Two new elements have been added to the Suggest Reply feature to make it more flexible for agents and easier to manage for admins:
Conversational instructions
An admin page for reviewing and managing contexts
The Suggest Reply chat will respond to prompts to adjust the suggested reply, but can also act on basic conversational instructions. The table below shows the intent of the agent, example phrases that match the intent and the action that will be performed.
Intent | Example Phrases | Action |
Use Reply | Love it, thank you, use this response | Confirm that the agent wants to use the generated reply |
Show the previously generated response | Show prior response, go back to previous response | If there has been more than one reply generated |
Summarise context | Summarize my instructions, show my context | Review instructional messages against the original Reply Context |
In the first release of the Suggest Reply feature, agents could create a context (set of prompts) that they could use privately or publish to their team or make globally available.
Admins can now see all Suggest Reply contexts in one place, giving them full control to review, update, create, or remove contexts and keep shared guidance consistent across the help desk.