3.1 Chat Reply

Providing quick and efficient responses is key to superior customer service. CloudCX provides versatile features for you to reduce the time your customers need to wait in the queue and the time for agents to send out accurate responses.

1 Reply
- 1.1 Text, Attachment, Memes, and Picture
- 1.2 Canned Message
- 1.3 Knowledge Base
- 1.4 Workflow
- 1.5 AI Copilot
- 1.6 AI Assist
2 Private Note

Reply

When you receive a chat from a visitor, you can choose the following response type to reply to the visitor in the Reply tab.

Text, Attachment, Memes, and Picture

Text: Input the reply message to the text area, and click button to send the message to the visitor.
Attachment: Click button and select a file from your device to send to the visitor.
Memes: Click button and select a meme to send to the visitor.
Picture: Click button and select a picture from your device to send to the visitor.

Canned Message

Before send canned message, you or the administrator need to create canned message in Admin Console > Help Center > Canned Messages first, you can find more details from Manage Canned Message 5.2 Canned Message.

After creating canned messages, you can select and send a canned message from one of the following:

Directly invoke Canned Message from the text area.

Input “/” to the text area.
(Optional) Input the keywords or shortcuts to search the target canned message.
Select and click the target canned message from the list.
Click button to send.

Select a canned message from Help Center.

Click the Help Center from the right menu.
Switch to Canned Messages tab.
(Optional) Input the keywords or shortcuts to search the target canned message.
Select the target canned message and click button, the canned message will be sent to the visitor directly; if you select the target canned message and click the canned message, the canned message will be input to the text area, and you need to click button to send.

Knowledge Base

Before send articles, you or the administrator need to create articles in Admin Console > Help Center > Knowledge Base first, you can find more details from Manage Knowledge Base 5.1 Knowledge Base.

After creating articles, you can select and send an article from the following:

Click the Help Center from the right menu.
Switch to Knowledge Base tab.
(Optional) Input the keywords or shortcuts to search the target article.
Select a target article.
Click Send URL, the article’s URL will be sent to the visitor directly; click Insert URL, the article’s URL will be input to the text area, then you click button to send a clickable link to the visitor.

Workflow

Before send flows, you or the administrator need to create flows in Admin Console > Automation > Flow Builder >Flow first, you can find more details from Flow Setup 4.1 Flows Setup.

After creating flows, you can select and send a flow from the following:

Click the Help Center from the right menu.
Switch to Work Flow tab.
(Optional) Input the keywords or shortcuts to search the target flow.
Select a target flow and click button to send a flow to take over the visitor.

When you selected a flow to take over the visitor, you can not send message to the visitor and can not use Help Center. If you want to reply to the visitor again, you need to click Stop the flow to take over first.

AI Copilot

Before use AI Copilot, you or the administrator need to enable AI copilots in Admin Console > Automation > Agent Assist >AI Copilot first, you can find more details from AI CopilotAI Copilot.

After enabling AI copilots, you can select an AI copilot to help you reply to the visitor from the following:

Input the reply message to the text area.
Click button to open the AI Copilot list.
Select the target AI Copilot. For the function of each AI Copilot, you can find more details from AI Copilot | Default AI Copilots.
The inputted reply message will be changed by AI Engine based on your choice.
Click button to send.

AI Assist

Before use AI Assist, you or the administrator need to enable AI Assist in Admin Console > Automation > Agent Assist >AI Assist first, you can find more details from AI AssistAI Assist.

After enabling AI Assist, you can use the AI Assist function to generate a response from the following:

Click AI Assist button when you receive a message from the visitor.
The text area will have a response automatically generated by AI Engine.
View and check the response whether you need to be modified by yourself.
If the response is ready, click button to send.

Private Note

In the Agent Panel, the Note feature is an internal communication used among the agents while using the Web Chat or Inbox. It is used to assist your teammates in handling customer queries and tickets without being visible to visitors to deliver a consistent customer experience and improve agent efficiency.

Consider a scenario where you notice that your teammate provides an incorrect reply or resolution of the query during a chat conversation with a visitor, or your teammate doesn't know the answer to the query. You can help them by sharing the correct resolution or replying to the Note that visitors cannot see.

You can choose the following note type in the Note tab:

Text: Input the message to the text area, and click Add button to add the private not to the chat.
Attachment: Click button and select a file from your device to add the private not to the chat.

Summarize conversation:
- Click AI Copilot icon and select Summarize conversation.
- The text area will have a summary automatically generated by AI Engine.
- View and check the summary whether you need to be modified by yourself.
- If the summary is ready, click Add button to add to the chat.

When you end the chat conversation, the Note become disabled, not allowing you to share any further internal comments.

Once your chat has ended, the Note information will be added into the chat history. You can navigate to Omni Widget > History > Chats and select the desired chat history to view the Note information.