: AI analyzes the latest conversation messages and generates relevant reply options.

• Multiple Response Options: Provides several suggested replies, allowing agents to choose the most appropriate one.

• Regenerate Suggestions: Agents can refresh the suggestions to generate a new set of replies if the existing options are not suitable.

• Dynamic Generation: Suggestions are updated based on the conversation flow and can be regenerated if needed.

• Improved Agent Efficiency: Reduces response time and helps maintain consistency in communication.

AI-generated replies are created based on a predefined prompt set within the system. Users can update this prompt to influence how the AI responds.

Agents can also modify the existing quick reply prompt. By modifying the prompt, organizations can align AI suggestions with their preferred communication style and business requirements. Follow these steps to modify the existing prompt for generating quick reply: Step 1: Go to AI prompt and click on “Generate Quick Replies” prompt

Step 2: In “User instruction” field, enter the prompt according to your needs

Note: By default, the system uses the prompt entered in “System Instruction” field to generate quick replies, but once the agents enter a prompt in “User Instruction” field, the priority is given to the prompt present in “User Instruction” field.

Step 3: Click on Save button to save the prompt

Agents can configure the number of quick replies AI suggests at a time within “Settings” entity