Writer AI is a powerful tool which can speed up your response time in email, providing generated replies according to rules defined by your Admin. They can create special templates which determine how answers are generated.
These instructions assume one or more of these templates exist. For information about creating templates to use with Writer AI, see Message templates - creating templates for Writer AI.
Note: This article covers material for the Writer AI tool, which is currently on limited release.
When the customer's email arrives:
- Click the Accept button, as usual.
After reading the email, if you wish to use Writer AI to help construct an answer:
- Click the Reply button for the customer's message.
- In the reply, click the canned message button
to see the list of templates.
- Choose the appropriate template which your Admin has created for you to use Writer AI.
After a brief moment, the reply will be generated, based on the rules defined for that template, including, in this example, ending on a joke.
- Read through the generated answer, making amendments if required.
- Click the Send button to send the response.
Continue with the case handling as normal, including assigning an appropriate call ending reason.