Influencing Suggestions

Supervisors and Agents can alter the popularity of suggestions in two ways:

• Click Like or Insert Response (when available) for suggested responses presented in the Ignite Inbox or Queues sections.
• Find corresponding responses in the Ignite History or Cases sections and Click the Like button. In addition to text-based search, users can use the Advanced Search feature to find responses based on the number of likes or reuses, disliked responses, or responses having warnings.

Popular responses get a minor score boost when they are suggested.