Using Smart Suggestions
Agents can use these suggestions in Ignite for their responses while handling interactions.
- Select an interaction from the inbox or from the queue.
The system searches the content of email, chat and SMS interactions,
and on finding a match for the text entered by the customer, lists
a set of suggestions.
For any media the Agent can search multimedia interactions, case user notes, and reply templates by entering relevant text in the Suggestions text box displayed.
- Select a suggestion and click the See Response
icon to
view the suggested response. - Select the Response to use the suggested response and click Insert response. This will insert the selected suggestion as your response to the interaction you opened.
Note: The Response check box is suggested only for chat, SMS, and
notes and not for email or templates. If you edit the response,
the check box is automatically selected.
For presenting an email response, click View entire thread link to view the entire email thread and use the response inline.
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